Agentforce Service
Salesforce, Inc.External reviews
7,124 reviews
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Service cloud for Insurance Group company
What do you like best about the product?
We used SC for managing customer service for 11 cou tries were we had presence and also dealing with policy claims using financial service cloud.
What do you dislike about the product?
Maybe the email to case feature could get improve to have something like a mailing mapping to agents. We needed to implement that using custom objects and some flows.
What problems is the product solving and how is that benefiting you?
Contact center managing and case management tracking.
Service cloud is our go to for customer and tech support issue resolution
What do you like best about the product?
Ease of use, case tracking, console view and app workflow
What do you dislike about the product?
Complexity of initial setup and lack of best practice guidance at bring up
What problems is the product solving and how is that benefiting you?
Customer issue logging, tracking, and resolution. RMA compliance
Service Cloud Awesome
What do you like best about the product?
The automation has saved time with with business processing
What do you dislike about the product?
For me, it is the la knof training available
What problems is the product solving and how is that benefiting you?
Automation of processes
It works
What do you like best about the product?
Service could helps you to provide the best service to customers!
What do you dislike about the product?
If you do not have an dedicated admin or developer it can be a challenge to set up
What problems is the product solving and how is that benefiting you?
When customers has a issue. It allows me to view the full customer journey at a glance
Salesforce user!
What do you like best about the product?
Makes agent workflows easier, allows agents to focus on real work than busy tasks
What do you dislike about the product?
Too many different processes, features and it's hard to keep track some times.
What problems is the product solving and how is that benefiting you?
Self help and agent help
Service Cloud makes Service Automation trivial!
What do you like best about the product?
The best part of Service Cloud is the case automation! Every step of case management can be automated for a smoother experience.
What do you dislike about the product?
Email-to-case and legacy email handlers can be difficult to debug.
What problems is the product solving and how is that benefiting you?
Service cloud has eliminated the much of the need for manual case assignment and responses.
Love it
What do you like best about the product?
The simplicity and power of the tool, I could not recommend it more
What do you dislike about the product?
The look and feel of the lighting cloud could use a refresh
What problems is the product solving and how is that benefiting you?
Customer 360 view of the customer
Efficient and Reliable Tool for Customer Service Management
What do you like best about the product?
Salesforce Service Cloud provides a seamless and customizable experience for managing customer interactions. The omnichannel feature is extremely helpful, allowing my team to streamline communication across various platforms. I also appreciate the comprehensive reporting capabilities, which help drive informed business decisions
What do you dislike about the product?
Learning curve to implement it and omnichannel is a little bit complicated.
What problems is the product solving and how is that benefiting you?
Case management, for sure was the most complicated.
Very configurable, love the flexibility
What do you like best about the product?
Easy to configure to the needs of my client based on their current setup
What do you dislike about the product?
Pretty Expensive to add new licenses, so not easy to scale
What problems is the product solving and how is that benefiting you?
It streamlines our business process and ensures users follows the best path to complete service tasks
Admin
What do you like best about the product?
It works for my service team, would like to use it more
What do you dislike about the product?
Nothing that I can think of at this time
What problems is the product solving and how is that benefiting you?
Cases
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