Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Absolutely Essential for Customer Success
What do you like best about the product?
I absolutely love Salesforce Service Cloud for its seamless integration and comprehensive features like enhanced chat, service replies, and agent force implementation. The setup was a breeze, supported by ample guidance and documentation. It's an essential tool for handling millions of customer interactions at especially with the Customer 360 capabilities. The product's constant evolution with more features than five years ago is impressive, and I enthusiastically recommend it with a perfect score of 10 out of 10.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for managing millions of customer interactions efficiently benefiting our customer 360 team significantly.
Service cloud admin
What do you like best about the product?
It has self help feature and case recommendations. It allows me to review the dashboard easily.
What do you dislike about the product?
Service cloud allows Multi tabs. They could be slow
What problems is the product solving and how is that benefiting you?
Email to case was good!
Great Out-of-the-Box Features, but Needs Marketing Cloud Integration
What do you like best about the product?
Right from the start, it offers features that address a broad spectrum of company requirements. And it is out of the box.
What do you dislike about the product?
It could be better enhanced with marketing cloud
What problems is the product solving and how is that benefiting you?
The platform offers case management, feedback management, and a comprehensive customer 360 view.
Great Case Management System
What do you like best about the product?
The case management functions make it easy for my team.
What do you dislike about the product?
It can be a little pricey for our use case.
What problems is the product solving and how is that benefiting you?
It’s helping us organize our service requests and making it easier for us to report on the metrics.
All-in-One Support Platform: Efficient but Complex and Pricey
What do you like best about the product?
Everything’s in one place, cases, chats, and automations, so we respond faster, share context easily, spot trends, and scale support without chaos.
What do you dislike about the product?
Powerful but complex, setup and customization take time, UI feels cluttered and licensing gets pricey
What problems is the product solving and how is that benefiting you?
scalable operations
Powerful AI Automation, but Steep Learning Curve
What do you like best about the product?
Ai powered automation and case management
What do you dislike about the product?
The Learning curve is too steep and complex
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us address our slow case resolution times by bringing all interactions together in a single, centralized location. This consolidation makes it easier to manage and resolve cases efficiently.
Salesforce Service Cloud: Effortless Setup and Streamlined Support
What do you like best about the product?
I love the enhanced features of Salesforce Service Cloud, which have made the overall journey great. The platform has significantly benefited us by allowing our sales agents to resolve cases efficiently and provide better customer service. I also appreciate the system’s flexibility and efficiency in development, and how easy it is to configure.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to efficiently track emails and cases, allowing our agents to resolve issues faster and provide better customer service.
Centralized Customer Support Made Easier, But Steep Learning Curve
What do you like best about the product?
I like how service cloud centralized customer interactions in one place. It makes it much easier to track cases and provide faster and more personalized support.
What do you dislike about the product?
I think that it can be a little too complex at first, but with the proper training and knowledge it gets easier with time.
What problems is the product solving and how is that benefiting you?
We are solving the case management issue within our firm and it helps us unify all the data of our clients. We get a complete view of the cases and we don’t need to refer to different systems.
Great Support and Resources, but Steep Learning Curve with Salesforce
What do you like best about the product?
I enjoy the vast array of things you can do with data in Salesforce. Automating makes things easy, customizing helps it fit your org's needs.
What do you dislike about the product?
Sometimes it feels like an exclusive club to using Salesforce. At the same time, there is so much documentation and support around Salesforce to help get through the learning curve.
What problems is the product solving and how is that benefiting you?
Automations have changed our org so much and eliminated a ton of tedious work!
Easy to Configure, but Needs More Insurance-Specific Features
What do you like best about the product?
It's really easy to configure and a lot of the standard objects cover most of our needs or need very little alteration.
What do you dislike about the product?
It would be good to see more Fire and General Insurance specific options including associated work like fraud investigations - public sector have some very relevant functionality outside of our stack
What problems is the product solving and how is that benefiting you?
Automation of key processes, additional data capture for insights and customer portals
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