Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Good product by a bit clunky
What do you like best about the product?
Single point of truth for all my customer interactions
What do you dislike about the product?
Report creation is a challenge and building new reports takes a long time
What problems is the product solving and how is that benefiting you?
Giving multiple teams visibility into the same data
Streamlined Case Management with Mail-to-Case and Experience Cloud
What do you like best about the product?
What I appreciate most about Salesforce Service Cloud, specifically with the Mail-to-Case and Experience Cloud features, is how they simplify case management and enhance customer engagement. Mail-to-Case allows seamless conversion of customer emails into support tickets, ensuring that no request goes unnoticed and agents can track and resolve issues more efficiently. This helps streamline workflows by automatically assigning and organizing cases based on predefined criteria, reducing manual tasks and improving response times.
Experience Cloud, on the other hand, provides an excellent platform for creating branded customer portals and communities, where users can submit cases, access self-help resources, and engage with other users. It enhances the customer experience by offering them the flexibility to find solutions independently or connect with support when needed, all within a unified interface. Together, these tools empower both agents and customers, driving efficiency and satisfaction.
Experience Cloud, on the other hand, provides an excellent platform for creating branded customer portals and communities, where users can submit cases, access self-help resources, and engage with other users. It enhances the customer experience by offering them the flexibility to find solutions independently or connect with support when needed, all within a unified interface. Together, these tools empower both agents and customers, driving efficiency and satisfaction.
What do you dislike about the product?
A particular downside of Salesforce Service Cloud, especially with Mail-to-Case, is that it’s not easy to order cases by the last email received. This can be frustrating when trying to prioritize or track the most recent customer interactions. The standard case list views often focus on the creation date or other default fields, making it tricky to sort cases based on the latest communication. This limitation forces teams to rely on custom fields, filters, or additional workarounds to get a clear view of the most up-to-date conversations, which can be inefficient and time-consuming.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of managing and organizing large volumes of customer inquiries efficiently. By automatically converting emails into cases, it ensures that no request is overlooked, improving response times and streamlining support operations.
Never again is now and customer service is now
What do you like best about the product?
Almost limitless range of functions. It is very easy to customize the Service Cloud for our service and gain the full potantial of our customer service.
The low/no code integreation of services and flows is great to do simple automation processes and bring the best useabilty to our employe and stakeholder. Implement new processes is kindly easy and isn't the customer support helps very fast and friendly.
We use the service cloud for thousend of service tickets a day and also we use it for intern processes and services. It is great to see our business grow and the service cloud arrange with no issues.
The low/no code integreation of services and flows is great to do simple automation processes and bring the best useabilty to our employe and stakeholder. Implement new processes is kindly easy and isn't the customer support helps very fast and friendly.
We use the service cloud for thousend of service tickets a day and also we use it for intern processes and services. It is great to see our business grow and the service cloud arrange with no issues.
What do you dislike about the product?
The comunication services like email or letter are hard to set to our coperate design. I wish we had more functinallyty like fonts management or color schema setup in flows or lightning lwc. Other integrations are realy easy.
What problems is the product solving and how is that benefiting you?
The service cloud makes it easy and quick to complete recurring tasks.
All in one click
What do you like best about the product?
All services are made to suddisfy yours need with only a few clicks!
What do you dislike about the product?
If you have need to implements custom things, should not be easy
What problems is the product solving and how is that benefiting you?
Time to delivery
Advantages of using service cloud
What do you like best about the product?
The seamless case lifecycle helps our customers get the cases resolved easily.
What do you dislike about the product?
Sometimes it requires us to train our service agents.
What problems is the product solving and how is that benefiting you?
It is helping businesses to give their customers a better after sale services.
Cutting edge contact centre application
What do you like best about the product?
ease of usage
industry specific out of box app
ease of setup
industry specific out of box app
ease of setup
What do you dislike about the product?
cost of license
apart from this pretty much everything is awesome
apart from this pretty much everything is awesome
What problems is the product solving and how is that benefiting you?
customer 360 view
newly launched agentforce is quite promissing
newly launched agentforce is quite promissing
Is to easy to develop and easy to make any change
What do you like best about the product?
The 365 vision of cumstomer when them contact us for any chanel
What do you dislike about the product?
More option to bots whatsapp, for cumstomer and agent
What problems is the product solving and how is that benefiting you?
To unifiquei the requuest of the client
Number of Features
What do you like best about the product?
Service cloud has a large number of features that are easily configured (clicks not code). You're able to correspond with customers via live chat, chat bots, phone calls, or emails all within Salesforce. Instant chat is a must-have with customer support these days, particularly with Salesforce agents on the very near horizon. If you don't have all of these features available in one spot and working in sync with AI, your customer support is going to be outdated quickly and your competitors will shine.
What do you dislike about the product?
The documentation for implementation and configuration could be a lot more robust and clear.
What problems is the product solving and how is that benefiting you?
One problem it's solving is routing of cases with omnichannel and increased quality of the customer support team work with supervisor console.
Salesforce Service Cloud Great Support Tool for Salesforce users.
What do you like best about the product?
Its very tightly integrated into Salesforce, we adopted service cloud recently as we have been on Salesforce since 2017. With many of our users comfortable with Salesforce, we didn't want to add another platform to the mix that they would have to interact with. Being native to SF also makes it easy to leverage existing data.
What do you dislike about the product?
The implementation does take some time, with the high level of flexibility and customization, it means that rolling it out needs some careful preparation and planning.
What problems is the product solving and how is that benefiting you?
We needed a way to track support requests from our customers (and internally as well). The ticketing system we had was EOL and was not being supported anymore, as well as the fact that it didn't integrate with salesforce. When we looked for a replacement, having it work with our salesforce system was priority #1. We have rolled it out internally for our support and have started implementing Knowledge base. It has helped us make sure that support requests are handled and resolved without anything falling through the cracks.
15 years and still going
What do you like best about the product?
The flexibility of the solution. Our ever changing needs in the service sector have been met by us internally having the ability the take care of it ourselves with clicks and code
What do you dislike about the product?
Sometimes some functionality is changed and it interrupts the communication flow with our customers
What problems is the product solving and how is that benefiting you?
One place to enter...maintain and close our tickets...and having our Sales side having the ability to SEE what the service side is doing
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