Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Service Cloud
What do you like best about the product?
The platform gives us a complete 360-degree view of our customers, which has made it so much easier to deliver personalized and efficient service. The omni-channel support is seamless, allowing us to manage interactions across email, chat, phone, and social media all in one place. I especially appreciate the automation and AI features, like Einstein Bots, which have drastically improved our response times. Plus, the self-service options have really empowered our customers to find answers on their own, easing the pressure on our support team. Overall, it’s highly customizable, scalable, and has truly transformed the way we handle customer service.
What do you dislike about the product?
The platform can be quite complex and overwhelming, especially for new users. It took a lot of time and effort to fully understand and customize it to fit our needs.
What problems is the product solving and how is that benefiting you?
N/a
Service cloud is the best choice.
What do you like best about the product?
As a former service cloud agent and continuing my journey with Salesforce, I am now building in the service cloud from the line of business. The service cloud offers scalability and continued growth with my organization.
What do you dislike about the product?
Custom code can be challenging but is still workable.
What problems is the product solving and how is that benefiting you?
Integrate multiple systems.
Loving Service Cloud!
What do you like best about the product?
It helps track our business cases and align with customers
What do you dislike about the product?
There are some limitations that take a little extra configuration
What problems is the product solving and how is that benefiting you?
Routing internal and external cases and responding to users
Service cloud allows us to make every customer feel the the only customer
What do you like best about the product?
The platform continues to evolve in ways that make us more productive with a larger customer base without necessarily a larger team
What do you dislike about the product?
The licensing models are constantly changing so it's hard to budget for licenses.
What problems is the product solving and how is that benefiting you?
Giving a growing customer base the feeling that they are unique and special
Best enterprise service option
What do you like best about the product?
Salesforce Service Cloud always has a solution to solve for any given service management request from the business, from large service transformation projects to routine updates.
What do you dislike about the product?
Each additional solution product is an additional cost. It may be prohibitive for smaller companies.
What problems is the product solving and how is that benefiting you?
Comprehensive customer service request management platform including high volume email routing, live chat, and live phone service.
Service Cloud- A core functionality of any team
What do you like best about the product?
With service being so vital to all organizations, service cloud allows admins to easily, and effectively, set up orga in a way that benefits the whole.
What do you dislike about the product?
SCV functions differently based on service providers. It's an amazing product, but without the right service provider, can not be properly utilized.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our team to quickly address customer concerns through standard usage, like case management and chat.
Ease of use and great use cases for customers
What do you like best about the product?
Service cloud is easy to configure and has all features a company might need to support its customers. Integrations with existing systems is easy and can be done seamlessly
What do you dislike about the product?
Some older legacy systems need more customization
What problems is the product solving and how is that benefiting you?
Compiling customer data and allowing agents to assist quickly
Service Cloud is THE Service Tool
What do you like best about the product?
The flexibility to work for multiple different teams in different ways without interfering in their workflows.
What do you dislike about the product?
Can be cumbersome for admins on the backend
What problems is the product solving and how is that benefiting you?
We need a central support tool to help multuiple teams come together in one place for executive reporting and better ease of use for agents.
Service
What do you like best about the product?
Case management , chat bots, case routing
What do you dislike about the product?
Queues latency , assigning to users.....
What problems is the product solving and how is that benefiting you?
Customer
Great configurable scalable platform
What do you like best about the product?
The ability to manage your end to end customer support processes in one platform. The fact that you can use multiple emails to funnel to one case management tool.
What do you dislike about the product?
There are some automation opportunities that can be implemented by default including features to mimimize duplicative cases/accounts.
What problems is the product solving and how is that benefiting you?
The ability to pull chat with customers and live support. Being able to route cases from one group to another (for tiered support models/escalation)
Remote work order assignment is great too!
Remote work order assignment is great too!
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