Agentforce Service
Salesforce, Inc.External reviews
7,127 reviews
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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.
Great product it help us to understand our post sales customers needs
What do you like best about the product?
Great product it help us to understand our post sales customers needs
What do you dislike about the product?
Integration e other applications might be easier
What problems is the product solving and how is that benefiting you?
Visibility
Service Cloud, heaven for Agents
What do you like best about the product?
Omni Chanel and it's routing. These best thing is skills based routing
What do you dislike about the product?
Configuring the prechat form is sometimes hard.
What problems is the product solving and how is that benefiting you?
It solves service agent configuration and routing chats to agents
The Standard for a Reason
What do you like best about the product?
The out of the box functionality pushes organizations to adopt best practices for their sales pipelines. Additional customization for most use cases is cheap and easy to build.
What do you dislike about the product?
A trickle of updates that are available for custom objects but not to standard objects really go against the the design philosophy.
What problems is the product solving and how is that benefiting you?
I consider it a repository of all information relevant to to a customer, providing a true 360 view which enables agents to make good decisions.
Service cloud
What do you like best about the product?
The simplicity of handling the cases is good
What do you dislike about the product?
Sometimes the configurations are complex and can be automated
What problems is the product solving and how is that benefiting you?
Case resolution
A powerful customer service console
What do you like best about the product?
A powerful platform to capture cases from our customers and help resolving them through predefined flows for our agents to resolve.
What do you dislike about the product?
No dislikes about the product, fantastic platform.
What problems is the product solving and how is that benefiting you?
We have a structured process that allows us to resolve cases based on categories and keywords. No manual work.
Service cloud empowers users!
What do you like best about the product?
Service cloud is not incredible in the ability to create a holistic view of your customer while helping solve their needs. Service cloud allows for multichannel support where your customers need you most
What do you dislike about the product?
There's some configuration that takes time to understand. Overall it's a solid tool once setup
What problems is the product solving and how is that benefiting you?
In a contact center environment it allows for the team to meet customer needs while seeing the rest of our organizations relationship with the customer.
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