Agentforce Service
Salesforce, Inc.External reviews
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Service Cloud Review
What do you like best about the product?
Service cloud has the easiest automation functionality around. The no code solutions are tremendous.
What do you dislike about the product?
Price can be prohibitively expensive for some businesses.
What problems is the product solving and how is that benefiting you?
Flows and chatbots help deflect service cases.
Head of Commercial Operations.
What do you like best about the product?
Ease of use, centricity of customer data
What do you dislike about the product?
So much capability that we're still learning.
What problems is the product solving and how is that benefiting you?
Centralizing global customer success, complaint handling etc.
Great tool
What do you like best about the product?
Case management and connecting it back to account for giving 360 view to sales and maketign
What do you dislike about the product?
Different tools and technology like omni studio makes it difficult to move between clouds
What problems is the product solving and how is that benefiting you?
Case management
Large product, endless possibilities
What do you like best about the product?
Service cloud with Flow allows for so many possibilities and easily. Configuration is endless allowing for a business to meet their needs.
The ease of use for our agents and managers allows for them to navigate simply.
Reporting is robust out of box.
The ease of use for our agents and managers allows for them to navigate simply.
Reporting is robust out of box.
What do you dislike about the product?
While configurability is endless, you must ensure that you have a strong understanding of what can be done which can be daunting.
Would like color/highlighting functionality vs using icons.
Would like color/highlighting functionality vs using icons.
What problems is the product solving and how is that benefiting you?
Service cloud is one piece to a larger puzzle. Using this allows our business to view our customers in a 360 views vs having multiple separate systems that do not talk to each other.
Service Cloud Review -Financial Services Company
What do you like best about the product?
The lightning console allows us to specialize the record experience so that are agents are getting the right information, at the right time for our agents.
What do you dislike about the product?
The use of Omni-channel was difficult on the initial implementation.
What problems is the product solving and how is that benefiting you?
We use Service Cloud for case management for our external customers.
Centralized view increases productivity
What do you like best about the product?
Having a singular, centralized view of the interactions across agents reducing time to help our employee customers. The security of data is extremely important with our internal use case, including protection at a user level.
What do you dislike about the product?
Overall, we have been happy with Service Cloud and will learn more as we continue to roll out other use cases.
What problems is the product solving and how is that benefiting you?
Moving from excel spreadsheets and email, this provides a much more secure environment with our employees around sensitive topics.
Great CRM for customer
What do you like best about the product?
Seamless integration across channels. New GrnAI features are awesome
What do you dislike about the product?
Platform limits can sometime be tough on developers
What problems is the product solving and how is that benefiting you?
Average handle time reduction
Improved performance!
What do you like best about the product?
The data architecture that we had previously didn't offer the modularity that is required for an exanding business that offers nuanced and constantly changing programs.
What do you dislike about the product?
The graphical interface has some limitations which I would like to see improved, but the interface gets the job done!
What problems is the product solving and how is that benefiting you?
As a nonprofit, we have a large membership and offer various programs. We now have the funding to offer educational sponsorship to non-members. Salesforce is fundamentally changing how we do business.
Salesforce service cloud helps us succeed
What do you like best about the product?
Salesforce Service Cloud integrates various communication channels, including phone, email, chat, and social media, into a single platform. This unified approach ensures that our insurance agents can handle customer inquiries efficiently and provide a seamless experience. By consolidating customer data and interactions, we can offer personalized service and quickly address client needs, fostering stronger customer relationships and driving higher satisfaction.
What do you dislike about the product?
Cost! Salesforce Service Cloud can be expensive, especially for smaller organizations. The pricing model involves various tiers and add-ons that can quickly add up, making it a significant investment and locking you into the platform.
What problems is the product solving and how is that benefiting you?
Service Cloud’s case management features streamline the process of tracking, prioritizing, and resolving customer issues. Automated workflows and intelligent case routing ensure that cases are handled efficiently and by the most appropriate agents.
Love the ease of integration!
What do you like best about the product?
Salesforce can automate repetitive tasks, such as capturing customer data and delivering personalized experiences, love this feature.
What do you dislike about the product?
The cost! It's very expensive for small companies.
What problems is the product solving and how is that benefiting you?
We are still working on implementing the platform.
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