Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Manage customer interactions
What do you like best about the product?
Its robust case management system and the platform’s AI-powered tools, such as Einstein Bots and predictive analytics, enhance the customer service experience by providing quick and accurate responses.
What do you dislike about the product?
Limitations on logos converting to attachments on Email-to-case.
All previous emails will be forwarded while replying to an email on the case.
All previous emails will be forwarded while replying to an email on the case.
What problems is the product solving and how is that benefiting you?
Efficient Case Management
Enhanced Customer Interaction
Unified Platform
Enhanced Customer Interaction
Unified Platform
Service Cloud for Small Business
What do you like best about the product?
Else of configuration and case management system
What do you dislike about the product?
Complexity of console page layout which some times confuse user
What problems is the product solving and how is that benefiting you?
We want to implment service cloud to make sure we provide better service to our customer through omnichannel
Ease of Service Control
What do you like best about the product?
Customer 360 with ease of case view as well ease of confuguration for the escalations.
What do you dislike about the product?
Have not wored on anything which is not pleasant with Service Cloud
What problems is the product solving and how is that benefiting you?
Users are able to raise specific requests which are being managed by Leads on mobile and desktop easily
Easy Setup for Non-Developers
What do you like best about the product?
I like how easy it is to use and how it works seamlessly with other Salesforce products.
What do you dislike about the product?
I would prefer that Service Setup and Setup were part of the same menu.
What problems is the product solving and how is that benefiting you?
Automating repeatable service problems.
Managing Customer Service Cases
What do you like best about the product?
Flexibility and communication tools allow for a nibble workforce
What do you dislike about the product?
Reporting cannot customize and generate robust views.
What problems is the product solving and how is that benefiting you?
Customer Case management and tech support
Night and Day difference
What do you like best about the product?
Service Cloud has been a game changer for our business, we previously were stuck in old school ways of using Excel and other "silo'd" data sources and it required so many manual processes - using Service cloud has allowed us to centralize all of our customer support tickets and we have integrated it with other systems now as well. Email communication and user feedback have drastically improved from using the platform and our customers have found it to be easy to get what they need in a much more efficient manner now.
What do you dislike about the product?
There are very few downsides that I have found, it does require extensive work to set it up for our specific use cases, but since that has been addressed we are lightyears ahead of where we were as a business just two years ago.
What problems is the product solving and how is that benefiting you?
We have leveraged service cloud to improve our ticketing process and resolving a range of issues from general support inquiries, to warranty claims and everything in between.
A versatile and incredibly powerful tool for Service centers - but do not overcustomize
What do you like best about the product?
A powerful, well-known case management tool which enables agents to work efficiently. Is is also a very powerful base for all company related information, that can be visualized in a multitude of reports/dashboards and a knowledge base. Salesforce offers a broad range of tools to make the work as easy as possible for agents. If one needs support outside the company, there are multiple ways to find information on tools, like Salesforce Exchange, Help, Trailhead. Also, the possibility to learn what the system is capable of with a gamified approach (Salesfore Trailblazer) helps understand the landscape fast.
What do you dislike about the product?
Working with a highly Service Cloud, errors often occur and it takes very long for our teams to find a solution, due to heavy code. Being a big tool with loads of data stored, lagging often occurs. After visiting some Innovation Days, we came to find that Salesforce works better, the more Clouds are combined. Companies, who use Clouds like Marketing or Sales next to Service tend to experience a wholesome and overall better experience.
What problems is the product solving and how is that benefiting you?
Customer Complaints Management, Reporting of company relevant KPIs, Storing Information in the Knowledge Base, Creating External FAQs for the Website, Offering a Live Support (Live Chat that is available on the website), Chatbot, Webform and Warranty Claims portal, that are linked to Salesforce offered on the website.
Flexible and customizable shared inbox
What do you like best about the product?
With ServiceCloud we are no longer wondering if something was answered, or by who. There is tracking and accountability for the users and whenever I needed to customize something for a specific unit, the Salesforce Customer Support was always there to assist. I have had over 2 dozen emails brought into the system handled by different groups that have daily access.
What do you dislike about the product?
The fact that it is customizable requires someone with the knowledge and time to make changes, and keep up with updates. A lot of items are handled by a third party vendor. Want a complete system backup for security reasons? You have to pay another company to do it. There's so much you can do... if you have the money to do it.
What problems is the product solving and how is that benefiting you?
How do you have 15 people looking at a single email and having that triaged appropriately, escalated to the right person, and then transferred to another unit or group with a complete history of all that has come before. This is it!
Very good service cloud experience
What do you like best about the product?
Case object and customization for managing Customer complaints Easily. Salesforc AI features for service cloud,Integration, custom coding features, etc. Easy implementation and awesome customer support are added plus. Good for day to day use basis
What do you dislike about the product?
everything is good.No dislikes so far...
What problems is the product solving and how is that benefiting you?
Capturing and Managing Customer complaints and customer details in Cloud platform so it could be access whenever and wherever need.
Salesforce Service Cloud Implementation
What do you like best about the product?
Salesforce Service Cloud has been of immense for us , it has redued their case resolution time by 2/3.
Salesforce service cloud console has helped their agents in effeicently resolving customer queries from multiple channels.
Salesforce service cloud console has helped their agents in effeicently resolving customer queries from multiple channels.
What do you dislike about the product?
The only downside was the licensing cost of salesforce service cloud.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud has helped us in resolving customer compaints via multiple channels such as web, email , phone etc.
Service cloud has significantly reduced the number of logged in cases due to the knowledge article feature.
Service cloud has significantly reduced the number of logged in cases due to the knowledge article feature.
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