With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery. They can also know whether our inventory is available.
Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great unified experience!
What do you like best about the product?
I can handle various tasks such as live chat support, managing the team's queue, and creating reports, all within the same interface.
What do you dislike about the product?
The knowledge base interface is a little limited, but maybe that is because of the features the admin is putting in.
What problems is the product solving and how is that benefiting you?
Salesforce helps me consolidate all my tools onto one platform, allowing me to perform all necessary tasks as an agent and supervisor.
Salesforce Service Cloud is well built platform for the Support process of a service Industry
What do you like best about the product?
Salesforce Service cloud have many features few of them what i liked are Email to case, web to case, business hours,service settings for cases, easy to build automations with flow's for service process like case assignment to queue,automatic responses, scheduling of business hours, rep's skill besed routing ,Live agent and many more.
What do you dislike about the product?
In few Modules customization needed for automating the service process,It has basic reporting and dashboards but For well reporting again we need additonal tool licence needs.
What problems is the product solving and how is that benefiting you?
From Creatingthe cases and assigning to the right skilled person and solving on time with SLA and Suggestion based attaching the right KB articles helped us in our projects, also it have many other features to implement for customer service centric solutions.
Provides customers with end-to-end visibility from inquiry to delivery
What is most valuable?
What needs improvement?
The solution's integration with the main ERP is a little cumbersome. We need to spend a lot of time developing the interface. Salesforce needs to come up with some solutions that small companies can also afford.
For how long have I used the solution?
I have been using Salesforce Service Cloud for eight months.
What do I think about the stability of the solution?
I rate the solution’s stability a nine out of ten.
What do I think about the scalability of the solution?
Our clients for Salesforce Service Cloud are usually enterprise businesses.
I rate the solution a nine out of ten for scalability.
How are customer service and support?
Sometimes, the technical support team takes time to respond to our queries.
How was the initial setup?
The solution's deployment takes around two to three months for our business. However, it is a ready-made solution that you can implement in a month.
On a scale from one to ten, where one is difficult and ten is easy, I rate the solution's initial setup a six out of ten.
What was our ROI?
We have seen a return on investment in terms of cost savings, operational efficiency, and time savings with the solution.
What's my experience with pricing, setup cost, and licensing?
Only enterprise businesses can afford the solution, and small companies cannot afford it.
On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten.
What other advice do I have?
Overall, I rate the solution ten out of ten.
Achieve Excellence in customer support with salesforce service cloud
What do you like best about the product?
Salesforce offers Einstein AI powered insights and recommendations.It help to our agents resolve cases faster and improve customer satisfaction.
What do you dislike about the product?
Offline capabilities are limited, which is a disadvantage for agents who require access without an internet connection.
What problems is the product solving and how is that benefiting you?
It automates all case routing and prioritization and resulting in faster replies to our customer requests forhigher satisfaction levels.
The best software with a user friendly UX.
What do you like best about the product?
Userfriendly ux. Fast customer service, fast data pulling.
What do you dislike about the product?
Sometimes the software hangs and the solution takes a lot of time to come
What problems is the product solving and how is that benefiting you?
The service is getting quicker day by day.
Love Salesforce's support team, facilities, and services
What is our primary use case?
We mainly use it for a CRM platform. We use Salesforce Service Cloud as a CRM.
What is most valuable?
We love Salesforce's support team, facilities, and services. Overall, the experience has been very good, and the team provided us with over six months of personal support.
A Salesforce support person was there for us, and they supported us for free. So, we blindly trust them. Based on my personal experience, it is a better option.
What needs improvement?
I would like to add some bot features. The bot feature is like an AI email response that I would like to add for easy and simple queries.
For example, if someone inquires about the breakdown of a price for a particular coding course, I would like to add a bot or AI function to automatically reply to those queries. So, I would like to have that automation tool for simple queries.
For how long have I used the solution?
I have been using Salesforce for eight months.
What do I think about the stability of the solution?
If we find any glitches, which might happen once every few months, we directly email the support team, and they resolve everything very quickly.
We might see a glitch every two or three months then. It might happen, but most of the time, it works very smoothly and fine.
What do I think about the scalability of the solution?
There's the sales team, the operations team, the quality team, the fraud analysis team... Every department and the entire company uses Salesforce.
How are customer service and support?
We are very happy with the support team from Salesforce. That's why we like their services.
Which solution did I use previously and why did I switch?
I used Zendesk. Then, after cost-cutting, we started using Salesforce.
Salesforce is very cost-effective. That is the major reason. From my personal point of view, Salesforce integrates with Microsoft Excel. In Zendesk, we had to create manual reports, like associate login reports and data reports on how many tickets were solved.
Salesforce has an integrated Excel feature, so there's no need to download or create reports. Everything is integrated, and the report is shown on the dashboard. The biggest reason, however, is that Salesforce is more cost-effective than Zendesk.
So, we weren't set to choose Salesforce, and looked at other options.
How was the initial setup?
The initial setup is very easy. It's user-friendly.
What other advice do I have?
I would suggest others to discuss with the sales support team and share your requirements and what type of CRM you want. They will guide you better according to your necessity.
From my point of view, I'm very happy with it. It is easy for a beginner to learn to use this tool for the first time.
There's no other way to think about the service. I would rate it ten out of ten.
Excellent for organisations looking for omnichannel support to customers
What do you like best about the product?
Omnichannle engagement, easy managment of SLA's, and really looking forward to agentforce, using it for contact centre and service operations will be amazing
What do you dislike about the product?
there is nothing in particular thats i dislike but would like more work to be done on voice analytics ivr etc without depending on partners
What problems is the product solving and how is that benefiting you?
Self-service, automation, AI, mult-channle support, conversational support, case management , risk management , authorisation
It was a great experience by using the app
What do you like best about the product?
Data indicates that salesforce is the most efficient and effective
What do you dislike about the product?
It takes little slow when it goes for long data runs
What problems is the product solving and how is that benefiting you?
It is solving its service experience, enhancing customer engagement. It benefiting personalised and efficient support to our customer services
I am a Senior Business Analyst that has minor experience with Salesforce
What do you like best about the product?
The most helpful feature in Salesforce is its comprehensive CRM capabilities, which enable efficient customer relationship management through detailed data tracking, automation, and robust analytics.
What do you dislike about the product?
One weakness in Salesforce is its complexity, which can lead to a steep learning curve and the need for extensive user training and customization to fully leverage its capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of fragmented customer service processes by providing a unified platform for managing customer interactions, leading to improved response times, enhanced customer satisfaction, and streamlined support operations.
businesses can improve their operations, reduce costs, enhance security, and innovate more rapidly
What do you like best about the product?
Cost Efficiency, Scalability, Flexibility, Accessibility, Security
What do you dislike about the product?
Data Management Challenges, Cost Overruns, Security and Privacy Concerns
What problems is the product solving and how is that benefiting you?
Fragmented Customer Interactions, Inefficient Case Management, Limited Agent Productivity
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