Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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The go-to service platform
What do you like best about the product?
Endless possibilites to automate agents' tasks and customie service console
What do you dislike about the product?
More built in time tracking solutions would be nice
What problems is the product solving and how is that benefiting you?
Making every day tasks for agents easier
Great product, best for telco
What do you like best about the product?
Flexibility,
Integration with instant messaging channels
Integration with instant messaging channels
What do you dislike about the product?
Cost, on top of other sfdc products.
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What problems is the product solving and how is that benefiting you?
Outbound campaigns
Service cloud
What do you like best about the product?
Salesforce Service Cloud streamlines customer support with efficient case management, offering a consolidate customer data across multiple devices and channels. What I like the most is it's automation tools handle routine tasks, reducing workload, while seamless integration with other platforms ensures smooth data flow. I also like the platform is highly customizable, allowing businesses to tailor it to their needs, and its robust analytics provide real-time insights for improving service delivery
What do you dislike about the product?
I think that, maight dislike the steep learning curve, especially for new users, and the cost of implementation and ongoing customization can also be a downside for smaller businesses
What problems is the product solving and how is that benefiting you?
Streamline customer support and interactions with parents and students. It help to organiza all student data, speed up response time and 360 degree view to see the student journey from pre-admissions to graduation.
Service cloud review
What do you like best about the product?
Powerful tool that helps bring together customer service and engagement processes into a seemless process
What do you dislike about the product?
Nothing. It's a fantastic product and highly recommend
What problems is the product solving and how is that benefiting you?
Helping automate and standardise our customer service process
Easy to use
What do you like best about the product?
It's easy to configure and use. It's helpful to have a starting point with status and such but it's also incredibly easy to customize it to your businesses needs.
What do you dislike about the product?
It's difficult for our users to merge cases so our case numbers are often inflated.
What problems is the product solving and how is that benefiting you?
Encouraging self service for our clients
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud helps me to manage all 3 of my Customer Support Teams. Using the Kanban view, I can see the status of open cases for all 3 teams and can provide feedback to assist agents with managing and closing cases quickly.
What do you dislike about the product?
Managing cases takes a lot of clicks, even with dependencies in place. Admittedly, this may be minimized by the use of AI.
What problems is the product solving and how is that benefiting you?
I manage 3 support teams: Customer Experience, Technical Support, and Order Management. Salesforce helps me to assist all 3 teams with managing cases, run reports, and keep executives updated on case management. I also manage Leads, Campaigns, and a Partner Program. Service Cloud helps me to connect support cases and customer orders to partner and end-user accounts. And helps me to make this information available to my Field Sales and Engineer Teams which creates a full 360 support via phone, email, chat, and in-person.
Love using service cloud!
What do you like best about the product?
The functionality for routing, skills, cases.
What do you dislike about the product?
That I am not currently using it at my company I am at.
What problems is the product solving and how is that benefiting you?
Chat was awesome to implement and very helpful. So was knowledge
Service cloud
What do you like best about the product?
Very rapid responses and ease of use for end users
What do you dislike about the product?
The configuration isn't easy anymore. Develop and maintenance can be a pain
What problems is the product solving and how is that benefiting you?
Rapid resolution of patient cases and response.
Account Executive
What do you like best about the product?
What I like best is its ability to provide a 360-degree view of the customer. It allows businesses to deliver personalized support by centralizing all customer interactions, whether through email, phone, chat, or social media, all into one platform. This enables customer support teams to react more efficiently, anticipate customer needs, and build stronger relationships.
Additionally, its current automation features, such as AI-powered chatbots and workflows, help reduce manual tasks, improving both agent productivity and customer satisfaction.
One of my favorite SF clouds :)
Additionally, its current automation features, such as AI-powered chatbots and workflows, help reduce manual tasks, improving both agent productivity and customer satisfaction.
One of my favorite SF clouds :)
What do you dislike about the product?
1. The platform has a steep learning curve, especially for those who are not familiar with Salesforce. The sheer number of features and customization options can be overwhelming for new users or smaller teams.
2. Service Cloud can be expensive, especially as a business grows and needs more advanced features, integrations, and user licenses. For small businesses, the pricing might be prohibitive.
3. Customization challenges such while it’s highly customizable, making it often requires the expertise of a Salesforce developer, which can add time and costs.
2. Service Cloud can be expensive, especially as a business grows and needs more advanced features, integrations, and user licenses. For small businesses, the pricing might be prohibitive.
3. Customization challenges such while it’s highly customizable, making it often requires the expertise of a Salesforce developer, which can add time and costs.
What problems is the product solving and how is that benefiting you?
1. It consolidates customer information from various channels into one unified platform. It eliminates the problem of scattered data across different systems, improving the efficiency of resolving customer issues.
2. By standardizing service processes and integrating AI-powered tools like chatbots and automated workflows, Service Cloud ensures consistent support experiences. This leads to faster response times, fewer errors, and overall improved customer satisfaction.
3. The platform automates routine tasks, such as case routing, email responses, and knowledge base updates, freeing up agents to focus on more complex issues. This enhances productivity and reduces burnout for support teams
2. By standardizing service processes and integrating AI-powered tools like chatbots and automated workflows, Service Cloud ensures consistent support experiences. This leads to faster response times, fewer errors, and overall improved customer satisfaction.
3. The platform automates routine tasks, such as case routing, email responses, and knowledge base updates, freeing up agents to focus on more complex issues. This enhances productivity and reduces burnout for support teams
Love the ease of use
What do you like best about the product?
I like the ability to assign cases to queues of agents.
What do you dislike about the product?
Unclear about pricing structures for ancillary functionality.
What problems is the product solving and how is that benefiting you?
I used this to mock up a solution for the city of Honolulu
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