Agentforce Service
Salesforce, Inc.External reviews
7,032 reviews
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External reviews are not included in the AWS star rating for the product.
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
Love the product for my clients
What do you like best about the product?
Case management which is very important for handling our clients complaints
What do you dislike about the product?
Still lot more features can be part of case management
What problems is the product solving and how is that benefiting you?
Yeah, our clients are able to submit and view and close it effectively
Helped us solving customer service problems
What do you like best about the product?
Salesforce Service Cloud offers great features to solve the customer servicing challenges. The entitlements & milestones to ensure customer is getting best services on time.
What do you dislike about the product?
Service Cloud doesn't provide the Einstein & chatbot facilities out of the box. These needs to be procured as separate licenses. It would help if these can be part of service Cloud licenses.
What problems is the product solving and how is that benefiting you?
The business problems of customer servicing in effective manner and the customer self service using Heroku which is helping for quick resolutions of customer requests and complaints.
Streamlined and efficient
What do you like best about the product?
It allows for our services team to be efficient and successful. It is easy to manage processes and we are able to integrate with other tools when required
What do you dislike about the product?
configuration and customization required to meet business needs
What problems is the product solving and how is that benefiting you?
Case management, meeting SLAs, high NPI score. Very efficient and easy to track case history and agent workloads using mini channel
Service cloud review
What do you like best about the product?
Ability to be demonstrate accountability and transparency within servicing actions
What do you dislike about the product?
The solution is working well for us and no issues at this time
What problems is the product solving and how is that benefiting you?
Creating Connectivity between end users and service org
Great User Experience and Reporting
What do you like best about the product?
Works well for our nonprofit organization where we can easily track our donors and then track everything via reporting.
What do you dislike about the product?
I haven't experienced any down sides to using this far.
What problems is the product solving and how is that benefiting you?
The reporting and dashboards has been a game changer for our organization, particularly related to our board meetings
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