Agentforce Service
Salesforce, Inc.External reviews
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Service Cloud Review
What do you like best about the product?
I love the integrative abilities for organizing customer data in chat, web, and telephony routing. The Quick Text and Knowledge Article features are ideal for complex products.
What do you dislike about the product?
More so than other Salesforce applications, I feel Service Cloud requires more plug-ins and oversight to be useful. For the non-techie, managing merge fields and macros should be more user friendly.
What problems is the product solving and how is that benefiting you?
Service Cloud gives our product engineers and customer service reps details into the customers history. It streamlined communication across departments and makes it easy to pass cases off to sales as opportunities.
Service cloud has made it easy for the support team to increase csat and efficiency
What do you like best about the product?
I love the Service Console aspect of service cloud. Service cloud has also opened new exciting products that we can use to enhance customer satisfaction. Like chat, service cloud voice
What do you dislike about the product?
Service cloud with lightning seems to be quite slow causing frustrations with agents. The console also saves the tabs user has opened up in the previous login window causing a lot of open tabs
What problems is the product solving and how is that benefiting you?
Service cloud helps keep all the relevant customer data accessible to the agents and helps in efficiently retrieving that data to satisfy customer needs. This helps in better customer satisfaction
Business Analyst
What do you like best about the product?
Central place for consolidated communication
What do you dislike about the product?
Implementation by 3rd party is not always reliable
What problems is the product solving and how is that benefiting you?
Streamline communication for case management - efficiency and building knowledge base for future use.
Easy to use and add functionality
What do you like best about the product?
Ease of use. It's easy for the team to learn how to use the tool and easy for the tech team to make changes. We have just started using service cloud voice which is embedded and it's very easy as well.
What do you dislike about the product?
Some features could use an update like reporting. I don't want to have to buy an added license to get the basic fields and objects into a report. I spend way to much time in trial and error with reporting.
What problems is the product solving and how is that benefiting you?
It is helping us solve the challenge of free text emails with missing information. We are using community to standardize requests and route them to the right agent
Service in Action
What do you like best about the product?
Salesforce Service Cloud allows my staff to focus on the heart of our company: the customers. Using automation and AI technology allows us to create a human touch with efficient customer service.
What do you dislike about the product?
I don't have any fidlkijes to date. Our company enjoys learning more about available features.
What problems is the product solving and how is that benefiting you?
This allows our customers to have access to professional support and equips them with the knowledge to help themselves.
Case management for tracking documentation
What do you like best about the product?
Cases management is in a central place. Easy to find and share records with peers
What do you dislike about the product?
Dealing with objects I don't need to use
What problems is the product solving and how is that benefiting you?
It is optimizing the way we can get information to the right people to solve the issue at hand
Difficult transition but promising future
What do you like best about the product?
The best thing about Salesforce Service Cloud for our team is the volume of incredibley clear data. We have unlocked data that we haven't had access to before and that is so vital for implementing process improvements for our team.
What do you dislike about the product?
So far, the visual appearance of the program hasn't been impressive.
What problems is the product solving and how is that benefiting you?
Our biggest problem has been a lack of comprehensive data coming from Zendesk, but now we have so much data and a lot of dashboards that provide vital information that is required to implement process improvements. Without data our engineering team won't buy in and help engineer solutions.
Service Cloud essential for contact centers
What do you like best about the product?
I love the flexibility and the powerful reporting out of the box.
What do you dislike about the product?
As just a user, you are dependent on a an administrator which could be frustrating if IT resources are thin.
What problems is the product solving and how is that benefiting you?
Allowing us to capture valuable customer feedback that has led to product improvements.
Offers us the ability to automate and scale aswell as leverage innovation from those that do it best
What do you like best about the product?
Being connected into a powerful network and community. Automation and scaling potential
What do you dislike about the product?
It's an expensive tool so continually keeping on top of ROI and ensuring we use in the best way. Being challenged on cost
What problems is the product solving and how is that benefiting you?
Case management & telephony
Service Cloud is top notch!
What do you like best about the product?
Our company loves Service Cloud Omni-channel routing, separate support processes for case status options, great reporting options. We previously utilized a competitor that was really only service focused and what we love about service cloud is the seamless communication and visualization with other Salesforce Clouds. It allows our Sales teams, Development and product teams, and even Marketing to cohabitate with our Customer Service and Client Services teams.
What do you dislike about the product?
While not a huge dislike, I am excited to see additional advancements to Omni-Channel routing, easier troubleshooting, and implementation options. It is a large part of our Service side of the business and additional metrics, AI options and everything can only make it that much better!
What problems is the product solving and how is that benefiting you?
Unifying our departments, providing real-time reporting and survey generation. Allowing business executives to feel as if they have a pulse on case flows, case escalation, increasing case volumes with possible product deployment issues, data integrity and breaking down the silos between Sales and Service.
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