Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Overall review of Service Cloud
What do you like best about the product?
Transparency with entire organization if fantastic. This allows for CXM.
What do you dislike about the product?
Limitations for things like Following Cases makes it difficult to manage which cases are being followed. Partner Portal (Community portal) also has many miitations. Mobile acces to portal and community iis limited. Knowledge Base set up is limited, more fileds are needed to parse content.
What problems is the product solving and how is that benefiting you?
Transparency. Replacing legacy system wiht more capabilities.
Powerful
What do you like best about the product?
We do use it every day, and we really like the endless features available, as well as all the existing integrations, both native or through app exchange. It makes it customizable for almost any kind of business. Moreover, the customer support is really great (at least premier support formula).
What do you dislike about the product?
The interface is not always the easiest, more so at the user level than at the admin level. Moreover, the implementation requires certain knowledge to be able to fully use it.
What problems is the product solving and how is that benefiting you?
Our problematic was to implement the best customer support as possible. Here, we manage to have calls and emails in the same CRM, and we can use to to apply SLAs and milestones to easily segment our support based on the customer type.
Salesforce Service Cloud has transformed our customer service
What do you like best about the product?
Salesforce Service Cloud has a well-designed interface that makes managing customer interactions easy and highly efficient. The platform centralizes all our customer data, allowing our team to track and resolve issues quickly, which ultimately improves response times and customer satisfaction. The range of tools, including automation for repetitive tasks, has been invaluable, saving us time and reducing human error. The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance.
What do you dislike about the product?
The platform is incredibly robust but can feel overly complex at times. Some of the customization options require technical knowledge, which can be challenging for teams without dedicated Salesforce admins. Certain features, like reporting, can be unintuitive and take time to set up just right. Additionally, the initial setup was lengthy, and ongoing maintenance can be time-consuming without proper support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer interactions, making it easy for our team to manage complaints and provide consistent support. Automation reduces repetitive tasks, speeding up response times. The knowledge base and live chat features empower agents to resolve issues quickly, improving customer satisfaction and overall team efficiency.
good
What do you like best about the product?
easy to use user interface and very EASY TO LEARN
What do you dislike about the product?
sometimes the verification ishows as failed due to netwrok issue
What problems is the product solving and how is that benefiting you?
managing many contacts
Enhanced Customer Experience with Service Cloud and Einstein Bots
What do you like best about the product?
Salesforce Service Cloud, paired with Chat Bots, revolutionizes customer support.With their ability to handle common questions, Chat Bots significantly reduce response times and improve service quality.
The user-friendly interface and customizable features allow businesses to tailor bot interactions to meet specific needs.
We were able to intergrate the chat bot to the our site very easvily without much hassle.
The user-friendly interface and customizable features allow businesses to tailor bot interactions to meet specific needs.
We were able to intergrate the chat bot to the our site very easvily without much hassle.
What do you dislike about the product?
For new users, particularly those unfamiliar with Salesforce, navigating the platform can be challenging.
What problems is the product solving and how is that benefiting you?
We were looking for seeting up a chatbot for commonly asked question using knowledge articles which helps with deflecting ferquently asked question and reduce work for service agents.
Fits All Business
What do you like best about the product?
Extreme custumazible
Work with all object on SF
Integrate with AI
Work with all object on SF
Integrate with AI
What do you dislike about the product?
Can be a liitle hard a time to first setup
What problems is the product solving and how is that benefiting you?
Customer service with chatbot on SF that use our data model
Service Console is THE BEST
What do you like best about the product?
We manage cases in several queues that come in from multiple origins (Digital Experiences, email, internal), are able to update accounts, run reports and switch back and forth between tabs to keep our work flowing. The tabs in the console view is THE BEST! I can't work in a regular salesforce view anymore, I'm in console every day. We added flows to a few different case types allowing us to gather information, create the case, send for approval, then create a product, calendar event, and campaign all from an easy form for our users. you can do anything with Salesforce.
What do you dislike about the product?
I wish Setup had the same list view features as regular Salesforce did. Being able to edit within a list of user, profiles, permissions, etc would be amazing.
What problems is the product solving and how is that benefiting you?
We make it easy for our staff and external users (members, sponsors) to get in touch with us to resolve questions, conserns or other issues that need reolving.
Service Cloud is the best solution for enterprise case management
What do you like best about the product?
Service Cloud is based on the Salesforce platform and is infinitely configurable. The biggest advantage is that it lives on your CRM so your customer data can remain in one place. The future is very exciting because of the new Agentforce AI which allows companies to automate customer interactions AND do the corresponding actions in Salesforce and other integrated systems.
What do you dislike about the product?
Service Cloud can be difficult to configure and companies need to invest in a knowledgable team or a strong consulting partner to ensure the long term success and evolution of their case management.
What problems is the product solving and how is that benefiting you?
Service Cloud allows the company's customers to log cases from email or from the portal and have cases logged in a consitent way, routed to the correct person. This setup allows for growth and scaling.
AI features like Agentforce promise to help scale in the long term without massive growth in support headcount.
AI features like Agentforce promise to help scale in the long term without massive growth in support headcount.
Happy Customer
What do you like best about the product?
I really like how Salesforce Service Cloud makes it easy to stay on top of customer requests. It keeps everything in one place, so I can see customer history and manage cases without hunting down info. Plus, the automations save time on the repetitive stuff, so I can focus on actually helping people!
What do you dislike about the product?
Honestly, it can feel a little confusing and clunky sometimes. There’s so much going on that it’s easy to get lost or spend too much time trying to find what I need. I wish some things were just simpler to use right out of the box!"
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps keep all our customer info and conversations in one spot, which makes it way easier to follow up and keep track of open cases. Instead of juggling a bunch of tools or notes, everything’s organized, so I can respond faster and make sure nothing falls through the cracks. It’s a big help for staying on top of things and giving customers better support!
About Salesforce service could
What do you like best about the product?
We can Do customer 360 and we can all the cases related to customer at one place which I like
What do you dislike about the product?
I dislike the speed of the interface not like classic
even lex interface there quick lighweight codings i don't know why we don't have
even lex interface there quick lighweight codings i don't know why we don't have
What problems is the product solving and how is that benefiting you?
Gathering all our customer problems together
managing our support team
report ands dashboards
more platform options to customize
managing our support team
report ands dashboards
more platform options to customize
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