Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Excellent product
What do you like best about the product?
Service cloud allows for a one stop shop for case logging, chat, knowledge, and customer interactions. Best in class.
What do you dislike about the product?
There can be a training barrier for new agents
What problems is the product solving and how is that benefiting you?
Allows our agents to quickly respond to customer needs and support reporting on how we are doing.
Salesforce Service Cloud Review
What do you like best about the product?
Entitlements and Milestones, for sure! It’s so convenient to track cases and performance using them. Also, with the Winter 24 release, I’m really excited to use the auto launched flow from milestones!
What do you dislike about the product?
It's a hard question! In general, I like everything, but I just want to add that, as a milestone criterion, when using formulas, it doesn't support 18-character IDs. I had an issue with the client where they had case record types, and it didn’t work with the 18-character IDs.
Also, there is a Service Cloud checkbox on the user. I think this should be managed through permission sets.
Also, there is a Service Cloud checkbox on the user. I think this should be managed through permission sets.
What problems is the product solving and how is that benefiting you?
I'm a consultant that implements service cloud to our client.
My client is gathering issues, problems, product feedbacks from the clients as a cases. (Also using Experience site for it) By using milestones they are working in a planned timeline and providing the best service to their clients.
My client is gathering issues, problems, product feedbacks from the clients as a cases. (Also using Experience site for it) By using milestones they are working in a planned timeline and providing the best service to their clients.
360 view makes agents smarter and fastwr
What do you like best about the product?
I love that you get a total view of the Customer. From Sales to service to technical issues
What do you dislike about the product?
It can take a bit to architecture correctly.
What problems is the product solving and how is that benefiting you?
Speed, consustency
Love service cloud
What do you like best about the product?
The ability to help clients through multiple channels and have all customer data in one place.
What do you dislike about the product?
It can be complex and there is a bit of a learning curve.
What problems is the product solving and how is that benefiting you?
Getting customers the info they need when they need it
Amazing service tool
What do you like best about the product?
The chat functionality and case management including the Einstein features
What do you dislike about the product?
The knowledge base not being accessible on external websites OOTB
What problems is the product solving and how is that benefiting you?
Customer 360 and quick bot reoslutions
Powerful tool, highly customizable, aligns all your data
What do you like best about the product?
Service cloud is intuitive and logical, it houses all of our organization's service and financial data and allows us to conduct our business with efficient workflows. I appreciate how logical it is and how seamlessly the interaction between objects and cases is. I also love the in-line editing and reporting.
What do you dislike about the product?
We rely heavily on a consultant firm to make adjustments or even manage the platform ourselves, and ideally I'd like to be for the aberage user to able to make changes to our dashboards ourselves.
What problems is the product solving and how is that benefiting you?
One of our biggest issues is the sheer amount of data we must process for our service events, and service cloud has given us a platform for organizing that data and routing it into actionable dashboards and reports. Our supervisors and account managers get an at-a-glance view of escalations and can act quicker to resolve issues.
Direct to solution
What do you like best about the product?
The ease of customization to really make it a personal experience while easy and quick for the agents.
What do you dislike about the product?
Amount is page layouts. Would like more control over dynamic content depending on selections
What problems is the product solving and how is that benefiting you?
Customer support
Service Cloud for Salesforce
What do you like best about the product?
Service cloud allows our agents to better serve our customers by allowing them to focus on the conversation instead of processes, taking notes, or any other tasks required of them.
What do you dislike about the product?
The biggest challenge with Service Cloud is that it is customizable to fit your needs. While this is a benefit, it is also a challenge since the options available are many.
What problems is the product solving and how is that benefiting you?
It is streamlining how our agents serve our customers. Allowing our agent to focus solely on our customer and not the tools they use provides our customers with a better experience and more interactive conversations with our agents.
Terrific Product
What do you like best about the product?
I can't imagine a service based department not using Service Cloud, especially with the ai features!
What do you dislike about the product?
The lack of support by the monthly meeting reps. They are unfamiliar with it.
What problems is the product solving and how is that benefiting you?
Organizing connection.
Service Cloud is great for email to case
What do you like best about the product?
I really like the email to case feature because it helps streamline and organize requests as I'm rolling out new features for my sales teams. It really helps me prioritize what I need to do.
What do you dislike about the product?
I honestly wish I had more time to figure out how else I can use Service Cloud for our use cases.
What problems is the product solving and how is that benefiting you?
It gives me a place to service our stakeholders and internal customers.
showing 1,501 - 1,510