Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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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
Highly recommended
What do you like best about the product?
Case management simplified for every day use
What do you dislike about the product?
High cost and lots of maintenance for every day tasks
What problems is the product solving and how is that benefiting you?
Automated service
SCV and Omni
What do you like best about the product?
Ability to integrate our SF with a telephony solution manged within SF allowing a 360 view of our agents and clients!
What do you dislike about the product?
Refreshing omni browser causes disconnection issues
What problems is the product solving and how is that benefiting you?
Holistic view of our customer interactions to provide a better experience
Best customer experience with service cloud
What do you like best about the product?
Case management and information all in 1 place; Omni channel touting based on skills or type of case
What do you dislike about the product?
Unable to link knowledge articles to the specific cases
What problems is the product solving and how is that benefiting you?
Customer experience, customer services, surveys, order information to sales reps
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