Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Service Cloud provides seamless integration
What do you like best about the product?
We plan to use Service Cloud to track and service both internal and external/customer service issues. Seamless integration with our CRM allows us to have a 360 degree view of our customers and enhance customer support experience.
What do you dislike about the product?
We have not seen a downside yet as we are just launching the product.
What problems is the product solving and how is that benefiting you?
Better analytics to track time to resolution and pinpoint key issues.
Great tool for the Service team
What do you like best about the product?
Great for reporting, trend analysis, and process optimization
What do you dislike about the product?
User adaptation can be challenging and ensuring data quality
What problems is the product solving and how is that benefiting you?
Faster response times
Air service is the wave of the future or Now!
What do you like best about the product?
Consolidated information helps improve member experience
What do you dislike about the product?
There is not much to dislike. Excellent
What problems is the product solving and how is that benefiting you?
360 view of member experience
A Comprehensive Customer Service Solution
What do you like best about the product?
Service Cloud stands out as a robust and comprehensive customer service solution tailored for businesses of all sizes. Built on Salesforce’s powerful Customer 360 platform, Service Cloud integrates seamlessly with other Salesforce products, offering a unified view of customer interactions that enhances service efficiency and effectiveness.
What do you dislike about the product?
One of my common dislike of Salesforce Service Cloud is some of its complexity and steep learning curve.
What problems is the product solving and how is that benefiting you?
We increasingly expect self-service option and Service Cloud provides knowledge bases, chatbots, and community portals where customers can find answers on their own, reducing the burden on agents while empowering customers.
Well integrated Service Platform to care for our customers
What do you like best about the product?
The first and best thing I noticed is how strong the service platform is for integrations with best of breed or custom platforms that help us unify the agent experience. Both light integrations like a link or full integration with Twilio for communications or the commerce platform work very effectively.
What do you dislike about the product?
I want to continue to see Service Cloud continue to optimize for how customers communicate, converse and build a more unified experience with brands.
Cases that open and close are not always easy to close on a sms asynchronous conversation. We want to move away from 'tickets' and an understand where the customer is in the journey and relationship with us. Or at least knowing what the last NPS or how the experience was.
Cases that open and close are not always easy to close on a sms asynchronous conversation. We want to move away from 'tickets' and an understand where the customer is in the journey and relationship with us. Or at least knowing what the last NPS or how the experience was.
What problems is the product solving and how is that benefiting you?
Meeting customers where they are at in their product switching journey from a servicing perspective is a major learning from our consumer experience. By handling both the transaction aspects of their purchase to learning about the challenges, objections, and to have guiding structure in the interaction for our agents help us drive consistency in the experience.
Time Saver for a smaller business
What do you like best about the product?
My org used to spend a lot of time routing customers and figuring out who should take what. Things were also missed. Service Cloud helps save us time and organize communications
What do you dislike about the product?
Learning curve to get everyone set up and using it properly- otherwise nothing.
What problems is the product solving and how is that benefiting you?
Making sure no customer messages get missed during staff turnover. Saving us admin time to respond.
Making sure communications are uniform and accessible by all
Making sure communications are uniform and accessible by all
Flexible and easy to administer with declarative customization and room for observability
What do you like best about the product?
I like how the product fits a lot of customer use cases and is easy to configure and administer. It's great to have as much donor information in one place particularly about when they reach out to us.
What do you dislike about the product?
Even with the advancement of things like before save flows, it seems like the architecture of some standard objects requires implementing triggers and classes in order to do things like complete entitlements when a case is closed. While not against this entirely, it does escalate the skill needed to maintain our workflows. Its also annoying to be unable to see whether things like entitlements and milestones are working where other parts of
Salesforce such as flows can be easily observed when debugging or activating.
Salesforce such as flows can be easily observed when debugging or activating.
What problems is the product solving and how is that benefiting you?
We've moved to a model, where no individual owns funds at our organization, and anyone on a particular team can respond to donor inquiries when they write in. This also helps my organization scale, and generate revenue.
Service cloud
What do you like best about the product?
Case management is good one end to end resolution
What do you dislike about the product?
Not much still we are using very basic features
What problems is the product solving and how is that benefiting you?
It is good and gives end to end case solution and self service capablities
Feature loaded
What do you like best about the product?
Loaded with features. Easy to set up and customize to your organization.
What do you dislike about the product?
Will sometimes require custom code to exactly fit your needs.
What problems is the product solving and how is that benefiting you?
Customer service over different channels. One solution for agents to ineract with customers.
Service Cloud improve efficiency
What do you like best about the product?
When I have implemented Service Cloud, agents have always loved the streamlined interface and crisp look of the service console. Knowledge suggestions are such a welcomed feature!
What do you dislike about the product?
Unfortunately not all CTI and SMS vendors offer seamless integration. Which requires custom code from developers.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped creat a unified view of all customer cases across departments and a very much improved Knowledge base, providing agents a much more relavant articles.
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