Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Salesforce Service Cloud for Healthcare
What do you like best about the product?
I really appreciated the ease of not just service cloud, but Salesforce in general. As someone who used it for the first time in a healthcare setting for patients, I loved the ability to easily track their information as well as their journey through the program we used at the time. I also truly loved the ability to have a patients account and information pull up as they are calling which is a true lifesaver when you are dealing with a large volume of patients/ accounts. I also loved the confetti feature when a patient had reached then end our their journey through the program as well. It gave a fun sense of accomplishment. Due to my experience using salesforce for this position for the first time,I have chosen to continue to learn more and make it a longterm journey.
What do you dislike about the product?
In all honestly, I cannot pinpoint any major issues with service cloud specifically as it seemed to meet all the needs of our program, and things seemed to run efficiently for the most part.
What problems is the product solving and how is that benefiting you?
As mentioned previously the option to have a patients information and account pull up when they call was a huge help for me and solves a very big problem with a seemingly simple solution. I have worked in positions where there was a large volume of clients/accounts and no way of knowing whom was calling to ask about the status of their items I was working on. This can be stressful especially to someone who trying to hit the ground running in learning how to do their job, knowing a provider/patient can call at anytime and not being able to have their information on hand when you need it. With the integration of the phone app, the data is all there when you need it which was a game changer.
Best all-around solution for Customer Service needs in a CRM
What do you like best about the product?
The level of depth that you can get with Salesforce Service Cloud is second to none. The ability to create, track, and measure seemingly countless metrics and custom fields/objects is a feature that our team has fallen in love with, and we feel like we simply can't do out business without being able to measure our Customer Service metrics like we are now.
What do you dislike about the product?
The only downside that our team had at first was how "big" it felt compared to other solutions. It seemed overwhelming at times with just how much information there was, but the more time we spent educating our team members on the features and functions of Service Cloud, those fears went away.
What problems is the product solving and how is that benefiting you?
Our biggest Customer Service issue in the past was being able to see a historical view of a customer's needs while assisting them. Knowing the history of what a customer has requested help for in the past was a large missing component in all of the other solutions that we utilized, and with Service Cloud we can get the 'bigger picture' of a customer's profile with us to help make Customer Service 'easy'.
One stop shop
What do you like best about the product?
Salesforce Service Cloud is a comprehensive platform that offers a one-stop-shop for customer service needs. I love the flexibility and that it integrated with my other platforms.
What do you dislike about the product?
The interface can be challenging and a bit outdated but I know changes are coming!
What problems is the product solving and how is that benefiting you?
We use service cloud to receive cases. This insight is helpful to know how we're doing and also great for the customer to be able to contact us.
User-friendly
What do you like best about the product?
User-Friendly Interface: The interface of Salesforce Service Cloud is incredibly intuitive and user-friendly. It's easy to use and makes it easy to access and manage customer information efficiently.
What do you dislike about the product?
Salesforce Service Cloud is quite expensive. Offering more flexible pricing plans would be great!
What problems is the product solving and how is that benefiting you?
We're working through all the new AI capabilities, we're looking to enhance the customer experience.
Service Cloud Makes Customer Success Simple
What do you like best about the product?
Service cloud allows us to prioritize customer service and success through a variety of customizable case types. Leveraging all of our customer data in Salesforce, we can use service cloud to understand and respond to customer concerns. Powerful reporting also allow internal teams to measure success and drive toward better customer support.
What do you dislike about the product?
It can be complex to understand situations that require customization versus using out of the box functionality.
What problems is the product solving and how is that benefiting you?
We are able to support customers with expedited existing orders, order cancellations, and disputes with shipped orders. We use case management through Salesforce to keep track of these customer interactions.
Great product!
What do you like best about the product?
This platform is easy to use and highly effective. There are also many AppExchange solutions available for integration, which adds to its versatility.
What do you dislike about the product?
Salesforce isn't exactly inexpensive, but once you become familiar with how to use it, the price feels justified.
What problems is the product solving and how is that benefiting you?
Automizing workflow for a call centre
Service cloud saves so much time
What do you like best about the product?
Allows our CS team to work more complex problems and creates efficiency
What do you dislike about the product?
There isn't anything I can think of that I dislike
What problems is the product solving and how is that benefiting you?
Cuts down on the tons of emails our CS was getting daily
Great
What do you like best about the product?
Everything is in Salesforce! I have all my relevant cases for my customers right at my fingertips.
What do you dislike about the product?
There are some issues with the emails coming over, like cutting off text for long emails, if customers include an excel grid in their email it doesn't look good. Things like that.
What problems is the product solving and how is that benefiting you?
Order entry, self service in quality and technical documents, order tracking
Service cloud and AI
What do you like best about the product?
All the amazing functionalities and now the enablement of AI makes it amazing and super useful.
What do you dislike about the product?
Nothing. It's perfect and so user friendly that at this moment it feels accomplished.
What problems is the product solving and how is that benefiting you?
Live chat
Help desk
Contact center
Help desk
Contact center
Service Cloud Rocks
What do you like best about the product?
Having a 360 degree view of who customers are.
What do you dislike about the product?
Speed to enhancements has slowed since maturity.
What problems is the product solving and how is that benefiting you?
Organizing our fustomers and tracking service requests.
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