Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Service cloud helps us route the right work to the right people
What do you like best about the product?
Omnichannwl case assignment and routing
What do you dislike about the product?
Nothing I dislike but I'd enhance Omni routing to allow for pauses for tone tracking purposes
What problems is the product solving and how is that benefiting you?
Being able to get cases assigned quickly to the people with the right skills
Onjichannel routing allows us to do that
Onjichannel routing allows us to do that
Review for Service Cloud
What do you like best about the product?
1. Omni-channel Support
2. Knowledge base
3. Case management
4. Service Analytics
2. Knowledge base
3. Case management
4. Service Analytics
What do you dislike about the product?
1. Cost
2. Steep learning curve
3. Performance issues at scale
2. Steep learning curve
3. Performance issues at scale
What problems is the product solving and how is that benefiting you?
1. Inefficient case management
2. Inconsistent knowledge sharing
3. Lack of visibility and context in customer interactions
2. Inconsistent knowledge sharing
3. Lack of visibility and context in customer interactions
Service Cloud, The Non Profit World, and Alaska
What do you like best about the product?
Salesforce Service Cloud has allowed us to seamlessly connect early educators, child care programs, and families searching for child care, all in one place. We were able to import data from multiple sources, connect to our website and drive users to a self service portal creating more accurate and unified lines of service.
What do you dislike about the product?
Service cloud can be expensive for a non profit org. We were lucky to be able to purchase this product and pay for the subscriptions through one of our grants.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us create a more accurate data management system. It has helped us turn paper processes into simple click actions and has helped us to create a more user friendly self service environment for external end users.
Case management
What do you like best about the product?
Email to Case, Case assignments, live chat
What do you dislike about the product?
Some complex scenarios Case adjustments used triggers
What problems is the product solving and how is that benefiting you?
Write triggers and implement aura components
Effortless Setup, Endless Customizability with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud for its ease of setup and out-of-the-box functionality, making it simple to use. I love how it streamlines communication with customers via case management, reducing the complexities of massive email chains in Outlook. Email templates and Omni-Channel features enhance productivity, and the ability to tailor it to my organization's needs is highly valuable. It's the industry-leading application, and its endless customizability ensures it fits perfectly with my team's workflow.
What do you dislike about the product?
There is currently no telephony integration with Microsoft Teams Phones.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline customer communications, eliminating massive email chains and automatically merging them into cases, greatly improving efficiency.
One stop shop for service
What do you like best about the product?
Case management and email-to-Case functionality available out of the box
What do you dislike about the product?
To get most out of it.. you need customization.
What problems is the product solving and how is that benefiting you?
Reduce out turnaround time to the customers.
This is a game changer
What do you like best about the product?
Salesforce Service Cloud improves efficiency by unifying customer interactions across multiple channels and automating routine tasks. It also enhances customer satisfaction through better case management, AI-driven support, and self-service options.
What do you dislike about the product?
Salesforce Service Cloud can be complex to set up and customize, requiring significant time and expertise. Its cost can also be high, especially for smaller businesses, due to additional fees for advanced features.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of disjointed customer service by centralizing interactions from various channels into one platform. It also improves response times and customer satisfaction through automation and streamlined case management.
Salesforce service cloud
What do you like best about the product?
Complete 360-degree view of customers for personalized support
What do you dislike about the product?
The platform can be overwhelming for new users, requiring significant training and onboarding, especially for teams unfamiliar with Salesforce.
What problems is the product solving and how is that benefiting you?
Managing customer support across multiple channels (email, phone, chat, social media) can lead to fragmented communication and inconsistent service.
Sf service cloud is a great product
What do you like best about the product?
It's a great product that helps our service team perform at its best
What do you dislike about the product?
I don't like how it doesn't give some better features out of the box
What problems is the product solving and how is that benefiting you?
It's solving the connection gap between agent and customer
Intuitive Service Cloud Experience
What do you like best about the product?
Salesforce Service Cloud is very intuitive and helps our Service and Sales Teams to address client issues very effectively.
What do you dislike about the product?
Nothing really, it's complex, customizable, but with proper governance you can choose what's best for your company.
What problems is the product solving and how is that benefiting you?
Client case management
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