Agentforce Service
Salesforce, Inc.External reviews
7,127 reviews
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Ease of use and great use cases for customers
What do you like best about the product?
Service cloud is easy to configure and has all features a company might need to support its customers. Integrations with existing systems is easy and can be done seamlessly
What do you dislike about the product?
Some older legacy systems need more customization
What problems is the product solving and how is that benefiting you?
Compiling customer data and allowing agents to assist quickly
Service Cloud is THE Service Tool
What do you like best about the product?
The flexibility to work for multiple different teams in different ways without interfering in their workflows.
What do you dislike about the product?
Can be cumbersome for admins on the backend
What problems is the product solving and how is that benefiting you?
We need a central support tool to help multuiple teams come together in one place for executive reporting and better ease of use for agents.
Service
What do you like best about the product?
Case management , chat bots, case routing
What do you dislike about the product?
Queues latency , assigning to users.....
What problems is the product solving and how is that benefiting you?
Customer
Great configurable scalable platform
What do you like best about the product?
The ability to manage your end to end customer support processes in one platform. The fact that you can use multiple emails to funnel to one case management tool.
What do you dislike about the product?
There are some automation opportunities that can be implemented by default including features to mimimize duplicative cases/accounts.
What problems is the product solving and how is that benefiting you?
The ability to pull chat with customers and live support. Being able to route cases from one group to another (for tiered support models/escalation)
Remote work order assignment is great too!
Remote work order assignment is great too!
Service Cloud is great
What do you like best about the product?
Our team uses service cloud to manage cases for our program team. The approval processes and stage profession is very helpful.
What do you dislike about the product?
There are a lot of features that we haven't found use of just yet.
What problems is the product solving and how is that benefiting you?
It's helping us organize and track metrics related to our casework
Product manager
What do you like best about the product?
Automation: Automated case routing and other tools can help direct customer questions to the right person faster.
What do you dislike about the product?
There is nothing that I dislike about service cloud.
What problems is the product solving and how is that benefiting you?
It is helping members amd custome care advocates. We are able to serve our customers
Service cloud has been an integral part of solving many business problems
What do you like best about the product?
Service clouds flexibility is amazing. Service cloud allows for customization
What do you dislike about the product?
It can be a bit complex and difficult to navigate as a new admin.
What problems is the product solving and how is that benefiting you?
Managing customer queations
Good job
What do you like best about the product?
The customization ability that is available
What do you dislike about the product?
Reporting limitations that the platform has
What problems is the product solving and how is that benefiting you?
Workload management
Absolute Success
What do you like best about the product?
Salesforce Service Cloud excels in integrating customer data from multiple sources to provide a comprehensive view, enabling personalized and efficient service. Its automation and analytics features further enhance case management and performance tracking.
What do you dislike about the product?
Salesforce Service Cloud can be complex and require significant time and resources for implementation and customization.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems related to fragmented customer data and inefficient support processes by centralizing information and automating workflows, which enhances service quality and operational efficiency.
Great nonprofit with expandability and lots of features for nonprofits
What do you like best about the product?
The customizability of the case functions as well asadd-ons that can be added or not depending on your needs
What do you dislike about the product?
I wish the licensing were just part of the sales cloud license instead of an add-on
What problems is the product solving and how is that benefiting you?
Enabling nonprofits to service their constituents faster.
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