Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Service Cloud transformed the Customer and Provider Relationship
What do you like best about the product?
Service Cloud Provides the flexibility to its users to choose the medium they want to communicate their issue with whether it would -Text Messaging, Video Chat, Messanger , Whatsapp and much more. The reason it is very helpful is because it gives the ease to customers to choose the platform as per their conveinience Which further helps to solve their issue fast and contributes to their satisfaction.
Few things that changed the way how we think about providing service to customers Because of Salesforce Service Cloud:
1.RealTime web Chat (Customer Support)- Customers dont have to wait for hours or days for their issues
2.Quick Service From Agents - As Customers History is easily available for agents for their past issues
3. Customers can solve their cases by own and escalate it if necessary
4. Customers and agents both can share best practices and answer questions asked by other customers
5. Using Web App,one can easily integrate chat in Phone or website
6. Customers can use the service frequently for questions which are frequently asked and refer knowledge articles
Few things that changed the way how we think about providing service to customers Because of Salesforce Service Cloud:
1.RealTime web Chat (Customer Support)- Customers dont have to wait for hours or days for their issues
2.Quick Service From Agents - As Customers History is easily available for agents for their past issues
3. Customers can solve their cases by own and escalate it if necessary
4. Customers and agents both can share best practices and answer questions asked by other customers
5. Using Web App,one can easily integrate chat in Phone or website
6. Customers can use the service frequently for questions which are frequently asked and refer knowledge articles
What do you dislike about the product?
Although there is not anything i dislike about Salesforce service cloud but there is certainly a learning curve. Agents have to trained and Understand the different and multiple functionalities so that they can provide better service.
What problems is the product solving and how is that benefiting you?
The one problem i think it is solving which is benefiting me is that - The flexibility it provides that lets customers to choose their mode of communication whether its from text, whatsapp,messenger or video call. It helps the customers to reach out to us in very short spant of time.
Great service product for small to large businesses
What do you like best about the product?
OmniChannel to handle many service channels, many no-code tools, solid documentation to implement features, improving interface including the console to drive productivity.
What do you dislike about the product?
You need a partner or expertiese to implement and extensive training for users to adapt. This is expected but still a consideration for any business to successfuly implement this product. For larger companies and complex processes, declerative tools fall short, so we rely on programatic solutions which are great. This wouldn't be a problem is majority of customers weren't sold the vision of no code.
What problems is the product solving and how is that benefiting you?
My customers benfit greatly from OmniChannel capabilities, especielly Service voice using Amazon connect. The IVR experience is highly customizable, allows to align to unique business processes and automate using OmniChannel flow.
The best solution for Omni-channel experience
What do you like best about the product?
Thanks to Salesforce Service Cloud, our customer had the opportunity to achieve incredible results, like reducing anwser times of Contact Center Agents (with the Amazon Connect integration available with Service Cloud Voice) and also improve agents efficiency between the support cases opened by customers both from email and voice calls.
After more than one year, the contact center reached almost 300000 calls from customers. Also, thanks to the 3 Salesforce release each year, there are plenty of new functionality to implement in the CRM and to achieve many more result in the Customer Support experience.
After more than one year, the contact center reached almost 300000 calls from customers. Also, thanks to the 3 Salesforce release each year, there are plenty of new functionality to implement in the CRM and to achieve many more result in the Customer Support experience.
What do you dislike about the product?
With Salesforce Service Cloud you could get in trouble if you try to integrate external Systems. You should always check with Salesforce Support if a particular System or Software is available to be integrated inside the CRM.
What problems is the product solving and how is that benefiting you?
First, Salesforce Sercive Cloud helped our customer to achieve an Omni-channel experience never seen before. All the necessary information is stored securely inside the CRM and that improved so much the agent efficiency.
Game changer
What do you like best about the product?
The ability for us to quickly capture and record data from our customers and report back to our internal users and external communities.
What do you dislike about the product?
We have captured so much data that it would be great if they allowed more than 200GB of storage.
What problems is the product solving and how is that benefiting you?
The ability to share our internal data collected data with our external partners.
Salesforce customization
What do you like best about the product?
We have been using service cloud for over 7 years. Capabilities are continuously added. For customers unfamiliar with the ease of adjusting the configuration, it is very satisfying to make changes during a screen share call and implement suggestions immediately.
What do you dislike about the product?
Some of the license options require a careful review of the cost vs. limitations.
What problems is the product solving and how is that benefiting you?
Government and industry collaboration in a secure environment.
Works well for our needs, but we need to utilize more
What do you like best about the product?
Global Search. In our old system, we were not able to search. You had to know where the Object lived within the build in order to see anything in it. Many of our end users would like for it to do more, but they don't fully understand how to use the system.
What do you dislike about the product?
Sometimes it can be unclear what all of the settings are that we need to enable in order to turn on some functionality.
What problems is the product solving and how is that benefiting you?
The reporting capabilities that we have are a huge improvement on our previous system. We are able to capture better information, but we need to ensure our data is clean.
Higher Ed
What do you like best about the product?
I like the customer 360 view while supporting customers.
What do you dislike about the product?
Not necessarily a dislike but there is a lot to learn to know the full capacity.
What problems is the product solving and how is that benefiting you?
Better customer support
The Right Fit
What do you like best about the product?
The seemless customer and technician tracking w/status of products.
What do you dislike about the product?
I have not found any issues when using the product.
What problems is the product solving and how is that benefiting you?
Accurate and effective tracking of products and technicians.
Salesforce Service Cloud helped me improve my Contact Center Operations!
What do you like best about the product?
The ability to integrate all of my data in one system has been delightful. Previously, staff were accessing several distinct systems to find everything they need to do their jobs. Now, it's (almost) all in Salesforce and accessible with a few clicks of a button.
What do you dislike about the product?
Having all of our data in one system is really only scary in the event Salesforce isn't available when it's needed. Luckily, we have only had one instance of that (but it really showed that we have moved all the important information into Salesforce!)
What problems is the product solving and how is that benefiting you?
Having Omni-Channel and Omni-Supervisor routing all of the work and allowing my managers to keep track of who is doing what on a daily basis has really streamlined our operations. It allows us to pivot when we see a channel getting backed up and it helps us identify gaps in process quickly through reporting.
A solution that improves service quality and assists agents in their work
What do you like best about the product?
The possibility of communicating through multiple channels, managing cases, and having all the client's information in one place.
What do you dislike about the product?
Some restrictions of omnichannel regarding task management.
What problems is the product solving and how is that benefiting you?
Communications with clients, obtaining information, automating processes according to the type of cases, obtaining recommendations.
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