Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Dreamforce series
What do you like best about the product?
Field service to help with inspections and
What do you dislike about the product?
We like most of the features but moving app
What problems is the product solving and how is that benefiting you?
Inspect the vehicles
CPQ customer with Service Cloud plug in
What do you like best about the product?
As both a Revenue cloud customer and a Service cloud customer, I love that the subscriptions we quote, book and bill can be used by our support agents to support our customers!
What do you dislike about the product?
Looking forward to integrating revenue cloud further to consolidate customer assets
What problems is the product solving and how is that benefiting you?
Automated case routing and case management for faster resolution!!!!
Great Service Over All
What do you like best about the product?
Service Cloud offers robust case management, allowing support teams to handle cases from creation to resolution efficiently. It includes automation and escalation rules that streamline workflows and boost team productivity.
What do you dislike about the product?
The licensing fees for Salesforce Service Cloud can be expensive, especially for small to mid-sized businesses. Additionally, customization and third-party integrations often come with extra costs.
What problems is the product solving and how is that benefiting you?
It's solving customer request and issue.
Service Cloud Review
What do you like best about the product?
Latest features, latest Einstein features, flexibility to support multiple units of business
What do you dislike about the product?
Limitations with object fields, performance limits
What problems is the product solving and how is that benefiting you?
Customer support, issues management
An incredible way to communicate with customers.
What do you like best about the product?
How easy it is to collaborate with team members and handle customer relationships.
What do you dislike about the product?
To provide my team with a tailored service solution, it requires a dedicated SF admin.
What problems is the product solving and how is that benefiting you?
Service Cloud is facilitating the way we communicate and improve our customer relations in a very easy way.
Service cloud provides extensive functionality to meet all our demands for support.
What do you like best about the product?
Service cloud provides extensive functionality to meet all our demands for support. As our organization grew, we were able to adjust how we leveraged Service cloud to support our customers
What do you dislike about the product?
To provide tailored solutions, it will require a dedicated Salesforce Admin/Dev team
What problems is the product solving and how is that benefiting you?
Able to manage an Enterprise Contact Center, scaling for peak seasons and leveraging multiple channels.
Service cloud solves customer issues
What do you like best about the product?
Service cloud can solve multiple different customer challenges at any given point and having an Omni channel type of service really knocks out all of the key problems that you could run into as a customer service agent
What do you dislike about the product?
So one thing I don't like is that some of the crossover effects into service and sales and how licensing works in that regard but otherwise the product itself is outstanding
What problems is the product solving and how is that benefiting you?
We use service cloud voice is our main tool at the Bank to help our customers contact us and get support on a day-to-day basis
Service cloud is the best
What do you like best about the product?
The most helpful thing about service cloud is Omni routing, it ensures SLAs, and removes the job of a "router" and reduces risk of "cherry picking" cases.
What do you dislike about the product?
Live chat transfers for complex skills based routing is not a simple implementation.
What problems is the product solving and how is that benefiting you?
Helping customers resolve time sensitive problems
Powerful tools for streamlining the customer experience
What do you like best about the product?
Powerful tools for automating process that makes the customer experience more streamlined.
What do you dislike about the product?
Like any of these clouds, there's a ton to learn
What problems is the product solving and how is that benefiting you?
Technical support
Salesforce Service Cloud rocks!
What do you like best about the product?
We've been using Salesforce Service Cloud for many years now. We couldn't have asked for a better platform for case management. Our agents get invaluable insights using Lightning Knowledge to gather all relevant information to close cases faster. Customer information is also available with a single click. Omnichannel is a life saver, it ensures proper routing of our cases to the right agent automatically. And AI features help our agents respond faster with automated replies and help us efficiently identify duplicate cases. Our CSAT scores are higher than ever before. Highly recommended!
What do you dislike about the product?
Pricing is a bit expensive but totally worth it for all the features you get.
What problems is the product solving and how is that benefiting you?
CSAT scores are through the roof. Case volumes have decreased significantly since case deflection techniques are working great.
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