Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Salesforce Service Cloud: The Customer Service Powerhouse
What do you like best about the product?
The most helpful feature of Salesforce Service Cloud, based on my understanding and user reviews, is likely the 360-Degree Customer View. This capability empowers agents with a comprehensive understanding of each customer's history, preferences, and interactions across various channels.
What do you dislike about the product?
Initial Setup: The initial setup and configuration can be complex, and we needed assistance from Salesforce consultants to get everything up and running smoothly.
Cost: Service Cloud can be a significant investment, especially for smaller businesses. However, the benefits and ROI have been substantial for us.
Cost: Service Cloud can be a significant investment, especially for smaller businesses. However, the benefits and ROI have been substantial for us.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is addressing several key pain points in customer service operations, leading to significant benefits for businesses like mine. Here's a breakdown of some of the problems it solves and their positive impact
Easy case management
What do you like best about the product?
How easy it is to set up and use service cloud
What do you dislike about the product?
There are not many downsides if it's set up properly
What problems is the product solving and how is that benefiting you?
It helps us organize internal issues as they arise
Service Cloud Review
What do you like best about the product?
FSL & Call center functionality are the most preferred
What do you dislike about the product?
A lot of Service Cloud connectors relying on Instance's resources and its transaction is impacting the Queue
What problems is the product solving and how is that benefiting you?
Call center data integrating with Salesforce data such as asset, product, contact
Great Case Management
What do you like best about the product?
It integrates with all my systems. That is nice
What do you dislike about the product?
Need a partner to set it up to get all the benefits
What problems is the product solving and how is that benefiting you?
Getting issues captures from our clients
Service cloud is industry leader
What do you like best about the product?
How easy it is to setup and maintain cases
What do you dislike about the product?
Nothing that I have found so far. I've really enjoyed it.
What problems is the product solving and how is that benefiting you?
Helping sort cases. Get cases assigned to the right people at the right time so that things get resolved within an acceptable amount of time.
Service cloud review
What do you like best about the product?
Case management, case routing, chat agent
What do you dislike about the product?
Queue assigning, omni channel in sales not working as expecting
What problems is the product solving and how is that benefiting you?
Case routing and creation
All things in a single platform
What do you like best about the product?
Consolidated contact and account management
What do you dislike about the product?
I have yet to find anything to dislike yet.
What problems is the product solving and how is that benefiting you?
Dispersed contact and accounts have been consolidated into one platform
All the things in one place with barely any limits to customization
What do you like best about the product?
I like that we can slice and dice our data as much as we want to. We can create a number of customizations as we would like it to. We can creat custom workflows and automations that our own org / customers need.
What do you dislike about the product?
Costs and sometimes difficulty of managing permissions as a whole.
What problems is the product solving and how is that benefiting you?
Prioratizing issues and providing helpfull feedback to our devs on what issues they need to solve next.
We've had Service cloud for five years and are pleased with the service.
What do you like best about the product?
Overall constituent management and continued increases in possibility.
What do you dislike about the product?
Getting objects to talk to each in report templates.
What problems is the product solving and how is that benefiting you?
Providing a holistic view of our constituents.
Everything you need to handle enterprise case management
What do you like best about the product?
Service cloud offers a vast customization capability that can support a general support agent flow to the most complex skill-based agent routing Right out of the box. The Case object in SFDC is well structured and can be customized to fit the need of any organization and any volume.
What do you dislike about the product?
Custom development is a requirement to really maximize the ROI of the product.
What problems is the product solving and how is that benefiting you?
Inbound agent routing and customer service requests
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