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.
Robust solution for Customer support (B2B/B2C) and Internal departments
What do you like best about the product?
Scalability ,ease of use and maintenance: We use Salesforce for customer support for B2B and B2C clients as well as internal case management for various departments (Support, engineering requests, compliance/risk requests etc.).
Ease of Integratation: We are collaborating across multiple salesforce instances within our org, enabling warm transfers between orgs. Also love the ability to integrate with other 1P and 3P systems, data lakes.
User Experience: Flexibility and user experience for SLA management, visual indicators for milestones and flexibility to customize Service console to fit our business requirements
Ease of Integratation: We are collaborating across multiple salesforce instances within our org, enabling warm transfers between orgs. Also love the ability to integrate with other 1P and 3P systems, data lakes.
User Experience: Flexibility and user experience for SLA management, visual indicators for milestones and flexibility to customize Service console to fit our business requirements
What do you dislike about the product?
Limited OOTB Routing capabilities, cost and complexity in setting up omni-channel routing.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves for our merchant technical and non-technical support requests for all of our customer segments (white glove/non-white glove services). It serves both no-touch/low-touch automated as well as manul touchpoint use cases.
Additionally, we also use it for internal Salesforce support teams, risk teams and approval management in specific instances.
Additionally, we also use it for internal Salesforce support teams, risk teams and approval management in specific instances.
Service Cloud - Experience Cloud - Review
What do you like best about the product?
That it is part of Salesforce and it comes with our package and doesn't require an additional payment to have this feature.
What do you dislike about the product?
It doesn't impact our company but I can foresee others may run into issues with concurrent experience cloud users. There is a limit and you can purchase more.
What problems is the product solving and how is that benefiting you?
Providing customer service to our customers and a knowledge base so that they can self serve.
Easy to get started and configure
What do you like best about the product?
Meets the majority of business cases out of the box, but is also incredibly customisable to meet other requirements.
What do you dislike about the product?
There are some features I miss from Zendesk that aren't available. The reporting functionality isn't good enough.
What problems is the product solving and how is that benefiting you?
Provides our customer support channel
best cloud service experience
What do you like best about the product?
Service cloud helps to manage all the client cases veryy well and manage it accordingly
What do you dislike about the product?
quite complex and tools can be updated accordingly
What problems is the product solving and how is that benefiting you?
User management
Salesforce is very recommended CRM for all business
What do you like best about the product?
the most important, the UI is very perfect. with this complexity on the journey and flow. your UI an UX help us a lot. thank you!
What do you dislike about the product?
sometimes the modul and the solution is quite expensive between other CRM.
What problems is the product solving and how is that benefiting you?
our business user only have an aspiration and point point. With Salesforce, they can guide us to use best practice journey based on our business segment. and also all Team Support from Salesforce very helpful to give the best solution
Genuine Service cloud review
What do you like best about the product?
There are so many things and i can tell you some of them like
Customer 360 view
omni channel support\
Case management
Service analytics
Customer 360 view
omni channel support\
Case management
Service analytics
What do you dislike about the product?
I have not found anything which i dislike about salesforce features in service cloud.
What problems is the product solving and how is that benefiting you?
It is helping to view all about your associations working at a single place where you can track your customers behaviour and improve or maintain your cycle.
Salesforce is continously growing and working on the more advance tech stacks which keeps motivating me to enhace and upgarde my skills with salesforce
Salesforce is continously growing and working on the more advance tech stacks which keeps motivating me to enhace and upgarde my skills with salesforce
A Comprehensive Solution for All Customer Needs!
What do you like best about the product?
Saleforce Service Cloud is like a toolkit for customer service teams this helps to manage customer questions or any issues all in one place. moreover It shows everything about a customer like past purchases and previous questions so it help usto serve agent better. Also it automate tasks like answering common questions with chatbots or routing issues to the right person this helps in making things faster. In service cloude customers can contact support through their favorite method like email, chat, or social media and this is very interesting part of this cloud. It helps in reports on how well our organisation is doing, what customers think, and where improvements are needed. Service Cloud can connect with other tools your business uses, keeping everything in sync and it is very helpful to grow any busniess. Customer support is very good and provide better solution quickly. while implementing Salesforce Service Cloud can be straightforward for simpler setups. That's why the frequency of use for Salesforce Service Cloud is generally high among customer.
What do you dislike about the product?
Some users find that certain features are still limited or require advanced technical skills to modify effectively. So customizable thigs should be improve and updates should be minimize.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud effectively enhanced operational efficiency, improved customer satisfaction, and ultimately, better business outcomes. By leveraging its capabilities, organizations can transform their customer service into a strategic asset that drives growth and loyalty and this will help to grow business.
Market leader in provider solutions for Services Team
What do you like best about the product?
Mature and comprehensive product which covers CRM, Cases, process automations and much much more.
What do you dislike about the product?
Some features are not as mature, e.g. ServiceCloudVoice, LiveChat
What problems is the product solving and how is that benefiting you?
We leverage Service Cloud for the management of customer support queries and inbound sales opportunities.
Process automations such as assignment and escalation rules allows the services team respond to customers quicker and more efficient.
Process automations such as assignment and escalation rules allows the services team respond to customers quicker and more efficient.
Puts all of the info needed right on the screen making it easy to answer questions quickly.
What do you like best about the product?
Using Service Cloud enable me to quickly, easily, and accurately respond to questions and problems without having to go to lots of different screens to find needed information. It is also great that it automatically hooks the cases to the Salesforce record. I also like the Quick Text features for frequently asked questions.
What do you dislike about the product?
The Search feature is hot always helpful and will only go back for a short time period. Then I have to try other avenues to try to find a past case that is related to a current one.
What problems is the product solving and how is that benefiting you?
Service Cloud allows me to get the requests, problems, etc. answered quickly and correctly and/or get them assigned to the right person to help. That makes for happy internal and external customers. Since we are a non-profit, that is especially important.
Service Cloud paved a path for ultimate customer satisfaction
What do you like best about the product?
Connects us with online communities, encouraging customers to help eachother to find solutions, learn from peers and share experiences while reducing the load on the Orgnaizzation's support tream. The biggest upside is ability to centralize data from different sources into one platform.
What do you dislike about the product?
Some unpractical assurances. More prices. Hidden expenses. Poor customer service at times.
What problems is the product solving and how is that benefiting you?
Gives a very practical overview of the customer profile. Increases sales, customer satisfaction.
This is a very handy on the cloud platform taking us on to cloud 9 :-)
This is a very handy on the cloud platform taking us on to cloud 9 :-)
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