Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Service Cloud for the Service Team
What do you like best about the product?
Service Cloud rolls all your service team needs into one product. Being able to organize your service tickets for easy reporting and analytics. Both Agent & Management friendly.
What do you dislike about the product?
When you have multiple service teams that need to use Service Cloud, it can be more difficult to deferientiate that in the user interface. It would be nice to have better/easier way to keep business needs separate.
What problems is the product solving and how is that benefiting you?
Service Cloud is helping our agents stay organized and our managers be able to do accurate reporting on how our service teams are performing.
Smooth Case Management Experience
What do you like best about the product?
Organized case routing based on rep skills and bandwidth
What do you dislike about the product?
Entitlements and Milestones can be difficult to work with sometimes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us to manage our cases efficiently by automatically routing them to the best team
Rely on the 350 view
What do you like best about the product?
Connects me to the 360 view of the customer so I can serve them in a more knowledgeable and efficient manner. I can acknowledge their wholistic relationship with my organization and communicate cross depaetmentally to resolve their issue.
What do you dislike about the product?
Challenge of reporting on service call statistics
What problems is the product solving and how is that benefiting you?
Issues with product orders and questions about training events.
Knowledge is a foundation for AI
What do you like best about the product?
Knowledge is captured through the enterprise in one location.
What do you dislike about the product?
Knowledge contribution license model based on a central KM team model and not KCS.
What problems is the product solving and how is that benefiting you?
Centralized repository enabling a knowledge sharing community.
Service done right
What do you like best about the product?
My customer support team has one place to go to get all customer information needed to assess our customer needs.
What do you dislike about the product?
It's a bit costly as a per user per month.
What problems is the product solving and how is that benefiting you?
We couple it with community and customers can self help.
Service Cloud Wins
What do you like best about the product?
We've been able to use service cloud to improve our support ticketing via case management. We've also partnered with our growth and development team to build out our knowledge base to have a one stop training shop for our users.
What do you dislike about the product?
Cases can be a bit limited when you really start to dig into them. Dude to carry over from classic, there is confusing redundancy that doesn't work rain LEX.
What problems is the product solving and how is that benefiting you?
It's helped us bring our Ticket management and knowledge bases into singular systems of truth.
Service Cloud Feedback
What do you like best about the product?
Centralized system yo manage all our users concerns and issues
What do you dislike about the product?
Nothing I can think of at this time missing
What problems is the product solving and how is that benefiting you?
Keeping communications around an issue tied together for better support and training
AI on service cloud unlocks our agents
What do you like best about the product?
The ability to use one pane of glass to intercept, manage and engage the customer was already best in class. The ability to use AI to suggest activities and interpret customer sentiment is next level
What do you dislike about the product?
Ux could be stronger - although the capability is great, some of the limitations around the product include the ux / cx and the interaction with telephony systems
What problems is the product solving and how is that benefiting you?
Customer contact management
Straightforward case mamagement
What do you like best about the product?
It has a UI that facilitates case worker's jobs, keeping useful information at hand. The platform let's us extend its functionality beyond the standard product to meet our needs.
What do you dislike about the product?
Training our case worker's to adopt all the new features can be overwhelming at times.
What problems is the product solving and how is that benefiting you?
It is helping us keep track and manage cases, and maintain good communications with our customers, all in Salesforce.
Service Cloud -Making our customer experience better everyday
What do you like best about the product?
The way service cloud connects and shows the 360 picture of the customer with our Sales and Marketing cloud data
What do you dislike about the product?
We would like to have more insurance specific features
What problems is the product solving and how is that benefiting you?
It is helping to improve our customer experience and efficiency
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