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.
Service Cloud let us have a clear view and undestanding on customers issues.
What do you like best about the product?
It ease of use and escalationes rules that let us be on top of the issues.
What do you dislike about the product?
Basically the approach to telephony, it is very expensive for SMBs.
What problems is the product solving and how is that benefiting you?
We sell equipment and tracking complaint and mal funcitons is critical.
Use of the Service
What do you like best about the product?
The ease and usability of the tool
What do you dislike about the product?
There is a bit more data missing in the tickets
What problems is the product solving and how is that benefiting you?
Accelerate calls and customer service
Service cloud does what it needs to
What do you like best about the product?
The best part of service cloud is its seamless integration with the rest of the Salesforce ecosystem
What do you dislike about the product?
It's not as simple (plug-and-play) as some of the other ticketing systems out there.
What problems is the product solving and how is that benefiting you?
Communication across different, unintegrated, channels. Ticketing management and escalation. Automations.
Salesforce Service Cloud
What do you like best about the product?
Service cloud has been great - with the help of flows there is so much that can be automated. if anything goes wrong there is alot of support available and gets answered very quickly.
What do you dislike about the product?
salesforce setup can be a bit daunting at first until you get used to it.
What problems is the product solving and how is that benefiting you?
Service cloud helps us manager customer tickets and solve customer complaints. It helps us provide timely service to customers and their chargers
Service Cloud is key in our organization.
What do you like best about the product?
The seamlessness and customizabiity of it. I am able to create and execute action plans with just my admin skills. No code is needed for minimal implementations.
What do you dislike about the product?
I dislike that there arent certain functionalities that are readily able to be plugged in. For example, many companies use a ticketing system and the snetire build could easily be replicated across organizations.
What problems is the product solving and how is that benefiting you?
We have many active users in SF and they all are users only. They submit tickets to our salesforcesupport email which creates a case using Email-to-Case functionalities. This then comes to our admin team which helps breakfixes and maintenances.
Good experience so far
What do you like best about the product?
Automation helps to give back time in my day that I can spend with customers
What do you dislike about the product?
Learning curve if you are new to the salesforce environment
What problems is the product solving and how is that benefiting you?
All in one platform for our info
Best class tools and features to manage service for any products
What do you like best about the product?
Easy to manage cases and build custom features like workflows, ease of implementation.
What do you dislike about the product?
Easy to use, Easy to learn, Easy to manage customer support, Frequency of use and cases, Ease of integration with other external systems
What problems is the product solving and how is that benefiting you?
Case management, Omnichannel routing
Salesforce Service Cloud Review
What do you like best about the product?
personalized and efficient support to your customers across multiple channels.
Custom Reports and Dashboard.
Automated case Routing.
Social Customer Service.
Asset and Order Management.
Custom Reports and Dashboard.
Automated case Routing.
Social Customer Service.
Asset and Order Management.
What do you dislike about the product?
The cost of licensing, implementation, customization, and maintenance.
It doesn't offer complete packages through integration.
The platform lacks frequent upgrades or updates.
The functionality to be overly complicated.
It doesn't offer complete packages through integration.
The platform lacks frequent upgrades or updates.
The functionality to be overly complicated.
What problems is the product solving and how is that benefiting you?
Custom Reports and Dashboard.
Automated Case Routing.
Social Customer Service.
Automated Case Routing.
Social Customer Service.
A straightforward service that does its job Well
What do you like best about the product?
The service cloud helped our organization architect a new process of handling customer support and RMA services. Without it, the process was very manual and we were able to automate several steps to improve efficiency. It was no issue to set up and integrate with our process, and the salesforce documentation and support were always very helpful.
What do you dislike about the product?
Some features aren't completely plain from the start, but once ou find out a solution it is easy to scale and re-implement later on.
What problems is the product solving and how is that benefiting you?
We are solving our customer service needs and serial number history tracking through the service console using the case object.
It has been extremely helpful in organizing and reporting data relating to systems that we sell.
It has been extremely helpful in organizing and reporting data relating to systems that we sell.
It is very well equipped with all the required settings.
What do you like best about the product?
The platform can grow with your business as your customer base increases.
What do you dislike about the product?
Nothing much, I liked all the features I have worked on.
What problems is the product solving and how is that benefiting you?
providing a centralized platform to track customer issues, route them to the appropriate agents, access relevant customer data, and deliver support across multiple channels, ultimately leading to faster resolution times, improved customer satisfaction, and a more streamlined service experience for both customers and support agents.
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