Agentforce Service
Salesforce, Inc.External reviews
7,032 reviews
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Complex with so many features
What do you like best about the product?
Variety of functions with flexibility and many options
What do you dislike about the product?
Too many clicks and complex. Wish it can be less clicks
What problems is the product solving and how is that benefiting you?
Automation is a big help with service cloud.
Solid product
What do you like best about the product?
Well thought out, mature product offered by Salesforce.
What do you dislike about the product?
We are currently implementing Service Cloud now, so too early to say.
What problems is the product solving and how is that benefiting you?
Central place to enter in contacts and cases
Great help to manage cases
What do you like best about the product?
It helps us manage cases, get better customer satisfaction and better retain customers
What do you dislike about the product?
It requires some level of training to make it work out for the team but it indeed helps us
What problems is the product solving and how is that benefiting you?
In general it is got us to manage everything about service in one place. We don't have to navigate here and there to get information anymore. Agents are able to get what they need faster and it improves our support team's efficiency
Service Cloud transparency
What do you like best about the product?
Service Cloud is a great tool to bring to get her everything about your customer without the need to useless multiple tools. This leads to better customer interactions.
What do you dislike about the product?
There is so much available with Service Cloud knowing what pieces are best and realizing there may be a better co figuration sometimes takes some effort. This is getting better.
What problems is the product solving and how is that benefiting you?
Service Cloud is solving agent frustration by reducing the number of tools the agent needs. This gives them what they need faster and improved the customer experience.
Great tool
What do you like best about the product?
Service Cloud seems like a useful tool for our organization. Consolidation of information would allow for better customer service
What do you dislike about the product?
I don't know of a downside in using Service Cloud
What problems is the product solving and how is that benefiting you?
Growing our knowledge base articles for chat bot
Very intuitive
What do you like best about the product?
Native updates, usablility. Also like the generative approach
What do you dislike about the product?
Cost is too high and needs to be more competitive
What problems is the product solving and how is that benefiting you?
Solve for agent deflection
Remote customer supporr
What do you like best about the product?
Being able to suppport customers remotely from call centers using chat, voice calls, bots
What do you dislike about the product?
Some features missing with integrations and different objects for messaging sessions and text messages
What problems is the product solving and how is that benefiting you?
Helping customers remotely, support during non business hours
Service cloud user in fintech
What do you like best about the product?
Ease of use for our service agents, applicable use cases in AI and GenAI that serve our specific needs of productivity and scalability.
What do you dislike about the product?
Still need custom development for connecting to our customer account data. Data storage is expensive.
What problems is the product solving and how is that benefiting you?
Guided workflows for agents that are easy to use. Possibility of lots of declarative work so it's easy to maintain.
Great CRM, using Service Cloud since 2011
What do you like best about the product?
We started with Salesforce already in 2011.
Platform might look overwhelming, we wanted from the start a platform that could scale no matter which business ideas would come our path, whatever consumer trent / market change.
We wanted to have connected departments able to service our customers with all the insights (having that single customer view) we have around and be able to advice accordingly.
At Bencom we always think at the long run. We decided to go for SF because even if it is about spending few k’s more to avoid headache, hidden cost of change, migration, purchasing multiple systems and maintaining multiple systems.
Platform might look overwhelming, we wanted from the start a platform that could scale no matter which business ideas would come our path, whatever consumer trent / market change.
We wanted to have connected departments able to service our customers with all the insights (having that single customer view) we have around and be able to advice accordingly.
At Bencom we always think at the long run. We decided to go for SF because even if it is about spending few k’s more to avoid headache, hidden cost of change, migration, purchasing multiple systems and maintaining multiple systems.
What do you dislike about the product?
Platform might be overwhelming to start with. Often you think when is the right time to go to Salesforce? Am I too small, is SF too big? Maybe we should wait another year?
What problems is the product solving and how is that benefiting you?
All phone calls routed through Salesforce = clear overview of customer same for email/chat = 360 view
Service reps now only need 1 view, which saves time rather than multiple screens/platforms
Service reps now only need 1 view, which saves time rather than multiple screens/platforms
Powerful platform!
What do you like best about the product?
Ability to configure the platform to meet our needs.
What do you dislike about the product?
Could use some more out of the box reports.
What problems is the product solving and how is that benefiting you?
Tracking cases and communication with customers.
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