I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site.
Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Offers real-time intelligence, stable product and improves interactions with customers in service environments
What is our primary use case?
How has it helped my organization?
It is straightforward to integrate Service Cloud with third-party tools or other systems.
In most cases, we use MuleSoft as the integration technology when a direct API integration is needed.
What is most valuable?
I'm seeing more investment in real-time intelligence. This utilizes data, AI technologies like bots, and solutions like Customer 360 to interpret data in real time. This helps agents resolve customer interactions faster rather than having to navigate through multiple applications.
What needs improvement?
There are a few areas of improvement.
- One area for improvement could be in the speed and accuracy of analytics, particularly around resolving cases. There's room to enhance SLA (Service Level Agreement) management as well.
- Secondly, the Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here.
- Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.
For how long have I used the solution?
I have been using it for seven to eight years.
What do I think about the stability of the solution?
It is a stable product. It has been in the market for quite some time, so it is a stable product.
What do I think about the scalability of the solution?
I would rate the scalability a nine out of ten. It is pretty easy to scale.
It is suitable for medium and enterprise-level businesses.
How are customer service and support?
The customer service and support are pretty responsive. The processes are quite established. So, I didn't face any challenges with the support.
Which solution did I use previously and why did I switch?
There is ServiceNow. People think it is cheaper. But it is suitable for small organizations.
Large organizations prefer Salesforce.
How was the initial setup?
The initial setup is very easy.
What's my experience with pricing, setup cost, and licensing?
I would rate the pricing a five out of ten. The licensing is flexible. Companies pay for what they use.
However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range.
What other advice do I have?
Overall, I would rate the solution an eight out of ten. I would recommend it to other users.
Salesforce Service Cloud : A easy way to boosting Customer Service
What do you like best about the product?
The most useful thing that I found is the Saleforce Service cloud keep the data of the your entire customer interactions at one single place. The UI is very user friendly
What do you dislike about the product?
I found the Salesforce Service Cloud is very hard to understand for begginers, the concepts and tools are complex to understand.
What problems is the product solving and how is that benefiting you?
As a developer one thing I can say is very useful that it has vast APIs that will allows you for seamless integration with other systems, this will help you to keep your focus at one place.
Best platform for Customer Support
What do you like best about the product?
1-it is user friendly
2-You can easily store customer data and follow up
2-You can easily store customer data and follow up
What do you dislike about the product?
1-Price is quite higher than other cloud services
2-Takes time to load
2-Takes time to load
What problems is the product solving and how is that benefiting you?
it really helped me by storing customer data and with one click i can easily access prospect information.
Boost Your Customer Support with Salesforce Service Cloud
What do you like best about the product?
What I love most about Salesforce Service Cloud is how easy it is to use and navigate. The interface is user-friendly, making it simple for anyone, even if they're not tech people. And the case management features which inludes Auto case assignment rules, Auto response rules, web to case and email to case features which make simple to raise and create cases with customer support team and for users, effectiveness in organizing the customer support tasks.
What do you dislike about the product?
The main thing I don't like about Salesforce Service Cloud is its pricing, especially for small businesses. And there are additional charges for certain features, which can add up if we required.
Apart from that even user interface is user freindly, it will take some time to get familar with it for new users who don't know salesforce service cloud at all.
Apart from that even user interface is user freindly, it will take some time to get familar with it for new users who don't know salesforce service cloud at all.
What problems is the product solving and how is that benefiting you?
In my current project, I as a Salesforce Admnistrator provide support to our client Users, so this platform help them to open tickets/cases with us, cases may regarding access issues, field updates and flow issue etc. Using salesforce service cloud we are able to track cases raised by them and help them to get the proper resolution.
Salesforce Service Cloud is a good customer platform
What do you like best about the product?
The best feature I like in the platform is the interface where we can see all the components at a time.
What do you dislike about the product?
The dislike about salesforce service is the customer support team. Resolving issues will take a long time.
What problems is the product solving and how is that benefiting you?
Sending emails problems is solved and I am benefiting by knowing the Insights.
Salesforce-Unified Customer Servcie Agent
What do you like best about the product?
The main feature of service cloud is that it is Fully integrates with the oir CTI, and in this service we can track,about concerns, and our sales team is very happy to use this software, The UI is also very good and easy to understand and support also good and very help to the team.
What do you dislike about the product?
The cost is high of this software, but Many times its get down and need some time to back and many time it irritate to us, rest all is good
What problems is the product solving and how is that benefiting you?
It is very helpful for Helpdesk and Our employees do live chat with the help of this software and outcome the Solution to the customer and response is very good, in Simple Words we are very happy to use this software.
Valuable Feedback of "Salesforce service cloud"
What do you like best about the product?
The Salesforce service cloud is easy to integrate This cloud to another cloud and it is doing vrer seamless, it helps also to Customer Queries or Q&A, which improves our productivity and it provides so much flexibility which helps to us.
What do you dislike about the product?
The Cost is little bit expensive, Rest all is good in this software
What problems is the product solving and how is that benefiting you?
It is very helpful to listen or solve the queries of customers or users, From the help of this platform our Employees do Live chat form the Customers, which saves the time of both of the party and Customer Trust is making more stronger.
Salesforce is a great tool for every business use case
What do you like best about the product?
It is a great tool as it meets all the requirements of a business and is easy to use. It maximizes productivity and helps in maintaining the data which further helps in making the customers happy
What do you dislike about the product?
The tabs are sometimes confusing and for a begineer it is not easy to navitage and get all the details
What problems is the product solving and how is that benefiting you?
Our customers are able to open tickets and because of the Salesforce service cloud we ae able to track and help them get the proper resolution
Market leader in cloud computing
What do you like best about the product?
Best part of Salesforce Service cloud is ease of integragration, Service console,Automated case routing, custom reports and dashboard,Telephony integration (cisco, BT, Avaya etc.). what personally I like the best is case management which is definately ease of use.
What do you dislike about the product?
There are instances observed with automated case routing wherein wrong trigger or an important case escalated by customer gets assigned to L1 teams again if vigilance is not present from SM team. However this can be improvised in forecoming time with more data present with salesforce team basis frequency of use cases reported.
What problems is the product solving and how is that benefiting you?
Salesforce brings in multiple things combined together else it was a task to fetch reports wherein console had less filters and sometimes it generated broken reports. Also, case management is easy, one can check with customer ID right from existing case to check previous instances and get going.
POV of a SFadmin
What do you like best about the product?
Service Cloud is very easy to implement, I have implemented in several organizations. We are able to customize where needed and minimize anti-patterns.
What do you dislike about the product?
There is not an easy toggle for users to include a feed thread in each communication if needed. Some collaborators are email on the go and need the full context
What problems is the product solving and how is that benefiting you?
Easy method for customer to contact us directly from our product using chat bot or by logging into a digital experience and submitting a case.
This allows easy access for customer to keep up to date on long tail cases
This allows easy access for customer to keep up to date on long tail cases
showing 1,441 - 1,450