Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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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
Service Cloud
What do you like best about the product?
Service Cloud allows our internal employees to service our clients with speed and ease!
What do you dislike about the product?
The lack of OOTB features and functionality to give a robust 360 degree view. However I believe this can be rectified using Agentforce!
What problems is the product solving and how is that benefiting you?
It streamlines our agents ability to bring together detailed and relevant information on our clients.
Wonderful service cloud experience
What do you like best about the product?
Service cloud collates customer inquiries from various channel into one panve and allow agents to have complete customer history
What do you dislike about the product?
Have not undergone any such situation in the org
What problems is the product solving and how is that benefiting you?
It helps us to collate customer quries into one platform
Best for service
What do you like best about the product?
Prepackaged features, really easy to use,
What do you dislike about the product?
À Little expensive if you need extended features
What problems is the product solving and how is that benefiting you?
Faut responses
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