Agentforce Service
Salesforce, Inc.External reviews
7,032 reviews
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Salesforce does service
What do you like best about the product?
My company at the time liked Omni Service and Metrics.
What do you dislike about the product?
Case routing was clunky and hard to maintain.
What problems is the product solving and how is that benefiting you?
Easy user interface. One stop shopping.
So much scope and opportunity
What do you like best about the product?
Omni channel is one of many best things about Service Cloud. Agents can toggle between different statuses without leaving the window. This saves time and increases efficiency.
What do you dislike about the product?
I have just begun to understand the many possibilities and opportunities provided hence I don't have anything that I dislike yet. I plan on leaving more to implement tools and features that are currently missing.
What problems is the product solving and how is that benefiting you?
I can document complaints and cases in one place, link to the patient's account easily and even send an email from the same case. This has tremendously helped me manage cases and complaints.
Service cloud has made chatbots easy
What do you like best about the product?
I'm in charge of our Einstein public facing chatbot and have really enjoyed the experience building intents and testing used models.
What do you dislike about the product?
There are some seemingly simple functionalities that I've had to build out using flows or Apex, that seem like they should work out of the box. Chat hyperlinks for example.
What problems is the product solving and how is that benefiting you?
For me as a chat admin, it solves the issue of having to code or purchase software outside of the Salesforce ecosystem. You can get a simple bot up and answering questions in a day.
Great tool for case management
What do you like best about the product?
I really enjoy the built in functionality of case management and Omnichannel is very useful.
What do you dislike about the product?
Case routing could use some work with case manager specialties.
What problems is the product solving and how is that benefiting you?
Helped with case management and user support.
Very engaging
What do you like best about the product?
Dashboard views and possibilities; Ability to build out of the box
What do you dislike about the product?
Getting out from under old Apex code to experience the new lightweight features
What problems is the product solving and how is that benefiting you?
Paying claims
Great tool
What do you like best about the product?
Ticketing system
Chatbots are great to use
Chatbots are great to use
What do you dislike about the product?
Pricing of the system
Rest everything looks good to me
Rest everything looks good to me
What problems is the product solving and how is that benefiting you?
It was solving SLAs for us
Elevate the support
What do you like best about the product?
Salesforce Service Cloud is impressive for its comprehensive suite of tools designed to enhance customer service. One of its standout features is the integration of AI with its Service Cloud Einstein, which helps automate routine tasks, provides predictive insights, and personalizes customer interactions. This integration can significantly improve efficiency and customer satisfaction. Additionally, its ability to unify customer data from various channels into a single platform allows for a more seamless and informed service experience.
What do you dislike about the product?
One common criticism of Salesforce Service Cloud is its complexity. The platform offers a vast array of features and customization options, which can make it challenging for new users to navigate and for organizations to implement effectively without significant training or consulting support. Additionally, some users find the cost of Salesforce Service Cloud to be relatively high, especially when adding advanced features or scaling up the system.
What problems is the product solving and how is that benefiting you?
We have a large scale support system created for partner used by agents to provide support to b2b partners.
Service cloud is here to help
What do you like best about the product?
The ability to unify all your data to one source and provide a better experience and better support for your customers.
What do you dislike about the product?
At first, probably getting started and into it. Convincing others it's the right way to go.
What problems is the product solving and how is that benefiting you?
I'm able to help our clients quicker.
Service Cloud for Customer Success
What do you like best about the product?
Email to case and automated case status updates and responses
What do you dislike about the product?
Interface can be clunky when doing backend configuration
What problems is the product solving and how is that benefiting you?
Any issue with our products can get routed to our customer success team
Service cloud has enabled us to modernize our customer feedback loop in a very short amount of time
What do you like best about the product?
Standard capabilities provide a strong basis for what is needed to encompass the service experience.
What do you dislike about the product?
Customization (be it clicks or code) is almost always needed to truly make field service create the best customer experience.
What problems is the product solving and how is that benefiting you?
It allowed us to move our complaint management on Prem and in the hands of our own developers.
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