Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Service Cloud Empowers CSAs for a Customer-First Experience
What do you like best about the product?
Service cloud allows us to create customer first experience. Allows us to provide the right information to our CSAs to easily resolve our customers issues
What do you dislike about the product?
We dont have the ability to properly track AHT when cherry picking cases. Having to customise to meet our business needs/requirements
What problems is the product solving and how is that benefiting you?
Having one place to all interactions with our customers. Giving agents all the information at their fingertips relating to a customers case/query
Effective Customer Support, but Service Contract Model Has Limitations
What do you like best about the product?
Great way to provide great support to customers
What do you dislike about the product?
We used Service Cloud for CPQ. There are limitations with the service contract model
What problems is the product solving and how is that benefiting you?
Case reporting and routing
Improved Customer Wait Times, But Integration Needs Work
What do you like best about the product?
The wait times for our customers have dropped and continue to get better.
What do you dislike about the product?
Not being able to merge things together and having to use outside systems.
What problems is the product solving and how is that benefiting you?
The wait times for the customers are dropping and starting to get better.
Efficient Centralized Customer Service Platform with Some Integration Delays
What do you like best about the product?
This platform serves as a centralized hub for managing all customer service processes. It provides a seamless user experience and improves agents' efficiency through its unified console view.
What do you dislike about the product?
There isn't anything specific to mention, but in a more complex ecosystem, the integration process can sometimes be slow.
What problems is the product solving and how is that benefiting you?
Agent force for aservice is helping to drive the transformation of next-generation contact centers. It plays a key role in enabling these advancements, supporting the evolution of customer service operations.
Great Customer View and Integration, but UI Gets Cluttered
What do you like best about the product?
Having a single view of the customer. Multiple communication channels, plus easy integration with our portal.
What do you dislike about the product?
Very easy to accrue clutter in the UI over time
What problems is the product solving and how is that benefiting you?
Delivering a managed IT service in a clear and consistent way across many customers
Great for Customer Insights, But Limited Communication Options for Support Staff
What do you like best about the product?
Integrated customer view across the full customer lifecycle
What do you dislike about the product?
For an email and phone based support staff, the communication options are limiting
What problems is the product solving and how is that benefiting you?
Ticket and incident management, proactive client care
Salesforce is accelerating our processes
What do you like best about the product?
Security and reliability for our mobile workforce
What do you dislike about the product?
I haven’t used the service long enough to be able to provide this feedback
What problems is the product solving and how is that benefiting you?
Streamlines the process of tracking and resolving customer issues
Valuable Insights for Customer Issues, but Low-Code Options Feel Restrictive
What do you like best about the product?
I love that I can report on customer issues and offers valuable insights to continuous learnings
What do you dislike about the product?
For low code option, it can be pretty restrictive.
What problems is the product solving and how is that benefiting you?
We use it at our College to navigate and manage customer issues
Service Cloud: Super Cool Experience, No Complaints
What do you like best about the product?
Everything about service cloud is super cool
What do you dislike about the product?
Nothing that I can say or recall to tell bad about service cloud
What problems is the product solving and how is that benefiting you?
All day to day problems
Comprehensive Platform with Effortless Setup
What do you like best about the product?
I find Salesforce Service Cloud to be the most comprehensive and major customer operations platform on the market. The ease of use, intuitive user interface, and easy navigation are standout features for me. I also appreciate how easy it was to set up and integrate with other tools. The speed of processing different requests significantly enhances my workflow.
What do you dislike about the product?
I find some flaws in the case management and automations within Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management and service operations, finding it comprehensive for sales operations. It easily integrates with my tools and offers a user-friendly interface that speeds up processes and requests.
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