Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Salesforce Service Cloud
What do you like best about the product?
What I like best about Salesforce Service Cloud is its comprehensive suite of features that significantly enhance customer service operations. The platform’s omni-channel support allows seamless integration across various communication channels like email, social media, and live chat, ensuring that customers can reach out through their preferred mediumAd1.
Additionally, the automation capabilities streamline workflows and reduce manual tasks, which boosts the efficiency of our support team2. The real-time analytics and reporting tools provide valuable insights into customer interactions and team performance, enabling us to make data-driven decisions and continuously improve our service3.
Moreover, the customizable dashboards and role-based permissions ensure that each team member has access to the information they need, tailored to their specific roleAd1. Overall, Salesforce Service Cloud empowers us to deliver exceptional customer experiences and maintain high levels of customer satisfaction.
Additionally, the automation capabilities streamline workflows and reduce manual tasks, which boosts the efficiency of our support team2. The real-time analytics and reporting tools provide valuable insights into customer interactions and team performance, enabling us to make data-driven decisions and continuously improve our service3.
Moreover, the customizable dashboards and role-based permissions ensure that each team member has access to the information they need, tailored to their specific roleAd1. Overall, Salesforce Service Cloud empowers us to deliver exceptional customer experiences and maintain high levels of customer satisfaction.
What do you dislike about the product?
It can be time consuming to get set up perfectly
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several key challenges in customer service. It centralizes customer interactions across multiple channels, ensuring consistent and efficient communication1. The platform’s automation features streamline repetitive tasks, allowing our team to focus on more complex issues2. Additionally, the real-time analytics provide insights into customer behavior and service performance, helping us make data-driven decisions to improve overall customer satisfaction1. These capabilities have significantly enhanced our operational efficiency and customer experience
Amazing experience using Service Cloud so far
What do you like best about the product?
It has been an amazing journey for us. It is seamless and help us integrate with our other platforms in every possible way
What do you dislike about the product?
It's good, no complaints so far, plus we have updates every 4 months and we are getting better and better
What problems is the product solving and how is that benefiting you?
Contacting our customers is a breeze now
Less hassale more service
Less hassale more service
Great experience with new implementation
What do you like best about the product?
Service cloud has easily allowed out agents to streamline their day to day work by putting all of their current processes within service cloud. Instead of using multiple systems they can now stay in one app. Managing the workload has never been easier as well as omnichannell allows for greater autonomy while still allowing managers easy access to balance workloads.
What do you dislike about the product?
One issue we've run into is user acceptance based on the UI. The tab structure took our agents a while to get used to.
What problems is the product solving and how is that benefiting you?
Our key issue was reporting and workload management. Omni channel has been a great help in that regard and by moving our processes into service cloud, we can now report on KPI metrics and add them to existing dadhboards.
Our service agents love service cloud
What do you like best about the product?
Since we implemented service cloud 4 yrs back, our service agents enjoy working in Salesforce and using capabilities like case escalation, email to case and case milestones. It's has made their day to day work and interactions with customer much smoother.
What do you dislike about the product?
The constant list of feature upgrades and the challenge to keep up.
What problems is the product solving and how is that benefiting you?
Saleforce service cloud has enabled our users to efficiently manage customer queries through channls like email, chat and phone
Case management in resolving customer concern
What do you like best about the product?
Service cloud with community helps customers to interact customers service in not just one way. Creating case for the resolution with different way of input.
What do you dislike about the product?
Customization needed
Training needed
Limitations Dashboard
Training needed
Limitations Dashboard
What problems is the product solving and how is that benefiting you?
Help track all the cases routing and prioritizing and quick resolution time
Service cloud consultant
What do you like best about the product?
What stands out most about Salesforce Service Cloud is its ability to centralize and enhance customer service operations through a seamless, omnichannel experience. It enables businesses to manage customer interactions across various platforms—email, social media, chat, and phone—in a single, unified interface. This not only simplifies communication but ensures faster and more personalized responses to customer inquiries.
The integration of AI through Salesforce’s Einstein AI is another major highlight. With its predictive analytics, automated workflows, and AI-driven recommendations, Service Cloud helps agents work more efficiently, cutting down on response times while improving service quality. Routine tasks are automated, allowing customer service teams to focus on more complex issues.
Its flexibility is also key. Service Cloud can be customized and integrated with a wide range of third-party applications, enabling businesses to tailor the platform to their specific needs. The platform is scalable, making it suitable for companies of all sizes, from small startups to large enterprises.
Moreover, its self-service capabilities—like knowledge bases, portals, and chatbots—empower customers to find solutions independently, reducing the workload on service teams and improving customer satisfaction.
Overall, Salesforce Service Cloud excels at improving the efficiency of service teams, delivering personalized customer experiences, and scaling with a business's growth, making it a top choice for companies looking to elevate their customer service operations.
The integration of AI through Salesforce’s Einstein AI is another major highlight. With its predictive analytics, automated workflows, and AI-driven recommendations, Service Cloud helps agents work more efficiently, cutting down on response times while improving service quality. Routine tasks are automated, allowing customer service teams to focus on more complex issues.
Its flexibility is also key. Service Cloud can be customized and integrated with a wide range of third-party applications, enabling businesses to tailor the platform to their specific needs. The platform is scalable, making it suitable for companies of all sizes, from small startups to large enterprises.
Moreover, its self-service capabilities—like knowledge bases, portals, and chatbots—empower customers to find solutions independently, reducing the workload on service teams and improving customer satisfaction.
Overall, Salesforce Service Cloud excels at improving the efficiency of service teams, delivering personalized customer experiences, and scaling with a business's growth, making it a top choice for companies looking to elevate their customer service operations.
What do you dislike about the product?
Salesforce Service Cloud can be complex to set up and customize, requiring significant time and technical expertise. Additionally, its pricing structure can be expensive, especially for small businesses, and some features may feel overwhelming for basic customer service needs.
What problems is the product solving and how is that benefiting you?
Service support
Service cloud helps our Customers
What do you like best about the product?
It helped us to unify the service operations across different geographies
What do you dislike about the product?
Limitations in onnichannel and routing sometimes got us headaches.
What problems is the product solving and how is that benefiting you?
It helps us to reduce the manual work for agents and automate a lot of processes that help to reduce the costs of operations
Service Cloud in Case Management
What do you like best about the product?
Case management with Omni channel is best way to enhance defect management via both service cloud and experience cloud along with knowledge articles and chatbot. It's a game changer when implemented properly.
What do you dislike about the product?
We need an automated way to update knowledge articles
What problems is the product solving and how is that benefiting you?
Case and complaint management along with defect management
It is the foundation for how we deliver extraordinary care to our customers!
What do you like best about the product?
A one stop shop for managing relationships and issues for our members! It is the foundation upon which our service platform is based.
What do you dislike about the product?
The expense! Salesforce is an expensive platform.
What problems is the product solving and how is that benefiting you?
Managing the relationship with our members as efficiently as possible!
Great addition to our crm
What do you like best about the product?
Effective way to manage our account team of account managers, corporate managers, field service, customer support, customer success. Provides a way for all of these teams to effectively coordinate and coordinate to provide best support to our customers.
What do you dislike about the product?
High level of administrative support required, everything must be maintained and built as we continue to scale
What problems is the product solving and how is that benefiting you?
Provided effective way for account and firld teams work with our providers
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