Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Omnichannel Support
What do you like best about the product?
Omnichannel Support: It provides seamless communication across different channels (email, chat, social media, phone), which ensures that customers receive consistent support no matter how they reach out.
What do you dislike about the product?
No complaints. I enjoy it all. I love using the software
What problems is the product solving and how is that benefiting you?
It's making a lot easier for communications and to get people to the right solution
Service cloud
What do you like best about the product?
That an organization can customize it to fit their needs
What do you dislike about the product?
When designing the customer portal it makes the users login every single time for customers.
What problems is the product solving and how is that benefiting you?
Users are reporting issues (service requests) within our city and it's all in one central location for our staff to take these issues and address them
Great product, needs some enhancements
What do you like best about the product?
It gives our agents all the customers information at their fingertips. They can navigate around easily and see a lot about the individual.
What do you dislike about the product?
It feels clunky at times, I was there was a better way to show the synopsis of that customers previous case experience
What problems is the product solving and how is that benefiting you?
It allows fantastic case tracking ability. We know where in the case process our customers are.
Out of the Box solution
What do you like best about the product?
Minimal customization, great support, boosts productivity
What do you dislike about the product?
nothing specific that I've noticed so far
What problems is the product solving and how is that benefiting you?
Solving the internal team issues
Excited to see the future of Service Cloud
What do you like best about the product?
We love the 360° perspectives we get on our patients and employees. We are able to unlock data from our systems to allow our world class innovators achieve DREAM like success.. Here at DreamForce '24.
What do you dislike about the product?
Are you kidding? Let's get on board people.
What problems is the product solving and how is that benefiting you?
Unlocking data
Platform value
What do you like best about the product?
Ability to have the same critical data and insights in the same platform for service execution, and value delivery.
What do you dislike about the product?
Perhaps the need to customize to fit the exact needs.
What problems is the product solving and how is that benefiting you?
How to drive scale.
Easy to use, integrability, customizzation
What do you like best about the product?
Easy to use, integrability, customizzation
What do you dislike about the product?
Cost, volum limits, custom objects reuirements
What problems is the product solving and how is that benefiting you?
Manage tickets and cases, visibility, reporting
Salesforce Service Cloud is great interface for End users
What do you like best about the product?
Interface was user friendly and the integration with in house applications for service support is flawless
What do you dislike about the product?
Need to learn Apex for customizing the app
What problems is the product solving and how is that benefiting you?
It helps quickly addressing the customer issues and assigning the ticket to a helpdesk member
Great Product
What do you like best about the product?
Easier for agents to provide efficient and effective support.
What do you dislike about the product?
Overwhelming for new users due to complexity
What problems is the product solving and how is that benefiting you?
It provides comprehensive 360-degree customer view and powerful AI features
Salesforce Service Cloud: The Ultimate Customer Service Powerhouse
What do you like best about the product?
What I like best about Salesforce Service Cloud is its comprehensive set of features and seamless integration capabilities. It brings everything into one platform—whether it’s case management, omnichannel support, or customer interaction tracking—making the overall experience incredibly efficient. The ease of integration with third-party apps and other Salesforce products is another standout, ensuring that you can easily extend the system to fit your business needs. While the platform is feature-rich, it’s still user-friendly once you get past the learning curve. The automation features, like case routing and workflows, are used frequently by our team, significantly streamlining our day-to-day operations. Plus, Salesforce’s customer support has been reliable, offering quick solutions to any issues we face.
What do you dislike about the product?
The biggest challenge with Salesforce Service Cloud is the initial ease of use and implementation. Due to the sheer number of features, the system can feel overwhelming at first, especially for users who are not tech-savvy. Implementing the platform and customizing it to suit specific business needs can be time-consuming and might require developer support, which adds to the overall cost. Additionally, while customer support is generally good, the complexity of the system sometimes requires more advanced technical support. For smaller businesses, the pricing structure might feel steep, and you may end up paying for features you don’t use frequently. Lastly, while the integration options are excellent, setting up these integrations can sometimes require specialized knowledge, making the process less straightforward than it could be.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several key problems for our organization, particularly around managing customer inquiries and improving service efficiency. One major issue it addresses is the need for a centralized platform to handle customer interactions across multiple channels, such as email, social media, phone, and live chat. This omnichannel support ensures that no customer interaction is missed, while also routing inquiries to the right agents quickly, reducing response times.
The platform's automation features, like case routing, workflow automation, and AI-driven bots, help reduce manual tasks and streamline repetitive processes, allowing our team to focus on resolving complex issues. Additionally, Salesforce Service Cloud's robust analytics and reporting tools provide deep insights into our team’s performance and customer satisfaction levels, allowing us to make data-driven improvements.
By solving these operational challenges, the platform benefits us by improving overall efficiency, enhancing customer satisfaction, and ultimately allowing us to scale our customer service operations without drastically increasing costs.
The platform's automation features, like case routing, workflow automation, and AI-driven bots, help reduce manual tasks and streamline repetitive processes, allowing our team to focus on resolving complex issues. Additionally, Salesforce Service Cloud's robust analytics and reporting tools provide deep insights into our team’s performance and customer satisfaction levels, allowing us to make data-driven improvements.
By solving these operational challenges, the platform benefits us by improving overall efficiency, enhancing customer satisfaction, and ultimately allowing us to scale our customer service operations without drastically increasing costs.
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