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