Agentforce Service
Salesforce, Inc.External reviews
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SalesForce Service Cloud review
What do you like best about the product?
Salesforce Service Cloud elevate customer service and maximize productivity, resolve tickets/cases faster which makes our people happy.
What do you dislike about the product?
I can't think of any right now.
I like using it
I like using it
What problems is the product solving and how is that benefiting you?
Tech support
Customer satisfaction
What do you like best about the product?
Customer adaptability and able to sync with processes where revenue is the key factor for business growth. implementing the CTI with the cloud was challanging but worth spending the time and efforts
What do you dislike about the product?
Ligthning piece slows it down at time and third party apps are not fully compatible while switching between classic to lightning. Or vice versa for development asks
What problems is the product solving and how is that benefiting you?
Service management, call management and distribution and territorial management for a user group varies from 15 to 500 based in different timezones.
Customer view at your finger tips
What do you like best about the product?
Relating cases and issue with accounts so the knowledge can be shared across the company with service and account managers.
What do you dislike about the product?
Lack of robust reporting. The business often requests reports around cases and historical queue ownership which are difficult to provide.
What problems is the product solving and how is that benefiting you?
Case deflection with delft service knowledge articles and lower AHT with out-of-the-box automations.
Review for service cloud
What do you like best about the product?
It is user friendly and intuitive. Cases are processed and routed to departments seamlessly
What do you dislike about the product?
It is not an easy task currently to interface with other systems like updating records in another produce
What problems is the product solving and how is that benefiting you?
It is one central place where customers can get help or highlight issues to the agency
Service Cloud
What do you like best about the product?
email to case response feature which comes OOB
What do you dislike about the product?
UI is not great and intuitive as other tools
What problems is the product solving and how is that benefiting you?
It's helping us to solve the problems of our external and internal customers
Product Owner
What do you like best about the product?
Ability to help,support and deliver excellent customer service
What do you dislike about the product?
Needs more automation at times to achieve goal.
What problems is the product solving and how is that benefiting you?
To help patient access insurance
Service center
What do you like best about the product?
The Console display and case management.
Manage all the channels in one display
Manage all the channels in one display
What do you dislike about the product?
Hard to find the good products to cover all requirements and avoid cost explosion
What problems is the product solving and how is that benefiting you?
Easy and friendly tool.
Simplify adoption and help productivity of the agents
Simplify adoption and help productivity of the agents
It just works
What do you like best about the product?
I think the most helpful part is that out of the box it works great. It is also easy to add the customization you need.
What do you dislike about the product?
The least helpful thing out service cloud is that it just has so many l add ons that it can be a lot to understand
What problems is the product solving and how is that benefiting you?
We used service cloud to help reduce service time for our clients. With the automation we were able to make response time much better
Long term investment but a very good investment
What do you like best about the product?
I like the many possibilities that we have in the Salesforce. We can personalize all the plataform for our necessities.
What do you dislike about the product?
Isn't easy and you need a team for implantation all the ideas.
What problems is the product solving and how is that benefiting you?
It possibilities increase the productivity of our team and reduce de time of registration. Another thing is the follow de main KPI’s in real time and the possibility to use this insights to promove a better service. Beside that, Salesforce is a flexible plataform and it’s possible integrate that in another systems making possible reduce the amount of diferents tabs ou systems that our analysts use in their attendance
Excellent product
What do you like best about the product?
Case management is very effective and knowledge management is fantastic
What do you dislike about the product?
Salesforce Service Cloud's cost may be too expensive for some users, especially smaller organizations. Additionally, despite the platform's intricacy and extensive range of capabilities, certain users may need to go through a learning curve.
What problems is the product solving and how is that benefiting you?
Case management which is working out very well
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