Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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External reviews are not included in the AWS star rating for the product.
Great product
What do you like best about the product?
One platform for our team to work on, integration with phonesystem and use of Omni channel and cases.
What do you dislike about the product?
Integration with Vonage, although all on one place, functionality is not yet what we expected. Although still wirking on that.
What problems is the product solving and how is that benefiting you?
Handeling cases for me and my team and being able to communicate via case feeds and activiteiten timeline.
Digital Support Agent
What do you like best about the product?
Improve support efficiency and case deflection
What do you dislike about the product?
Cost of licenses, which counts number of words
What problems is the product solving and how is that benefiting you?
Case deflection and efficient support management
Comprehensive Review of Salesforce Service Cloud: Elevating Customer Support and Experience
What do you like best about the product?
What I like about Salesforce Service Cloud is its seamless integration across multiple channels, powerful case management, and automation features. It makes customer support efficient, with AI-driven insights and self-service options that enhance both agent productivity and customer satisfaction.
What do you dislike about the product?
Features are great and easy to integrate. I am worried about the cost escalation as we use more.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of managing and responding to customer inquiries across multiple channels efficiently. It centralizes customer interactions, automates routine tasks, and provides real-time insights, which speeds up issue resolution. For me, this means faster response times, improved customer satisfaction, and a more organized workflow for support teams, ultimately leading to better customer retention.
initial version did lot of features and we ended up customizing. Now it’s hard to get out
What do you like best about the product?
Service cloud new version has lot more features
What do you dislike about the product?
Limited app exchange 3rd party apps available
What problems is the product solving and how is that benefiting you?
Easy to use and all in one platform for our service techs
Praise for Service Cloud
What do you like best about the product?
Service Cloud is very configurable, allowing for declarative customizations to meet our business needs. Implementation was straightforward and Cases are critical to our success.
What do you dislike about the product?
So many great new features that we'd love to take advantage of but many require an additional purchase. Very happy to hear at Dreamforce 2024 the now-included options that we can begin to take advantage of within our current subscription, then roadmap out expanding our toolset.
What problems is the product solving and how is that benefiting you?
Managing our interactions with customers is critical to our success. Salesforce Cases have unified our communications, interactions, and and provided data relationships so we are continually improving our approach.
Readily available tools with no code
What do you like best about the product?
Has a lot of features that are readily available.
What do you dislike about the product?
Some features require customizations based on ur industry
What problems is the product solving and how is that benefiting you?
Inquiries
Use of Service cloud for custom use case
What do you like best about the product?
Integration with Sales cloud, ability to bring analytical insights via crma. Easy to enable Account, Contact coupled with Case, Task, Notes etc bringing C360 visibility to the account team.
What do you dislike about the product?
Its tough to enable non traditional service workflows that fits outside the standard implementation
What problems is the product solving and how is that benefiting you?
C360 visibility. Ability to bring all client interactions on Account and Contact. Ability to build custom objects to house internal client relevant data.
My review on Service Cloud
What do you like best about the product?
It can capture customer enquiries from all channels - phone, website, email, social. Which allows the agents to easily address these enquiries from 1 platform
What do you dislike about the product?
Integration is not easy, especially when integrating with external systems to capture all info about the customer
What problems is the product solving and how is that benefiting you?
Check easily if particular customers have complained multiple times, so we know if is real issue or not. Also we can develop reports to understand the categories of issues that is commonly happening to customers - hence improving on our services as well
Service cloud application
What do you like best about the product?
End to end service solutions to enable the support team
What do you dislike about the product?
Salesforce is missing its own CTA feature
What problems is the product solving and how is that benefiting you?
Advanced service solutions to customer
BYOT - Service Cloud Voice
What do you like best about the product?
We just implemented an enterprise change over to a new telephony provider and we've been very pleased with Service Cloud Voice's ability to 'Bring Your Own Telephony' provider.
What do you dislike about the product?
We are still looking for a good out of the box Salesforce solution for screen recording for our contact center chat and telephone interactions.
What problems is the product solving and how is that benefiting you?
Help desk, contact center, field services, implementations, onboarding
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