Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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Service Cloud Yeah
What do you like best about the product?
Great prorduct and great opportunities with Agent Force integrated in reps dalla routine
What do you dislike about the product?
Privacy policy should be easier to adapt to european market
What problems is the product solving and how is that benefiting you?
It helps us in simplify the interpretation of customemrs requests
Works for every one
What do you like best about the product?
Our agents can get the info they need while our customers
What do you dislike about the product?
Can be pricey compared to others for what it offers
What problems is the product solving and how is that benefiting you?
Response time in solving cases contunes to decrease as we continue to improve our processes
Experience
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to provide a complete, 360-degree view of the customer. This makes it easy to offer personalized support and resolve issues faster. The automation features, like case routing and AI-powered suggestions, save time and improve efficiency. The self-service portals also empower customers to find answers on their own, reducing the workload on support teams. Additionally, the robust reporting tools give clear insights to track performance and make data-driven decisions. Overall, it's a powerful platform for delivering excellent customer service.
What do you dislike about the product?
One drawback of Salesforce Service Cloud is its complexity, especially during the initial setup and customization. It can require a steep learning curve for new users and administrators. Additionally, some features, while powerful, may feel overwhelming without proper training. Customizing certain workflows or reports can also be time-consuming. The pricing can be on the higher side, especially for smaller teams or companies with limited budgets. Lastly, while it's a versatile platform, integrating with other systems sometimes requires additional development effort.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has greatly improved our customer support operations. It consolidates customer data, enabling faster and more personalized service. The automated case management system ensures timely resolution of issues. AI tools reduce repetitive tasks, leading to quicker responses. The self-service options have decreased ticket volume, allowing the team to focus on more complex cases. The reporting features provide valuable insights for continuous improvement. Overall, it has enhanced efficiency and customer satisfaction.
Salesforce Service Cloud improving customer interactions
What do you like best about the product?
The fact you can use all 360 view of the customer to address specific needs.
What do you dislike about the product?
If you have many Customer Service agents, you end up having to own many licenses.
What problems is the product solving and how is that benefiting you?
Improving the interactions with the customer and making it easier for customer service agents to address customer needs.
Customer Service with Salesforce Service cloud
What do you like best about the product?
Agent experience, process automation, call routing and service cloud voice features
What do you dislike about the product?
Cloud telephony integration and issues on user experience side
What problems is the product solving and how is that benefiting you?
Helping my clients leverage the power of Service Cloud with features like ServiceGPT to improve their agents productivity ants experience
architect
What do you like best about the product?
Service Console, Chatbots, omnichannel, knowledge integration
What do you dislike about the product?
The updates in Service Cloud are fewer compared to the updates in Sales Cloud in every release
What problems is the product solving and how is that benefiting you?
Streamlines our customer support process. Helps alleviate the problems using chatbots
Process guy to Admin
What do you like best about the product?
Coming from a business process side of the company and transitioning to an admin was very easy to do. The ease of learning how to be an admin was not as complicated as I thought it would be. Yes there are learning curves based off of how our business works but easily doable
What do you dislike about the product?
The speed sometimes is an issue, waiting for pages to load or results to pop up on a report can be annoying at times.
What problems is the product solving and how is that benefiting you?
Everything used to be in spreadsheets or in emails which is horrible business practice!
Consoles are awesome
What do you like best about the product?
Consoles within Sevice Cloud really help our end users to focus on relevant information. Tabs allow flexibility of toggling between cases or other content in Salesforce on one screen.
What do you dislike about the product?
Having to manually close tabs individually. Would love an option to close all non- saved tabs.
What problems is the product solving and how is that benefiting you?
Individual cases. Especially shared use cases with dynamic forms.
Service First
What do you like best about the product?
Great platform to begin a service journey
What do you dislike about the product?
Nothing springs to mind - our implementation is going well
What problems is the product solving and how is that benefiting you?
Better UI and features over legacy systems
Salesforce Service Cloud: A Game-Changer for Customer Support
What do you like best about the product?
the new agentic and Einstein chatbot features are amazing and would definitely love to build on that.
What do you dislike about the product?
omnichannel routing experience is still buggy and doesnt work so seamlessly. service cloud for slack still missing lot of features.
What problems is the product solving and how is that benefiting you?
Automation and adding AI client service agents are really a great problem solved for us
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