Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Robust & Customizable, But Setup Can Be Tricky
What do you like best about the product?
I appreciate Salesforce Service Cloud's robust and customizable nature, allowing it to efficiently support our clients. The Omni-channel case routing is particularly valuable, as it enables us to route emails, phone calls, and community cases effectively. Leveraging Salesforce's Lightning Knowledge also benefits us by providing essential information to our agents and customers.
What do you dislike about the product?
I find the setup process of Salesforce Service Cloud quite challenging, especially because it demands a detailed understanding of complex Salesforce processes. This complexity can make the initial setup tricky and often requires having a skilled partner to assist, particularly when dealing with intricate features like omnichannel routing and service cloud voice.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to effectively support clients through omni-channel routing and leverage Salesforce's Lightning Knowledge for improved agent and customer information, enhancing overall customer support operations.
Effortless Case Management with Mobile Accessibility
What do you like best about the product?
I find Salesforce Service Cloud straightforward and simple for basic tracking needs. Its ability to manage proper SLAs ensures nothing is missed for customers, which helps us react to customer information efficiently. I also appreciate the trackability and reporting, which keeps service request aging in check and has overall been beneficial. Furthermore, its easy accessibility through mobile devices is a significant plus.
What do you dislike about the product?
No issues at this point
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate manual processes, improving case management and service report tracking, ensuring proper SLAs, and providing straightforward customer information reaction.
Efficient Case Management and Support with Salesforce Service Cloud
What do you like best about the product?
I like that Salesforce Service Cloud makes it easy to manage customer cases, automate workflows, and provide quick, personalized support—all in one platform.
What do you dislike about the product?
Sometimes it can feel a bit complex to set up and customize, especially for new users or small teams without technical support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer inquiries efficiently by keeping all cases, interactions, and history in one place. This improves response time, enhances customer satisfaction, and makes team collaboration much easier.
Service Cloud Streamlines Support and Enhances Customer Experience
What do you like best about the product?
Service cloud cloud in enables, our support team to streamline communication across different support channels and improve the customer experience
What do you dislike about the product?
There’s not much we don’t enjoy about service cloud
What problems is the product solving and how is that benefiting you?
Enabling our customers to work with our support team across multiple channels, and provide them with insight into their inquiries through the experience cloud
Great
What do you like best about the product?
Easy to navigate and all information in one area
What do you dislike about the product?
I dont have anything to add on to this area
What problems is the product solving and how is that benefiting you?
Nothing
Great Case Management, But Missing ITMS Features
What do you like best about the product?
Case management feature and knowledge articles.
What do you dislike about the product?
Looking for ITMS features. Which will helps to the customers to achieve their needs.
What problems is the product solving and how is that benefiting you?
All the cases which our employees raise.
Outstanding Omni-Channel Features and Customizability
What do you like best about the product?
The omni-channel features stand out as the best aspect. I also appreciate the ability to capture cases accurately.
What do you dislike about the product?
Nothing in particular stands out. The product is completely customizable.
What problems is the product solving and how is that benefiting you?
How can we effectively capture our interactions with clients and ensure that incidents are reported accurately?
Great for Tracking Cases, but Release Notes Lack Detail
What do you like best about the product?
I am able to track and monitor cases as well as service requests.
What do you dislike about the product?
There is not enough information provided in the release notes.
What problems is the product solving and how is that benefiting you?
Enhances business insight and boosts operational efficiency.
Great for Case Management, but Needs Better Data Governance
What do you like best about the product?
This tool is capable of handling end-to-end case management for support, making the entire process more streamlined and efficient.
What do you dislike about the product?
Managing data governance and ensuring visibility remain challenging aspects.
What problems is the product solving and how is that benefiting you?
Handling cases and support deflection has been a key aspect of my experience. The process of managing cases is straightforward, and the support deflection features help reduce the number of incoming requests by guiding users to helpful resources. Overall, these tools make it easier to address issues efficiently.
Flexible, Easy to Use, and Truly Amazing
What do you like best about the product?
Everything is flexible and easy to use everything is good
What do you dislike about the product?
Nothing. I really love it. It’s amazing!
What problems is the product solving and how is that benefiting you?
My operaciones are better
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