Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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Great platform
What do you like best about the product?
It's a part of seamless automation platform
What do you dislike about the product?
Sometimes too much happening and things get complicated.
What problems is the product solving and how is that benefiting you?
Customer service ticketing on the unfied platform
Best cloud for customer service
What do you like best about the product?
Ability to get 360 view of all customer activities. Constant innovation and data security provided by salesforce. Additionally Einstein seems to be replaced by more powerful ai which is something to look forward to as new ai agents.
What do you dislike about the product?
Chanel transfer from one to another seems to be an issue.
What problems is the product solving and how is that benefiting you?
Providing customer service by case management and omni channels in one place
Salesforce Service
What do you like best about the product?
Salesforce Service is an integral part of our Customer Support operations. It's a vast and powerful tool, which elevates our customer and employee experience.
What do you dislike about the product?
Reporting on Salesforce Service cases can have limitations.
What problems is the product solving and how is that benefiting you?
Salesforce Service is our primary tool for customer support documentation and knowledge.
A great service to help our service!
What do you like best about the product?
Service cloud allows our internal Salesforce team to easily service our business users who are looking for help or to make essential changes based on important business initiatives. We also use that functionality externally by our advocates (who are kind of like a customer service team) and intake problems the customer is having and then utilize the workflow to bring that issue to the correct department to work on the problem.
What do you dislike about the product?
I dislike that I don't think we are utilizing all it has to offer!
What problems is the product solving and how is that benefiting you?
Issue that have to do with insurance coverage- eligibility problems, claims issues, etc which helps us solve for our customers and retain them
Longer. It also reduces emails or ad hot requests with our internal Salesforce team.
Longer. It also reduces emails or ad hot requests with our internal Salesforce team.
SF Service Cloud Superb
What do you like best about the product?
It's accessibility for my call center agents and the SF Marketing Cloud. My agents utilize the sales cloud as well which give my operation the flexibility needed to serve my commercial customers. The data from the sales and service cloud also feeds the marketing cloud which gives my multi-channel engagement campaigns additional reach and impact.
What do you dislike about the product?
Actually nothing other than my O&M costs
What problems is the product solving and how is that benefiting you?
Please see first question and answer.
Has helped elevate customer experience with our personal relationships with customers.
What do you like best about the product?
The ability to have cases created from our incoming customer requests that help us better serve our customers.
What do you dislike about the product?
It is a little clunky and the UI is a bit dated.
What problems is the product solving and how is that benefiting you?
Allowing us to interact with customers about orders and questions
Service Cloud Serves
What do you like best about the product?
Integrated platform with Sales Cloud.
Omnichannel and case assignment works well
Omnichannel and case assignment works well
What do you dislike about the product?
Requires additional licenses for add ons like chatbots
What problems is the product solving and how is that benefiting you?
Customer and internal staff queries and request
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
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