Agentforce Service
Salesforce, Inc.External reviews
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Service Cloud Review
What do you like best about the product?
Customization and consolidation of data through multiple channels
What do you dislike about the product?
In a large production org like nCino's, large amounts of data and can lead to 'occasional' longer load times.
What problems is the product solving and how is that benefiting you?
Streamlining Service related tasks using AI, custom apps and flows, drive User efficiency
The excellence of Service Cloud.
What do you like best about the product?
The service cloud has enabled us to unify and simplify our case management processes across various departments. Along with improved data visibility, we have also lowered support costs through case deflection.
What do you dislike about the product?
The licensing model does not easily support use for internal customers in a cost-effective way.
What problems is the product solving and how is that benefiting you?
Bringing together case management and knowledge.
An easy solution for mitigating issues!
What do you like best about the product?
There's such a plethora of ways to get agents notified to ensure happy customers and quick turnaround
What do you dislike about the product?
Nothing yet, so far we've had great success
What problems is the product solving and how is that benefiting you?
With so many ways to get support, it's made it easy for our agents to solve issues quickly with autonomy
Very effective
What do you like best about the product?
Learning from the panel their use cases was very helpful.
What do you dislike about the product?
Nothing, I thought the session was very well done.
What problems is the product solving and how is that benefiting you?
We are having trouble getting adoption and trust.
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.
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