I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.
Agentforce Service
Salesforce, Inc.External reviews
6,999 reviews
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All my work in one place, with options to add programs
What do you like best about the product?
That everything necessary for my work was in one place and additional programs can be included.
What do you dislike about the product?
Perhaps the image that sometimes can be a bit not so modern
What problems is the product solving and how is that benefiting you?
Having to use several programs at once
Extremely Helpful for Managing Vendor Contacts and Information
What do you like best about the product?
this is extremely helpful to get contacts from different vendors and store bunch of infos in it.
What do you dislike about the product?
I unfortunatelly do not have anything that I dislike.
What problems is the product solving and how is that benefiting you?
it is absolutley worth of using this entire platforms and I helps me al ot.
Very User-Friendly Interface with Zero Learning Curve
What do you like best about the product?
It has a very user-friendly interface, and it doesn’t take any time to get used to.
What do you dislike about the product?
The page’s style needs to be more modern.
What problems is the product solving and how is that benefiting you?
It feels like a gateway between me and my clients/customers, and it makes everything more accessible and easy to manage.
Everything in One Place, Smooth Experience Overall
What do you like best about the product?
Honestly, the best part is having everything in one place
What do you dislike about the product?
nothing particularthe only real downside is the steep learning curve.
What problems is the product solving and how is that benefiting you?
It kills the chaos by centralizing all customer data, so I don't have to hunt through different apps for info. It saves me tons of time on repetitive tasks, letting me actually focus on solving problems rather than just managing tickets
Unified Support: One Screen to Rule Them All
What do you like best about the product?
Salesforce Service Cloud is the unified 360 degree view it gives agents.
In a lot of other tools, a rep has to hunt through three different tabs to see a customer’s previous orders, open cases, and recent chats. With Service Cloud, that context is served up automatically. It virtually eliminates the "I'll have to put you on hold while I look that up" moment, which makes the conversation feel much more personal and efficient.
In a lot of other tools, a rep has to hunt through three different tabs to see a customer’s previous orders, open cases, and recent chats. With Service Cloud, that context is served up automatically. It virtually eliminates the "I'll have to put you on hold while I look that up" moment, which makes the conversation feel much more personal and efficient.
What do you dislike about the product?
1. Need a dedicated admin or a consultant to make it actually usable for your specific workflow, which adds a lot of hidden costs.
2. Every cool new feature comes with an additional per-user, per-month fee.
3. When you have a complex org with lots of automations and third-party integrations running in the background, the console can occasionally get sluggish.
2. Every cool new feature comes with an additional per-user, per-month fee.
3. When you have a complex org with lots of automations and third-party integrations running in the background, the console can occasionally get sluggish.
What problems is the product solving and how is that benefiting you?
1. It handles the tedious air traffic control of support by using Omni-Channel Routing to automatically send tickets to the agent best qualified to solve them.
2. It eliminates the issue of customers getting different answers from different agents through a centralized Knowledge Base.
3. It stops the "please hold while I look that up" problem by putting all customer history, chat transcripts, and case notes on one screen.
2. It eliminates the issue of customers getting different answers from different agents through a centralized Knowledge Base.
3. It stops the "please hold while I look that up" problem by putting all customer history, chat transcripts, and case notes on one screen.
Personalized Dashboards and Powerful Reporting in One Place
What do you like best about the product?
I like being able to have personalized dashboards and keep my data, along with my team’s data, all in one place. It’s also helpful that I can export very specific reports when I need them.
What do you dislike about the product?
At times, I find that the platform isn’t very user-friendly, and it can be a bit difficult to navigate.
What problems is the product solving and how is that benefiting you?
Being able to track all the activity that each of us does is really helpful.
Simple, Easy Communication—Could Use Smarter Usage Recommendations
What do you like best about the product?
I just like the ease and simplicity it can bring to your projects and communication.
What do you dislike about the product?
I think if there were internal recommendations about your usage of the product that would be helpful.
What problems is the product solving and how is that benefiting you?
Benefits me by allowing me to get some time back and ensure I’m top of only the important things
Consistently Excellent and Up-to-Date Services
What do you like best about the product?
All the services are excellent and consistently up to date.
What do you dislike about the product?
There might be some delay in the data in your environment and in the cloud.
What problems is the product solving and how is that benefiting you?
It helps really create a track of all our customers and all their necessary informaiton
Consolidates Customer Interactions into One Workspace, Boosting Productivity
What do you like best about the product?
It consolidates customer interactions into a single, comprehensive workspace, helping boost agent productivity while also improving customer satisfaction.
What do you dislike about the product?
For any customization, you'll need o hire a resource or a consultant and the cost of the resource, and the integration are high.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the core challenge by centralizing customer interactions in a single omnichannel platform. It helps eliminate data silos, reduces agent burnout by cutting down on manual tasks, and speeds up case resolution, which leads to higher customer satisfaction (CSAT) and better retention.
Field service has become more customer focused but asset-centric workflows still need improvement
What is our primary use case?
What is most valuable?
Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless.
The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry.
Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.
What needs improvement?
While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.
For how long have I used the solution?
I have been using it since 2018.
What do I think about the stability of the solution?
As for stability, I would rate it an eight, as it is a stable product.
What do I think about the scalability of the solution?
I would rate scalability highly because it is scalable, and there are always parts or other improvements. I can rate it a seven.
How are customer service and support?
Rating technical support from Salesforce is a difficult question for me because I do not generally deal with it.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have dealt with solutions similar to Salesforce Service Cloud, working with a few of them, including IFS and ServiceMax; these are the primary ones.
I have noticed crucial differences between these tools. For instance, while I have the auto-scheduling option in Salesforce Service Cloud, IFS has a much better product in PSO that constantly updates reroutes based on priority and other criteria. ServiceMax is better for asset-related activities, being more asset-centric.
How was the initial setup?
The installation and deployment process is comparatively easy.
What was our ROI?
I see a good ROI.
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
The ROI is contingent on which modules I am using, how extensively I am using the application, and how well it is integrated. It depends on multiple factors.
What's my experience with pricing, setup cost, and licensing?
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
What other advice do I have?
I am not using Einstein Bots. I am the Presales and Solution Head for the field service application in the company. I would give this product an overall review rating of seven.
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