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.
Service Console Delivers
What do you like best about the product?
Omnichannel routing and the service console are the two biggest productivity features I love most about Service Cloud. Multichannel routing of calls, the agile tab views within the consol, it all makes delivering quality service to customers efficient and simple for our agents. My CS leaders love the Omnichannel supervisor and the ability it gives them to manage their teams.
What do you dislike about the product?
Milestones, milestones, milestones. I'd love to be able to pause one milestone while allowing another to continue to run.
What problems is the product solving and how is that benefiting you?
It brings together all the information our CS team needs to deliver quality support to the customer on one screen. We're currently trying to add additional channels for support.
Great to structure customer requests and manage work
What do you like best about the product?
Service Could helps us to structure incoming service request via Email, Phone and Chat and assign them in an effective manner to our agents.
What do you dislike about the product?
Many of the AI features are extra products
What problems is the product solving and how is that benefiting you?
It helps us to assign incoming emails or calls effectively and provide agents with the right service knowledge and customer data at the right time. At the end we can analyze the data well.
Great experience for Business and IT
What do you like best about the product?
the intuitive user interface and the overall expierence
What do you dislike about the product?
the high license costs are a down site for the Service cloud.
What problems is the product solving and how is that benefiting you?
to get the connect between service and sales.
Service Cloud helps manage customer support efficiently
What do you like best about the product?
The ability to streamline customer support by centralizing case management, automating routine tasks, and providing seamless multi-channel support. This makes handling customer inquiries faster and more efficient, improving both customer satisfaction and team productivity.
What do you dislike about the product?
The potential downside of Service Cloud could be the learning curve associated with its customization options and advanced features
What problems is the product solving and how is that benefiting you?
Automation and centralize case tracking
One of the best cloud in salesforce
What do you like best about the product?
Easy implementation but high customization capabilities
What do you dislike about the product?
Omni channel is very hard to customize if we need to customize more than we have straight on the ui
What problems is the product solving and how is that benefiting you?
Orchestration of service support using service cloud is another level!
Service Cloud is my favorite Salesforce Cloud
What do you like best about the product?
I really like in Service Cloud different features used to create Cases like Email to Case and Web to Case
What do you dislike about the product?
Omni Channel should be improved. It's not easy to update it.
What problems is the product solving and how is that benefiting you?
It's helping our customer with Complaint Management
Really nice cloud
What do you like best about the product?
My favorite cloud. It have almost everything
What do you dislike about the product?
Omichanel sucks when we have bigger customization. Case don't have Name field
What problems is the product solving and how is that benefiting you?
Customer can rise the case when something is broken, via email, web and social media
Enhancing way we manage customer tickets and safety topics.
What do you like best about the product?
Easy way to manage customer tickets in all channels with omni channel. Empowering efficiency with automated flows, quick texts and Marcos.
What do you dislike about the product?
No way to measure how much time in mamanging a ticket was spent outside of Salesforce.
What problems is the product solving and how is that benefiting you?
All the data and channels in one place, easy reporting
Service cloud for nonprofit
What do you like best about the product?
Case management and chatter for clients.
What do you dislike about the product?
Glitchy and should be included with sales cloud for nonprofits
What problems is the product solving and how is that benefiting you?
Easy to track customer complaints
Service User
What do you like best about the product?
The platform offers great case management tools, allowing my agents to track, prioritize, and resolve customer issues efficiently. The case feed provides a real-time overview of customer interactions.
What do you dislike about the product?
Finding skilled architects to fully utilize the platform
What problems is the product solving and how is that benefiting you?
Providing a 360 view of the customer
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