Agentforce Service
Salesforce, Inc.External reviews
7,032 reviews
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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
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
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