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.
Best customer service tool
What do you like best about the product?
It makes managing tickets so much easier between agents
What do you dislike about the product?
High license cost make it less affordable
What problems is the product solving and how is that benefiting you?
Queue assignment and approvals.
Service Clouds is leveraging the customer 360
What do you like best about the product?
Service Cloud allows customer service to leverage sales cloud data and allows to help customers in a much more efficient way.
What do you dislike about the product?
Master data is key, if customer master data is not mainted properly, you cannot leverage service cloud to the fullest.
What problems is the product solving and how is that benefiting you?
Questiongs on oroducts, marketing collateral, orders and invoices
Great experience
What do you like best about the product?
Automated service processes. Customization to needs
What do you dislike about the product?
Probably the storage price. It is expensive
What problems is the product solving and how is that benefiting you?
a one stop service without having multiple applications
Salesforce service cloud
What do you like best about the product?
A wide complete and centralized view for data of each customer. Best for case managements and efficient services for customers at any level.
What do you dislike about the product?
A little expensive and sometimes difficult to move customer related data from other legacy applications to this cloud
What problems is the product solving and how is that benefiting you?
case management mainly and the broad range of customization options available
Service Cloud for Technical Cases
What do you like best about the product?
Console user Interface is great for techs
What do you dislike about the product?
Set up is not user friendly and it is time consuming
What problems is the product solving and how is that benefiting you?
Customer facing
Creative and easy to use
What do you like best about the product?
Case management and Einstein related products
What do you dislike about the product?
Chat bots could be better. The Omni channel could be more customizable as well.
What problems is the product solving and how is that benefiting you?
Case management and help desk support
Master of Knowledge Articles and Case Management
What do you like best about the product?
We use the service cloud very widely and one of the Top 10 consumers of the knowledge articles storage by the number of articles and the versions and language we use. We expose these articles in our company website for self service and case deflection which is helping a great extent and Service cloud is the single tool that we use for case management for all our products and it proved to be very effective and working great in conjunction with the service console that is helping our tech support reps life easier. Additionally we use service cloud to store our customer entitlements that used to get generated in an external system and integrated to service cloud but we are in process of generating them using the Salesforce Revenue cloud Assets.
What do you dislike about the product?
The console performance can be further improved and the retrieval of knowledge articles using API can be improved.
What problems is the product solving and how is that benefiting you?
Customer case management and single source of truth for knowledge articles
Agentforce looks promising
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to streamline customer support with automation, making it easy to manage cases and deliver personalized service at scale.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that its complexity can lead to a steep learning curve for new users, especially when setting up advanced features.
What problems is the product solving and how is that benefiting you?
Na
Ms
What do you like best about the product?
Omni chanal and Service Cloud helps with automating routine tasks, providing customer insights, and even recommending next best actions for agents.
What do you dislike about the product?
Complexity and learning curve , cost , not easy to customise
What problems is the product solving and how is that benefiting you?
Customization Overhead: While it offers deep customization, setting up and managing these custom workflows can become resource-intensive, requiring dedicated admins or developers to maintain the system.
Service clouds is great!
What do you like best about the product?
Omni channel routing allows our call center agents to quickly assist our customers
What do you dislike about the product?
We need more robust ways to create SLAs time clocks
What problems is the product solving and how is that benefiting you?
Customer center support and a full customer 360 view with Sales and Marketing cloud
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