Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Service cloud
What do you like best about the product?
Salesforce Service Cloud is an exceptional customer service platform that empowers businesses to deliver fast, personalized, and efficient support across various channels. One of its standout features is its omnichannel support, which allows agents to seamlessly handle customer inquiries from email, phone, chat, and social media all in one unified interface. This improves response times and enhances customer satisfaction by ensuring no communication slips through the cracks.
What do you dislike about the product?
SalesForce cloud has numerous strengths however. It has a complex learning curve and the costs could be expensive depending on the features added to it.
Also for companies with heavy data it may not be offering the performance levels expected.
Also for companies with heavy data it may not be offering the performance levels expected.
What problems is the product solving and how is that benefiting you?
Allows the agents to interact quickly in between channels
Good experience with service cloud
What do you like best about the product?
We migrated from Zendesk to Service Cloud and got a lot of value out of the platform. It was great in improving our user workflows and centralizing a full view of the customer in Salesforce.
What do you dislike about the product?
It was a lengthy process to stand it up, but once we completed the implementation we started to get a lot of value.
What problems is the product solving and how is that benefiting you?
We wanted to get a complete view of customer usage and health, which required us to move support into Salesforce.
Service Cloud provides great customization and integration features
What do you like best about the product?
The omnichannel and custom features make Service Cloud a top notch application.
What do you dislike about the product?
It can be a little clunky at times. It's also frustrating that a lot of the features are sold seperately
What problems is the product solving and how is that benefiting you?
Service Cloud allows me to track custom KPIs for our contact center so that we can leverage our team's performance
Great option for those already in sales cloud
What do you like best about the product?
I love how it integrates to the rest of Salesforce. This makes working across the company much more seamless.
What do you dislike about the product?
Working with case close layouts is clunky
What problems is the product solving and how is that benefiting you?
Having a unified system across sales, support and other departments.
Good functionality
What do you like best about the product?
Service cloud has so many great features we've been able to easily implement to mobilize our teams and increase customer engagement!
What do you dislike about the product?
Ease of use and flexibility. It's simple to implement.
What problems is the product solving and how is that benefiting you?
With service cloud we can manage touch points with our customers.
Taking Support and Service to Warpspeed!
What do you like best about the product?
I love that I can route cases by region, team, industry, and customize as needed!
What do you dislike about the product?
It is a bit hard to use at first, and does require expert knowledge to really make it sing
What problems is the product solving and how is that benefiting you?
It is solving lower priority helpdesk cases, via self service and general assistance!
Great way to handle customer service queries
What do you like best about the product?
The UI and workflows make it unique as well as its ability to connect with clouds
What do you dislike about the product?
Nothing really. It is the best one ive used
What problems is the product solving and how is that benefiting you?
Handling an influx of tickets
It is robust service
What do you like best about the product?
It is a Centralized system for tracking customer issues (cases) from initiation to resolution, including details like customer information, problem description, status updates, and assigned support ananlysts .
Love how this is data driven to be able to identify trends, delivery and performance .
Love how this is data driven to be able to identify trends, delivery and performance .
What do you dislike about the product?
The multi level reporting limitations kind of big limitation
What problems is the product solving and how is that benefiting you?
Features like automated workflows, chatbots, and self-service portals reduce the manual effort required by customer service agents, allowing them to focus on more complex issues.
The solution to manage inquiries
What do you like best about the product?
Very cool, easy to handle and accessible any where any place (especially on the go). Viewing of cases have never been easy
What do you dislike about the product?
The setup of SLA timeline need some tweeting especially for weekend and public holidays.
What problems is the product solving and how is that benefiting you?
Handle inquiries from members.
Solid Product
What do you like best about the product?
Built in features for SLAs and resolution performance make this a solid product offering
What do you dislike about the product?
Assignment rules could benefit from some additional complexity and auto-assign
What problems is the product solving and how is that benefiting you?
Ease of use in config
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