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.
Great tool for a large service team
What do you like best about the product?
- It's flexible and can account for complex support processes
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
What do you dislike about the product?
- Case assignment automation is very limited, which is a requirement right now in the new world of AI
What problems is the product solving and how is that benefiting you?
Problems we're solving with Service Cloud:
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
Case Management and Service Cloud Voice
What do you like best about the product?
We have been using salesforce case management for a long time but more recenlty started using workorders to provide our technicians with clear work instructions and the ability to report back on each line item so the customer can see what was done.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
What do you dislike about the product?
Cost of intergrations can be a set back. We have found we can develop our own solution 90% of the time.
What problems is the product solving and how is that benefiting you?
Automatic data collection from emails, and phone calls is world class and makes the customer experience far more enjoyable.
Salesforce Service Cloud has enhanced our ability to deliver exceptional customer experiences.
What do you like best about the product?
The case management system is intuitive, enabling our team to resolve issues efficiently. The analytics and reporting tools provide valuable insights into our service performance, helping us make data-driven decisions.
What do you dislike about the product?
Configuring the system to fit specific needs might require significant time and effort.
What problems is the product solving and how is that benefiting you?
It brings everything together in one place, making it easier to keep track of interactions and ensure nothing slips through the cracks
Incredible agile and flexible platform that functions as a platform for every business process
What do you like best about the product?
An extensive platform that doesn't just have the functionality to support various business use cases, but also has extensive documentation and help set up to help you in implementing these functionalities.
Salesforce isn't just for advanced developers, but also provides enough functionality that those with little to no knowledge of code at all can easily implement advanced functionality to assist in their business.
Not just developers, but also end users, can find their way around Salesforce with ease. Services and functions are categorized into logical places which enables even our not tech-savvy users to use the platform.
Salesforce isn't just for advanced developers, but also provides enough functionality that those with little to no knowledge of code at all can easily implement advanced functionality to assist in their business.
Not just developers, but also end users, can find their way around Salesforce with ease. Services and functions are categorized into logical places which enables even our not tech-savvy users to use the platform.
What do you dislike about the product?
Salesforce is extensive, but might sometimes be a tad too extensive. Despite already having experience with it, we still discover functionalities that can really help. While these functionalies are often found in the setup component, there is nothing that really 'lets you know its there' so to speak. Some of the documentation links to these funcitonalities are also broken due to the site migrating a while ago, due to which some google results now consist out of broken links
What problems is the product solving and how is that benefiting you?
We mostly use Salesforce Service Cloud to have all of our data in one, easy to access online database (and to get rid of local Excel files, by extension)
The immense benefit I feel is that if one user updates certain data, that this update is immediately visible to all users, that there is only one source of truth. An added benefit is that this source of truth is accessible everywhere due to being completely in a browser environment.
We also get valuable insights due to Salesforce Service Cloud being such a huge help to us. Every interaction that someone might have with a customer is easily logged, making data visualization like dashboarding a breeze.
The immense benefit I feel is that if one user updates certain data, that this update is immediately visible to all users, that there is only one source of truth. An added benefit is that this source of truth is accessible everywhere due to being completely in a browser environment.
We also get valuable insights due to Salesforce Service Cloud being such a huge help to us. Every interaction that someone might have with a customer is easily logged, making data visualization like dashboarding a breeze.
Customer Support with Salesforce Service Cloud
What do you like best about the product?
It has been a game-changer for our customer support. It's highly customizable and has helped us streamline our workflows and improve response times. The customizability of it allowed us to tailor it to our in-house process and at the same time improve our process. Overall, it's an excellent tool for enhancing customer service efficiency and satisfaction.
What do you dislike about the product?
There is a bit of a learning curve especially if you want to customize it according to your in-house processes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several key problems for us, including:
-Improving Customer Response Times,
-With all customer data, interactions, and history Providing 360-Degree Customer View in one platform
-Allowd us to handle customer requests from multiple channels
-Boosting the Support Teams Productivity
-Improving Customer Response Times,
-With all customer data, interactions, and history Providing 360-Degree Customer View in one platform
-Allowd us to handle customer requests from multiple channels
-Boosting the Support Teams Productivity
Service Cloud is powerful but complex, with a steep learning curve.
What do you like best about the product?
What I like best about Service Cloud is how it centralizes our customer support operations. The case management system is really comprehensive, allowing us to track and resolve issues efficiently. I especially appreciate how it gives us a holistic view of each customer's history and interactions.
The customizable interface is also a big plus. It lets me tailor the experience for different team members, ensuring everyone has access to the information most relevant to their role.
The customizable interface is also a big plus. It lets me tailor the experience for different team members, ensuring everyone has access to the information most relevant to their role.
What do you dislike about the product?
What we dislike most about Service Cloud is its complexity. While it's powerful, we find it can be overwhelming, especially for our new team members. The learning curve is steep, and it often takes a lot of time and training for our staff to become proficient.
What problems is the product solving and how is that benefiting you?
We're using Service Cloud to tackle several key challenges in our customer support operations. It's helping us manage customer inquiries more efficiently by centralizing all our support channels in one place. This means whether a customer reaches out via email, phone, or chat, we can track and respond to their issues seamlessly.
The automation features are a big help too. We've set up automatic case routing and some basic response templates, which has cut down our response times significantly. This means our customers are getting faster service, and our team is spending less time on repetitive tasks.
The automation features are a big help too. We've set up automatic case routing and some basic response templates, which has cut down our response times significantly. This means our customers are getting faster service, and our team is spending less time on repetitive tasks.
Everything Service you need
What do you like best about the product?
It has it's own setup pages separate from the rest of SF setup.
What do you dislike about the product?
Integration with Experience Cloud is cumbersome. Not enough help on this topic is available.
What problems is the product solving and how is that benefiting you?
External visitors can find answers to common questions quickly.
Great once you get it set up
What do you like best about the product?
No automatic emails sending multiple emails to customers and removing the personal experiance 0
What do you dislike about the product?
Settings and making changes are hard to find and difficult to implement
What problems is the product solving and how is that benefiting you?
Tracking of issues and volume of custom support.
Solid Foundation of Tools Needed to Run Your Business!
What do you like best about the product?
My favorite features of Salesforce Service Cloud is the usability, scalability and versatility! Out of the box the product and its features are ready to begin using for your company, especially if you've not had a similar product already in place.
Being a first-time Salesforce customer, I was able to use trailhead to learn the basics and begin implementing from day one. I have quickly become a raving fan of Salesforce, especially Service cloud.
For those who are migrating from a similar software, the ability to easily customize the product to suit your existing business needs allows you quickly get up and running. If you are able to use a spreadsheet, you can use salesforce service cloud. Salesforce customer support makes it easy to contact them and resolve problems. Their follow up and commitment to their customers success is outstanding.
We were able to quickly get our team up and running with this new software, even coming from a place of never had something like this implemented before. It is allowed us to improve our customer service and gain usable insights to help make decisions to run our company.
As you use the software, you'll come up with additional ways you can implement to add new services or features to your business. My team and I operate inside of service cloud every single day. Our team motto is "if it's not in salesforce, it doesn't exist." Salesforce has quickly become our single source of truth for information. Is that our company. We are always looking for new ways to integrate our other software and data points and the salesforce.
Being a first-time Salesforce customer, I was able to use trailhead to learn the basics and begin implementing from day one. I have quickly become a raving fan of Salesforce, especially Service cloud.
For those who are migrating from a similar software, the ability to easily customize the product to suit your existing business needs allows you quickly get up and running. If you are able to use a spreadsheet, you can use salesforce service cloud. Salesforce customer support makes it easy to contact them and resolve problems. Their follow up and commitment to their customers success is outstanding.
We were able to quickly get our team up and running with this new software, even coming from a place of never had something like this implemented before. It is allowed us to improve our customer service and gain usable insights to help make decisions to run our company.
As you use the software, you'll come up with additional ways you can implement to add new services or features to your business. My team and I operate inside of service cloud every single day. Our team motto is "if it's not in salesforce, it doesn't exist." Salesforce has quickly become our single source of truth for information. Is that our company. We are always looking for new ways to integrate our other software and data points and the salesforce.
What do you dislike about the product?
It's hard to say what I "dislike" about Salesforce service cloud. We have had this software for going on three years and there are still features that I don't know about and would probably love to implement.
If I had to absolutely decide on something I disliked, it would be the inability to customize the design aspect of the user interface. Items such as field spacing, font size, color. Not that the existing design is bad, but being able to customize it would be great.
If I had to absolutely decide on something I disliked, it would be the inability to customize the design aspect of the user interface. Items such as field spacing, font size, color. Not that the existing design is bad, but being able to customize it would be great.
What problems is the product solving and how is that benefiting you?
Prior to Salesforce service cloud, our company used a rather overpriced CRM with little support or product implementation guides. Since switching to salesforce service cloud, we have not only added features, such as case management, tons of custom objects for tracking very many aspects of our business needs, but the ability to have everything assessable in one place has made us so much more efficient as a company. We have insight now that we never had before.
Service Cloud
What do you like best about the product?
Service Cloud is a powerful tool for managing customer inquiries. Used it for web inquires, phone calls, and emails.
What do you dislike about the product?
It is highly customizable but not awesome if you do not have the resources a team member or the money to customize it.
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us to track customer interactions.
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