Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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AI x Service Cloud
What do you like best about the product?
Service cloud has always been a great tool for our service agents to quickly and effectively respond to our customers. We are just starting to implement Einstein AI to further increase productivity and accuracy for our agents. We love what we have seen and look forward to more.
What do you dislike about the product?
I want to run more analytics on the feedback provided by our service agents in AI content produced.
What problems is the product solving and how is that benefiting you?
Service cloud and AI will reduce the time it takes to provide solutions to our customers.
Service Cloud
What do you like best about the product?
Service cloud is great for interacting with customers
What do you dislike about the product?
Service Cloud can be difficult to implement
What problems is the product solving and how is that benefiting you?
It allows customers to self serve on support
Powerful customer service platform
What do you like best about the product?
Service Cloud is highly customizable and let's you create a unique customer journey.
What do you dislike about the product?
There are no pre-build processes, and with all the customization possibilities it can take some time to setup.
What problems is the product solving and how is that benefiting you?
It provides a unified overview of customer and partner activities across services.
Game changer for CX
What do you like best about the product?
The ability to quickly and seamlessly arm live agents with the type of detailed information they need to provide exceptional and personalized customer service.
What do you dislike about the product?
It requires a mature enough organization
What problems is the product solving and how is that benefiting you?
Helping our clients integrate AI into more areas of their business
it does what I needed it do
What do you like best about the product?
the easy access from anywhere helps compared to standard relational databases
What do you dislike about the product?
cost. the new features for Einstein cost a bit too much
What problems is the product solving and how is that benefiting you?
keeping track of clients and when we need to request updates from them. saves time
Simple, Efficient and Customizable
What do you like best about the product?
Salesforce Service Cloud stands out as a powerful yet intuitive platform for managing customer service operations. Its simplicity is one of its strongest attributes. Despite being a feature-rich tool, the interface is easy to navigate, allowing users to quickly learn the system without being overwhelmed by complexity. The dashboard layout is clear, and essential information is readily accessible, making it perfect for support teams to dive right into their tasks.
In terms of efficiency, Service Cloud excels. It streamlines case management, automates repetitive tasks, and offers AI-powered tools like Einstein for predictive insights, enabling agents to resolve issues faster. The omnichannel capabilities ensure seamless customer interactions across multiple channels, such as phone, email, chat, and social media, consolidating all communications in one place for better efficiency.
Where Service Cloud truly shines is its customizability. Every business has different needs, and Salesforce makes it easy to tailor the platform to fit specific workflows. You can customize everything from case routing rules to the user interface with clicks, not code. Additionally, with the AppExchange marketplace, businesses can integrate thousands of third-party apps, adding even more functionality.
Overall, Salesforce Service Cloud combines simplicity, efficiency, and adaptability, making it an ideal choice for businesses of any size looking to elevate their customer service experience.
In terms of efficiency, Service Cloud excels. It streamlines case management, automates repetitive tasks, and offers AI-powered tools like Einstein for predictive insights, enabling agents to resolve issues faster. The omnichannel capabilities ensure seamless customer interactions across multiple channels, such as phone, email, chat, and social media, consolidating all communications in one place for better efficiency.
Where Service Cloud truly shines is its customizability. Every business has different needs, and Salesforce makes it easy to tailor the platform to fit specific workflows. You can customize everything from case routing rules to the user interface with clicks, not code. Additionally, with the AppExchange marketplace, businesses can integrate thousands of third-party apps, adding even more functionality.
Overall, Salesforce Service Cloud combines simplicity, efficiency, and adaptability, making it an ideal choice for businesses of any size looking to elevate their customer service experience.
What do you dislike about the product?
While Salesforce Service Cloud offers incredible flexibility, its vast array of features can sometimes make it feel complex. The multitude of customization options, integrations, and advanced tools may require a steep learning curve, especially for those new to the platform. Without proper guidance, it can be challenging to navigate all the possibilities and configure the system to fully meet business needs. In some cases, organizations may need dedicated administrators or consultants to help optimize its potential, ensuring they don’t get overwhelmed by its extensive capabilities.
What problems is the product solving and how is that benefiting you?
Service Cloud is primarily used for case and knowledge management, making it essential for customer service teams. It helps track and resolve customer issues efficiently by organizing cases from multiple channels—email, phone, social media, and more—into a single platform. Additionally, its knowledge management feature allows teams to create and share a centralized knowledge base, enabling both agents and customers to quickly find solutions to common problems, improving response times and overall service quality.
Service cloud for Nonprofit
What do you like best about the product?
The Automations for email and call support.
What do you dislike about the product?
Sending emails to a shared inbox generates multiple cases that then need to be deleted.
What problems is the product solving and how is that benefiting you?
We don't have a large customer service team and need to support of 3k members.
Service excellence
What do you like best about the product?
Service cloud has enabled our team to provided great customer experiences. We've added digital engagement and are looking forward to leveraging knowledge to better arm our service agents.
What do you dislike about the product?
Nothing to dislike. Can be a challenge keeping up with all the new features!
What problems is the product solving and how is that benefiting you?
Live chat and customer support
Service cloud will help streamline our customer service tickets
What do you like best about the product?
Being able to track app customer service tickets across multiple properties and see a complete view of their interactions
What do you dislike about the product?
I don't have anything to say about disliking the product
What problems is the product solving and how is that benefiting you?
It's solving customer complaints
Automation is the key
What do you like best about the product?
The ability to automate the incoming requests from our dealers and customers.
What do you dislike about the product?
The tabs are getting better access the years, but maybe we need something around the browser like a reuse the tabs of browser efficiently.
What problems is the product solving and how is that benefiting you?
Help our organization to automate and be fast response to our dealers and customers.
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