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.
Saves time for agents
What do you like best about the product?
Having all the most important screens and tools in one place with the sevice console helps make navigation easier
What do you dislike about the product?
While service cloud is great when agents become accustomed to it, it feels like it could have a bit of a learning curve that could maybe be simplified to make onboarding easier
What problems is the product solving and how is that benefiting you?
The ability to build surveys within salesforce is great with service cloud. Saves us from having to use less elegent, or 3rd party solutions to create/send surveys
MyExperienceonServiceCloud
What do you like best about the product?
Salesforce Service Cloud has several standout features that make it a powerful tool for customer service management. Here are a few aspects that are particularly impressive like Case Management , Knowledge base,Service analytics,AI and Automation and Omini channel routing.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful tool, there are a few areas where users might find room for improvement as a like few Complexity Customozation challenges,Performance issues,Integration COmplexity,Support few can be improved more
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several key challenges in customer service management, providing significant benefits to businesses
like Improving Customer Support Efficiency,Enhancing Customer Experience,Reducing Operational Costs,Integration with Other Systems.
like Improving Customer Support Efficiency,Enhancing Customer Experience,Reducing Operational Costs,Integration with Other Systems.
Super configurable and scalable
What do you like best about the product?
Useful automations and flows that can be completely customised and aligned to internal business processes.
Customer support team are always helpful and quick to respond.
Easy to use as an end user once configured and set up.
Customer support team are always helpful and quick to respond.
Easy to use as an end user once configured and set up.
What do you dislike about the product?
Generally requires someone with Salesforce experience to manage it - not really something just anyone can pick up and start using without some training.
What problems is the product solving and how is that benefiting you?
Case handling, logging and complaint resolution.
Salesforce Honest Review
What do you like best about the product?
It has so many features which are separetely listed in the quick find option such that it gets easier to configure and exlore the new feature releases. Also the theme changing option is quite interesting as it allows users to get a new feels at every interval making the whole salesforce usage expirience quite unqiue.
What do you dislike about the product?
Nothing as such. But maybe some of the screen for flows creation can be made a bit simpler to use.
What problems is the product solving and how is that benefiting you?
It streamlines the customer care process.
Does what it's marketed to do better than any other product in this space
What do you like best about the product?
The following points resonate most with me being a long time user of Service Cloud
- The ease of setup which means even administrators can configure Service Cloud without needing coding experience
- Omni-channel configuration which provides a great customer experience irrespective of the channel the customer decides to leverage
- Extensive analytics which allow customers to be on top of the game by tracking key APIs
With the extension of service cloud with AgentForce and upcoming AI features, this will further enhance the ability of Service Cloud to provide even better customer experience and add value to their implementations.
- The ease of setup which means even administrators can configure Service Cloud without needing coding experience
- Omni-channel configuration which provides a great customer experience irrespective of the channel the customer decides to leverage
- Extensive analytics which allow customers to be on top of the game by tracking key APIs
With the extension of service cloud with AgentForce and upcoming AI features, this will further enhance the ability of Service Cloud to provide even better customer experience and add value to their implementations.
What do you dislike about the product?
The only downside I have seen is the number of product naming changes that are taken up by Salesforce. While there is communication available to understand more about these changes, it will still be beneficial to limit these changes to avoid any inadvertent miscommunications.
What problems is the product solving and how is that benefiting you?
- Omni-channel experience
- Ability to integrate service with knowledge base thereby reducing the case resolution time
- Availability of AI features which further enhance service operation's productivity
- Ability to integrate service with knowledge base thereby reducing the case resolution time
- Availability of AI features which further enhance service operation's productivity
Unparalleled customer insights
What do you like best about the product?
Automated Workflows: Streamlined processes with workflow automation, reducing manual tasks.
What do you dislike about the product?
Pricing plans can be expensive, especially for small businesses or enterprises with simple support needs.
What problems is the product solving and how is that benefiting you?
Automated workflows streamline support processes.
Dashboards and Reports are easy to build, but trends analysis and other B.I. metrics are lacking
What do you like best about the product?
It is very user-friendly when it comes to building dashboards and reports.
What do you dislike about the product?
Business Intelligence metrics is lacking. Would like to see more options for charts, graphs, trends analyses, etc.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is our main system of record for Contact Center Excellence. We use it to track cases from calls to email, use it to manage Field Services work orders, and also use it to build our Internal Knowledge Base.
Great in the end but a big learning curve
What do you like best about the product?
After the initial setup phase, Service Cloud will be easy to use. The tools have enabled our company to be better organized and, in the end, support our customers not only faster but far better than ever before. We are not a large company, so the ease of integration was good, but it required some hired help in the form of an integrator, which was an added cost.
What do you dislike about the product?
There are a few things we do not like. A big one is only one asset per case. This hits us hard because it makes it difficult when we often have up to 200 assets on a single case but cannot log them in the database.
What problems is the product solving and how is that benefiting you?
We were coming from a shared inbox for customer support and now moving to a case/ticketing system has proven to be one of the best moves we have made.
Excellent Service
What do you like best about the product?
Number of features is the best about Salesforce services cloud, but the complete of the tools of the Salesforce Service Cloud is another good feature
What do you dislike about the product?
I think the most dificult item of salesforce service cloud, its the learning curve of the Salesforce platform
What problems is the product solving and how is that benefiting you?
I used the Salesforce Service Cloud for my NGO
Efficient Customer Support Platform with Powerful Features
What do you like best about the product?
Salesforce Service Cloud excels in providing robust features for case management and customer interaction tracking. Its integration with other Salesforce products, such as Sales Cloud, allows for a seamless experience in managing customer journeys, making it a versatile tool for support teams.
What do you dislike about the product?
The platform can be quite complex to set up and requires extensive customization to fit specific business needs. Additionally, its pricing can be prohibitive for smaller companies, especially when considering add-ons and third-party integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline our customer support process by centralizing interactions in one platform. This allows our team to respond quickly to customer issues, track the status of open cases, and ensure we meet service level agreements (SLAs). Integration with other Salesforce products also boosts efficiency, enabling a complete view of customer history and interactions.
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