The customer call center and the Salesforce people wanted to check the status of delivery, but the delivery fulfillment is happening in ECC. To cut response time, we enabled a button that fetches all the relevant info from ECC and pass it on.
Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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It is great as a functional tool - but some way to go to nail down the UI/UX experience.
What do you like best about the product?
The best part is the endless ability to customize it and integrate it with various tools and applications.
What do you dislike about the product?
The OLD UI - which is now outdated and doesn't do any favors related to readability etc.
What problems is the product solving and how is that benefiting you?
Salesforce Service cloud - helps to prepare quotes/documentation that needs to go out to the customer.
It helps keep track of customer platform usage and provides stats that can help highlight usage to the customer's POC at the time of contract renewals.
It also helps to keep track of account activity, communications and other stakeholders' actions who are working on the same client account from different team perspectives.
It helps keep track of customer platform usage and provides stats that can help highlight usage to the customer's POC at the time of contract renewals.
It also helps to keep track of account activity, communications and other stakeholders' actions who are working on the same client account from different team perspectives.
Best tool for managing the Services Provided
What do you like best about the product?
I have been working on salesforce service cloud from past 4 years and it has been an amazing CRM platform for working smoothly.
What do you dislike about the product?
In the lightning preview it takes a bit longer for the screen to load.
What problems is the product solving and how is that benefiting you?
It helps managing the data and filing the cases and working on it with the required customisation. It is easy to link it with various 3rd party applications like Servis , SAP.
Awesome tool for CRM
What do you like best about the product?
Easy to use software for management relationship with customer
What do you dislike about the product?
Nothing, everything is good in Salesforce
What problems is the product solving and how is that benefiting you?
Everything which related to customer relationship
A stable solution enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents
What is our primary use case?
What is most valuable?
It's very user-friendly and is easy to navigate.
What needs improvement?
The pricing of the solution can be less expensive.
For how long have I used the solution?
I have been using Salesforce Service Cloud for six months.
What do I think about the stability of the solution?
The stability is a ten out of ten.
What do I think about the scalability of the solution?
Eight people are using the solution at present.
How was the initial setup?
The initial setup is straightforward.
What other advice do I have?
Overall, I would rate the solution a nine out of ten.
Top-Rated service platform
What do you like best about the product?
It is the best CRM tool I have experienced. It is very user-friendly and very easy to implement. It has multiple variety of features like tracking and managing the cases of clients. It will help me to track the process. The level of support Salesforce offers is incredible.
What do you dislike about the product?
Salesforce provides a wide range of features, as the salesforce service cloud has customer information that is open for service agencies which can lead to privacy risks. Also, there are some limitations in creating reports as well.
What problems is the product solving and how is that benefiting you?
All Users appreciate the ability to customize Service to meet their specific business needs. These are the rules that lead the success for every small business. The tracking feature of Salesforce is very helpful in my work. I use the tracking and management feature of it almost every day. It helps me to improve the connectivity with my customers.
A talk about salesforce
What do you like best about the product?
Salesforce Service Cloud's greatest strength lies in its ability to seamlessly unify and optimize customer service operations. It stands out for its comprehensive suite of tools that streamline communication, facilitate personalized interactions, and empower agents to deliver top-notch support. The platform's adaptability and customization options enable businesses to tailor their service processes precisely to their needs, fostering efficiency and enhancing customer satisfaction. Its integration of AI-driven features, multi-channel support, robust analytics, and scalability further solidify its position as a leading solution for businesses seeking to elevate their customer service experiences.
What do you dislike about the product?
While Salesforce Service Cloud offers a robust set of features, there are a few areas that might pose challenges. One potential drawback is its complexity, especially for new users or smaller businesses without dedicated resources for customization and implementation. The learning curve can be steep, and navigating the platform might require significant training and expertise. Additionally, the cost of Service Cloud can be a concern for smaller companies, as its pricing structure can become expensive, especially when considering additional add-ons or customization. Lastly, occasional system downtime or performance issues can affect user experience, although Salesforce typically works diligently to address such issues swiftly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud effectively addresses several critical challenges in customer service management. Its ability to centralize customer interactions across multiple channels streamlines communication, enabling quicker response times and more personalized support. This consolidation simplifies the management of customer cases, improving efficiency and allowing for better collaboration among agents. Additionally, the platform's automation and AI-driven features help in handling routine tasks, freeing up agents to focus on more complex inquiries. Overall, Service Cloud's capabilities enhance our ability to deliver high-quality, consistent customer service experiences, leading to increased customer satisfaction and loyalty.
Salesforce A platform for Multiple uses
What do you like best about the product?
Salesforce is a platform where it enables the employees to work on a specific platform in order to raise tickets in a place where multiple users can access the same ticket which increases the speed of time and easy of integration
What do you dislike about the product?
When there is maintenance in the server it stops the workflow of the entire process which increases a lot of lead time in order to solve the issue which is raised by the customer in the form of quaries.
What problems is the product solving and how is that benefiting you?
It creates a place where the employees can work together on any given issue which would solve the problems of the organisations customers and it helps us to gain hands on experience on the work flow using the ticketing app.
Easy to use
What do you like best about the product?
The application is easy to use and makes work productive.
What do you dislike about the product?
none that I can think of as of the moment
What problems is the product solving and how is that benefiting you?
Able to assist in finding resolution to some queries.
A decade of experience admining Salesforce Service Cloud
What do you like best about the product?
Being part of the larger Salesforce ecosystem has definite benefits, like pulling from the same data as other products like their sales and marketing clouds. Salesforce's education system Trailhead is top-of-the-line, and updates to functionality are regular and robust. Automation is easy, and some of the AI components being in the works are leading the competition.
What do you dislike about the product?
More could be done to make service cloud easier for smaller and/or inexperienced customers. Too often Salesforce is touted as a do-it-yourself tool, and a year or two later an experienced admin (in-house hire or consultant) needs to be hired to reconstruct. If you plan on implementing Salesforce Service Cloud, it's best to have someone who's done it before guiding you.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud's core capability of ticket management keeps our Support team organized.
Streamlining customer service operations with its centralized platform and offering robust case management, contributing to improved efficiency and enhanced customer support
What is our primary use case?
Our use case revolves around managing licensing and ensuring that our partner companies, specifically resellers, have the appropriate access. We utilize the platform to monitor and organize information about their prospects.
How has it helped my organization?
The centralized infrastructure offers significant advantage.
What is most valuable?
The most valuable aspect is its integration capabilities, particularly with our internal systems. The platform seamlessly connects with our in-house integration tool. The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization.
What needs improvement?
Occasionally, individuals face difficulty accessing information that seems to be unavailable to them. The main concern for me revolves around the speed of certain integrations. Occasionally, there's a delay of a few minutes for data to synchronize.
For how long have I used the solution?
I have been working with it for six months.
What do I think about the stability of the solution?
I have never encountered any stability issues with it. I would rate it ten out of ten.
What do I think about the scalability of the solution?
About a thousand employees utilize it on a daily basis. Currently, we are in the process of reviewing everything, and there's a possibility that we will start using it more extensively in the future.
What about the implementation team?
There are approximately eight to ten people involved in the maintenance tasks.
What was our ROI?
Regarding the return on investment, there is an observed improvement in speed compared to the previous process.
What other advice do I have?
I would recommend ensuring that you have access to demos or a practice system to verify that Salesforce Service Cloud is user-friendly and meets all your requirements. Overall, I would rate it eight out of ten.
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