Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Salesforce Service Cloud -> Mature and Still Improving
What do you like best about the product?
IT's combination of products to solve any service use case
What do you dislike about the product?
Cost and complexity, it is very clicky to maintain and to add entitlements you need to still switch to classic from lightning, considering ho wlong ago the company made the tranistion to lightning, this is crazy
What problems is the product solving and how is that benefiting you?
It helps with service ticketing and milestone management to help keep our SLAs in check
We use the Service Cloud to handle customer inquiries. and it's been great so far.
What do you like best about the product?
We use the email to case feature the most in service cloud, making sure no email communication is lost.
What do you dislike about the product?
The agents need to be trained well to be efficient.
What problems is the product solving and how is that benefiting you?
Service Cloud gives us a centralized location to track all the customer inquiries and feedback, also giving the leadership team a line of sight into how issues are being handled.
Salesforce Service Cloud Review
What do you like best about the product?
The recent AI experience is giving it a major leg up over the Microsoft Cloud. I would recommend this to all my customers as everything is native to Salesforce and doesnt require any integration to be built in.
What do you dislike about the product?
It’s dependece on AWS . You should be independent of AWS / Azure an dbehave the same way on both
No native telephony
No native telephony
What problems is the product solving and how is that benefiting you?
The conversational AI Support is a big piece and helps us in resolving issues.
Useful
What do you like best about the product?
It's a grerat way to keep all customer interaction in our channels right on the feed. It's possible to have a timeline and make the customers have theeir needs solved.
What do you dislike about the product?
I couldn't find any cons since I started using Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
It's making possible to interact to customers and with cases and the feed turning agent's work easy.
Efficient to get the right info for and from your staff.
What do you like best about the product?
i like the one stop shopping for information across the platforms.
What do you dislike about the product?
sometimes it feels a bit cumbersome to get it to do what you want it to do.
What problems is the product solving and how is that benefiting you?
it allows us to share information across users and stages during the process.
Extend Your Customer Service with Salesforce Service Cloud
What do you like best about the product?
It integrates with all third party applications and offers excellent support from Salesforce CRM, which enhances its capabilities significantly.
What do you dislike about the product?
The learning architecture of salesforce service cloud it's not easy.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud simplifies issue tracking and complaint resolutions at right level, which helps us to respond faster and improves our overall customer satisfaction level.
Service Cloud is great
What do you like best about the product?
Easy to setup and highly customizable. On Salesforce
What do you dislike about the product?
Highly customized org can require help from developers
What problems is the product solving and how is that benefiting you?
contact center
Service Cloud is now more powerful then ever with Generative AI tools.
What do you like best about the product?
Einstein Bots
Agentforce capabilities
Prompt Builder - Templates for Record Summaries
Natural Language processing.
Very user friendly to set up and implement
Great support and high adoption amongst users
Connectors make integration easy
Used daily
Agentforce capabilities
Prompt Builder - Templates for Record Summaries
Natural Language processing.
Very user friendly to set up and implement
Great support and high adoption amongst users
Connectors make integration easy
Used daily
What do you dislike about the product?
The salesforce service cloud can benefit from console templates that incorporate the AI features.
What problems is the product solving and how is that benefiting you?
Assist our agents with getting more accurate information to assist the clients faster and more accurately.
Customizable and scalable for a variety of Customer Service applications
What do you like best about the product?
We are able to create custom record types for different kinds of services, including Technical Support and Professional Services with different key fields and user interfaces, while having similar backend data to make report creation simpler and more consistent.
We were able to self-implement Service Cloud with minimal assistance, but when we ran into issues the Salesforce customer support team provided excellent support and guidance.
We were able to self-implement Service Cloud with minimal assistance, but when we ran into issues the Salesforce customer support team provided excellent support and guidance.
What do you dislike about the product?
The biggest complaint we have had from users is the inability to color code list views, but that is a small trade-off and with the way we are able to present cases to users, this has not been a major issue.
What problems is the product solving and how is that benefiting you?
The framework of Service Cloud allows us to reduce time spent on repetitive activities via automation and re-use of existing data, while simplifying the administrative load by allowing most customization tasks to be completed without using code.
Easy to use
What do you like best about the product?
The system are easy to use and focus in sales and relationship.
What do you dislike about the product?
Maybe has many functions wich can be confuse for the final user.
What problems is the product solving and how is that benefiting you?
Customer Centricity Support
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