Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Empowers Customer Support with Ease
What do you like best about the product?
I appreciate how Salesforce Service Cloud helps our team provide exceptional customer support, supported by its effective reporting and graphs. I find managing the platform easy, and it excels in assisting our service team through workflows, enabling them to gather the necessary fields for customer support.
What do you dislike about the product?
Sometimes the Salesforce setup for a customer-facing environment could be nicer and more customer-friendly.
What problems is the product solving and how is that benefiting you?
I find the product enhances our service capabilities, allowing the team to provide exceptional customer support with efficient workflows and comprehensive reporting tools.
I love the 360o view possibility
What do you like best about the product?
The 360o view and also the many connections possibility with other systems
What do you dislike about the product?
I know is not a Salesfoece problem but the implementarion and data connection
What problems is the product solving and how is that benefiting you?
At least to have the first contact in and the possibility to see in one view all the clients data and cases
Service Cloud For All
What do you like best about the product?
Features like, email to case, live chat, case routing , assigning rules for agents is out of the box, this really helps in pilot programs!
What do you dislike about the product?
Deploying certain configurations is a challenge
What problems is the product solving and how is that benefiting you?
Capturing customer feedback and turning it into feature set
Service in the move
What do you like best about the product?
We have used the Omni channel to engage multiple channels
What do you dislike about the product?
Not much just normal change management. The integration for enabling the multiple channel requires new interface that need to train users.
What problems is the product solving and how is that benefiting you?
We have enabled case management and using Omni channel to customize workload and balance works for users.
Service cloud review
What do you like best about the product?
Case management has lot of enhancements with AI
What do you dislike about the product?
Omni channel routing needs more customization features
What problems is the product solving and how is that benefiting you?
Knowledge articles is helpful
Service cloud is a game changer
What do you like best about the product?
Ability for both our internal users and customers to create cases. Also the ability to track progress of cases as they are worked on.
What do you dislike about the product?
Can get complicated to route cases to the right queues based on the issue type.
What problems is the product solving and how is that benefiting you?
Ability to assign and track customer issues along with tracking KPIs on resolution time.
We have been using for our internal teams and that has been great
What do you like best about the product?
Low code platform which enables developers to build features
What do you dislike about the product?
Not everything what customer needs is avaiaoble
What problems is the product solving and how is that benefiting you?
For our contact center we use Salesforce device cloud
Making service a one stop shop
What do you like best about the product?
Ability to route cases to different teams and departments. Allows the teams to work together seamlessly.
What do you dislike about the product?
Ability to assign something to a queue as well as a person at the same time doesn't exist. Also the limitation on skill based routing hurts us at times.
What problems is the product solving and how is that benefiting you?
Having everyone in one place and able to work together wasily
Service cloud for omni channel exp
What do you like best about the product?
Ability to manage email , web , phone based case management
What do you dislike about the product?
Lack of native capabilities for service delivery including project and resource management
What problems is the product solving and how is that benefiting you?
Allowing us to scale our support and service experience using multiple channels in a seem less way while reducing cost.
Service cloud is more than what meets the eye
What do you like best about the product?
- easily configurable with outofthebox tools
- endless possibility for customization
- customer 360 elevates the support experience
- endless possibility for customization
- customer 360 elevates the support experience
What do you dislike about the product?
- some missing ootb features (eg. dynamically updated case list views)
- free customer support portal with login
- free customer support portal with login
What problems is the product solving and how is that benefiting you?
Managing large volume of incoming customer requests, providing public help portal with knowledge base in multiple languages
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