Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Bring our org to the 21st century
What do you like best about the product?
Compiles key customer information in a single page to provide faster support
What do you dislike about the product?
I sometimes have to go to a different cloud to find sales or customer web data
What problems is the product solving and how is that benefiting you?
Classifying customer cases and allow us to report on the data
Superior Service
What do you like best about the product?
I love the ability to consolidate all of your service channels until one unified platform. Whether it be email, website, phone, and more, you can provide superior customer service all with Service cloud.
What do you dislike about the product?
Still scratching the surface, not much at this time.
What problems is the product solving and how is that benefiting you?
Streamlining our processes, making us more efficient overall and getting us caught up with the times.
Great tool for service
What do you like best about the product?
Service cloud can help automate processes and increase efficiency for service teams. Creating and working cases becomes easier, and flow is a great tool that can help streamline workflow.
What do you dislike about the product?
Although service cloud can work with knowledge articles and AI, it can be overwhelming to start the process for setting those up.
What problems is the product solving and how is that benefiting you?
Service cloud makes it easy for calls and customer interacts to be logged in Salesforce which helps create a more personalize interact with customers in the future.
Very customizable
What do you like best about the product?
The key benefit to Salesforce is that you can configure it to support your workflows.
What do you dislike about the product?
Because it's so customizable, there isn't clear and definitive documentation on how to configure it.
What problems is the product solving and how is that benefiting you?
It allows us to escalate customer needs to various departments
Engineer 1
What do you like best about the product?
Omni channel routing as implemented through a flos
What do you dislike about the product?
Not as intuitive as expected in that the out of the box routing rules do not work
What problems is the product solving and how is that benefiting you?
The routing of cases by skills
It’s very helpful for cases in our org
What do you like best about the product?
The upside about service cloud is the Omni routing it provides
What do you dislike about the product?
I dislike the inconsistency in performance and it's not that Intuitive.
What problems is the product solving and how is that benefiting you?
Cases for our internal marketing application
I work as a Financial Analyst and use Sales force in order to pay out and calculate Bonus amount.
What do you like best about the product?
Salesforce is a systemized center for multiple transactions with the vendor as well as the customer, it enables the platform for various solutions in the for of creating a ticket and which can be viewed/accessed my colleagues and other department workers for the goal of the same. It is largely used to solve customers queries and problems in a quick way.
What do you dislike about the product?
The Cloud would have to be maintained in a regular systematic time and downtime is one inevitable factor by which the processing time would fail to pickup as a usual run.
What problems is the product solving and how is that benefiting you?
It solves any problem which a particular user is facing in regards to the business operations linked with the respected employee.
Lots of capability - Very Customizable.
What do you like best about the product?
The best thing about Service Cloud is that it can do anything. There is a lot of flexibility
What do you dislike about the product?
The worst thing about Service Cloud is that it can do anything. There's a steep learning curve to admin it compared to Oracle RightNow.
What problems is the product solving and how is that benefiting you?
Great to track multiple cases from customers, make sure everything gets answered, and easy to transfer a case to another dept or office.
Salesforce Service Cloud
What do you like best about the product?
I am a recent learner using the salesforce service cloud. The good thing is that i am getting the 360 view of customer orientation
What do you dislike about the product?
As I am new to salesforce service cloud. So, as of now I did not not see any negative impact on that.
What problems is the product solving and how is that benefiting you?
As salesforce service cloud give overall 360 degree view of customer. So it is easy to maintain and track the record.
Less informative than expected
What do you like best about the product?
Data analysis, reports, customer support and CRM tools along with AI integration
What do you dislike about the product?
AI could be better. Knowledge base is very limiting due to lack of folders and ability to create categories to make knowledge finding and content management easier.
What problems is the product solving and how is that benefiting you?
Customer support management and CRM tools
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