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.
We love Service Cloud!
What do you like best about the product?
We use Service Cloud to empower over 5500 agents to serve our guests. Love the innovation heading around AI as well.
What do you dislike about the product?
I'm not a big fan of how it works with Knowledge Base articles
What problems is the product solving and how is that benefiting you?
Helps our agents have a streamlined and consolidated system to serve our guests
Great addition to our client service
What do you like best about the product?
The best thing i like about service cloud is the great array of way we are enabled to help our customer we use thw omni chanel support to bring the best out for our customer.
What do you dislike about the product?
I wish if there was a simpler way to make ot look more appealing may be like the starter or proffesional edition.
What problems is the product solving and how is that benefiting you?
Makeing our service more streamlined.
Provide better customer support with Service Cloud
What do you like best about the product?
It allows me to add value to resolve customer service cases more quickly and efficiently.
What do you dislike about the product?
I dislike not to have AI in service cloud yet.
What problems is the product solving and how is that benefiting you?
Service cloud helps us to solve problems with invoice correction and customer service. It helps us to save time and satisfy our customers, which is the most important thing.
Awesome!
What do you like best about the product?
The way that we can relate and prioritize cases
What do you dislike about the product?
Expensiveness and complex implementation
What problems is the product solving and how is that benefiting you?
All my daily cases
Senior Salesforce developer
What do you like best about the product?
The case routing and email routing is fantastic. I also can't wait to implement the new Ai features for service cloud.
What do you dislike about the product?
Expensive and can be complex if you don't know what your doing.
What problems is the product solving and how is that benefiting you?
Case management
Amazing low-code capabilities
What do you like best about the product?
My favorite part about Service Cloud is Omni-channel routing. The power given to low code routing solutions is quite remarkable. Utilizing various service channels, queues, and skills-based routing as well have all been game changers. I'm able to accomplish a lot of complex routing without the need for code.
What do you dislike about the product?
Right now I would say it is automatic logging out of of omnichannel when new browser tabs are opened. We have integrations that sometimes cause new browser tabs to deliver a Case, agents are logged out of their previous tab each time. This causes some frustrations for agents and can harm their time-to-close stats.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us ensure our customers are taken care of promptly across various channels. It empowers our agents to efficiently handle Cases. With faster case resolution, our customer satisfaction improves and leads to more memberships and revenue.
Service cloud for Insurance Group company
What do you like best about the product?
We used SC for managing customer service for 11 cou tries were we had presence and also dealing with policy claims using financial service cloud.
What do you dislike about the product?
Maybe the email to case feature could get improve to have something like a mailing mapping to agents. We needed to implement that using custom objects and some flows.
What problems is the product solving and how is that benefiting you?
Contact center managing and case management tracking.
Service cloud is our go to for customer and tech support issue resolution
What do you like best about the product?
Ease of use, case tracking, console view and app workflow
What do you dislike about the product?
Complexity of initial setup and lack of best practice guidance at bring up
What problems is the product solving and how is that benefiting you?
Customer issue logging, tracking, and resolution. RMA compliance
Service Cloud Awesome
What do you like best about the product?
The automation has saved time with with business processing
What do you dislike about the product?
For me, it is the la knof training available
What problems is the product solving and how is that benefiting you?
Automation of processes
It works
What do you like best about the product?
Service could helps you to provide the best service to customers!
What do you dislike about the product?
If you do not have an dedicated admin or developer it can be a challenge to set up
What problems is the product solving and how is that benefiting you?
When customers has a issue. It allows me to view the full customer journey at a glance
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