Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Salesforce Service Cloud
What do you like best about the product?
Salesforce service cloud has enabled my department to centralize several data sources. Leading to increased optimization amongst the team and making customer profiles/insights easier to generate.
What do you dislike about the product?
So integrated in the salesforce ecosystem that it can be hard to use with other companies products.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is enabling a better customer experience.
Great Service Cloud product
What do you like best about the product?
Salesforce Service Cloud is a comprehensive customer service platform designed to streamline and enhance support operations. It offers a range of tools for case management, knowledge base creation, automation of workflows, and omnichannel support. With AI-driven features like Einstein for predictive analytics and automated responses, it improves response times and customer satisfaction. Integration with other Salesforce products and third-party apps enhances flexibility and customization. While powerful, its extensive features can have a steep learning curve, and costs can add up for smaller businesses. Overall, it's a robust solution for organizations prioritizing top-tier customer service.
What do you dislike about the product?
One downside of Salesforce Service Cloud is its complexity, which can lead to a steep learning curve for new users or smaller teams. The platform offers a vast range of features, but this can feel overwhelming and time-consuming to set up and optimize. Additionally, the cost can be quite high, especially when scaling or adding premium features, making it less accessible for smaller businesses. Customization, while powerful, may require technical expertise or reliance on consultants, which can add to the overall expense and effort involved in using the platform effectively.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves several key problems related to customer service and support. It centralizes customer interactions across multiple channels (email, phone, chat, social media) into one unified platform, making it easier for service teams to manage cases efficiently. By automating workflows, case routing, and repetitive tasks, it reduces response times and improves agent productivity. It also provides valuable insights through analytics and AI, helping businesses predict customer needs, personalize interactions, and enhance overall customer satisfaction. Ultimately, it improves service quality and scalability, addressing the challenge of delivering consistent, high-quality customer support.
Great Service Management tool
What do you like best about the product?
Best to track Service Management cases and integrating with Agentforce
What do you dislike about the product?
There is nothing to dislike. Its a great tool
What problems is the product solving and how is that benefiting you?
Creating a Customer 360
Empowering businesses with scalable, intelligent service solutions
What do you like best about the product?
Salesforce Service Cloud offers extensive customisation options, allowing businesses to tailor workflows and processes to their needs. Its automation tools, including AI-powered features, streamline repetitive tasks and boost agent productivity. The platform’s scalability makes it ideal for businesses of any size, adapting to more complex operations as they grow. Additionally, Service Cloud integrates seamlessly with Salesforce CRM and third-party systems, providing a unified customer service experience. Features like the customer self-service portal and knowledge base also help reduce case volumes while improving customer satisfaction.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, its initial setup and customisation can be complex, often requiring the expertise of a dedicated consultant or administrator, especially for larger organisations. Additionally, the platform comes with a learning curve for new users, which may require time and training to fully leverage its features. These complexities can pose challenges for smaller teams or businesses without in-house Salesforce expertise.
What problems is the product solving and how is that benefiting you?
Streamlining case management, reducing manual work, improving customer experience, integrating with other tolls we are using
Excellent platform for service agents
What do you like best about the product?
The possibilities to display what is most relevant for the service desk cases using dynamic lighting pages.
What do you dislike about the product?
The workflow builder being allot more technical then expected.
What problems is the product solving and how is that benefiting you?
Getting the right information to service desk agents.
Overall it is great experience with limitations
What do you like best about the product?
Case management is great , we have lot of support process with different service teams so great to have those different processes. Having multiple case reason and popping up the cases when needed during conversations with customers.
What do you dislike about the product?
One of the feature which was pain point to the service team was the sms communication channel. Lot of failures in sending sms as well as recieving the sms. There is no logging as well for the failures so we find the issue when customers report which looks very bad.
What problems is the product solving and how is that benefiting you?
Resolving the cases and getting the timeline of the conversation helped provide better service and reduce resolution time
Nice product
What do you like best about the product?
Saves a lot of time logging cases and communicating with other departments
What do you dislike about the product?
Some standard functions can be more flexible
What problems is the product solving and how is that benefiting you?
Knowledge base
All in the same place
What do you like best about the product?
The best part of service cloud is that it's the same system as my sales CRM.
What do you dislike about the product?
Some features are paywalled or may require you to get additional tools for all your needs
What problems is the product solving and how is that benefiting you?
Single place for our case management with the rest of our CRM data readily available
Success with Service Cloud
What do you like best about the product?
I love the ability to have standard out of the box functionality coupled with custom logic to support intricate business processes and complex customer inquiries.
What do you dislike about the product?
Often times due to archaic email the case set up we have junk/spam inquiries.
What problems is the product solving and how is that benefiting you?
Exposure of all customer facing communications to ensure quality support from all levels of the organization
Customer support
What do you like best about the product?
Service cloud has helped most with case management
What do you dislike about the product?
Service analytics can be improved for easier use
What problems is the product solving and how is that benefiting you?
Knowledge base has helped most
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