We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.
Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
from
and
External reviews are not included in the AWS star rating for the product.
salesforce service cloud review
What do you like best about the product?
Integration Capabilities
Knowledge Base
Automation and AI
Knowledge Base
Automation and AI
What do you dislike about the product?
cost
Complexity
Customization Challenges
Complexity
Customization Challenges
What problems is the product solving and how is that benefiting you?
Lack of Omni-Channel Support
Manual and Repetitive Tasks
Manual and Repetitive Tasks
Easy to use, it is sometimes slow and takes time to load.
What do you like best about the product?
Capturing all accounts' data in one place. Easy to find the data from Salesforce. It is used everyday at work. There is an ease of integration.
What do you dislike about the product?
It is sometimes very slow and takes a lot of time to load.
What problems is the product solving and how is that benefiting you?
Solving the issue of misplacing the data. streamlining client details, company details, and additional information. Forecasting the revenue and managing my KPIs.
Service cloud, an admins perspective
What do you like best about the product?
Case management. Case workload management. OmniChannel is 10 out of 10.
What do you dislike about the product?
We have sooo many related lists and fields in our detail section on case records. It has been a struggle to highlight truly important info.
What problems is the product solving and how is that benefiting you?
Case management, case routing, analytics of cases and problem resolution
Review from a certified Salesforce admin
What do you like best about the product?
Comprehensive customer information available for agents to provide services that improve customer satisfaction
What do you dislike about the product?
Sometimes it is slow in response to requests
What problems is the product solving and how is that benefiting you?
Providing comprehensive customer information that make us better in providing services
Amazing platform
What do you like best about the product?
It is very user-friendly, provides us competitive features helping us save time and increase efficiency.
What do you dislike about the product?
There is nothing i would say to dislike,the platform offers a bundle of features.
What problems is the product solving and how is that benefiting you?
It is solving putting all the things at one place which is very secure,less human work
The interface is quite user-friendly, and data can be exported easily
What is our primary use case?
What is most valuable?
The interface is quite user-friendly. Anyone can use the software. It's very easy to pull up Salesforce to work or see if there has been any progress on our deals. The option to download the registered deals into an Excel sheet has enhanced our customer experience. There's a feature where we can mention the timelines of each milestone. As the milestone is achieved, it turns green. It gives us a notification. It improved our customer support and service operations.
What needs improvement?
The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
For how long have I used the solution?
I have been using the solution for three to four years.
What do I think about the stability of the solution?
The tool is pretty stable. I rate the stability a nine out of ten.
What do I think about the scalability of the solution?
Our organization is huge. We have 125,000 employees. Around 20,000 employees use the product in our organization across the globe. The tool is scalable. I rate the scalability an eight or eight and a half out of ten. The tool grows as our business expands.
How are customer service and support?
We get support whenever we need it.
How would you rate customer service and support?
Positive
How was the initial setup?
I rate the ease of implementation a six and a half out of ten. We had to integrate it with a lot of other products. We had to build some custom APIs. They were not available out of the box.
What's my experience with pricing, setup cost, and licensing?
The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
Which other solutions did I evaluate?
We also used Oracle for a short duration.
What other advice do I have?
I will recommend the solution to others. It makes reporting easier. All the data is readily available in one place where we can pull it up whenever we feel like it. Overall, I rate the product a nine out of ten.
Easy to use
What do you like best about the product?
Service Cloud is highly scalable and can accommodate the needs of businesses of all sizes, from startups to large enterprises. Whether you're handling a few customer inquiries or managing a high volume of support requests, Service Cloud can scale to meet your requirements.
What do you dislike about the product?
Salesforce Service Cloud can be expensive, particularly for small and medium-sized businesses.
What problems is the product solving and how is that benefiting you?
Before using Salesforce Service Cloud, organizations might have struggled with disparate systems and manual processes for managing customer inquiries. Service Cloud centralizes case management, allowing agents to view, update, and track customer cases in one place.
Salesforce Service cloud is very user friendly
What do you like best about the product?
The features and products it provides and it is very user friendly
What do you dislike about the product?
I like most of the features.i have not yet come across something that I dislike as of now, maybe in the future 😉
What problems is the product solving and how is that benefiting you?
Automation and integration of service now and case.
Key Account Manager
What do you like best about the product?
The ease of use and the potential it has to bring business use cases at a simple level
What do you dislike about the product?
Nothing such as of now to be disliked. If something I feel is not good, I will definitely bring it up.
What problems is the product solving and how is that benefiting you?
It helps me minimizing the manual effort and speed up the work.
Review
What do you like best about the product?
Quick service , easily accessible and good interface
What do you dislike about the product?
Stuck at some point sometime, few option are not clear
What problems is the product solving and how is that benefiting you?
I used it to check the CRM platforms a
showing 1,451 - 1,460