Agentforce Service
Salesforce, Inc.External reviews
7,031 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Service Cloud review
What do you like best about the product?
Case management that stores all cases and responses in a single place that is easy to use
What do you dislike about the product?
The channels such as third party phone can be complicated to use
What problems is the product solving and how is that benefiting you?
Searching for knowledge article to resolve cases.
Service Cloud provides an extremely efficient user interface
What do you like best about the product?
Agent productivity and user interface, automation
What do you dislike about the product?
Lack of ERP integration , translation capabilities
What problems is the product solving and how is that benefiting you?
Reduce the cost to serve, increase productivity
Helps us serve customers
What do you like best about the product?
It helps us provider service for our customers, I am really excited to see service intelligence when it comes out.
What do you dislike about the product?
A lot of the features are really aimed toward high volume service centers versus low volume white glove service, would love to see some enhancements for those customers.
What problems is the product solving and how is that benefiting you?
It helps us provide a ticketing and enhancement service in our client portal.
Using cases for service
What do you like best about the product?
The overview of having cases within Salesforce
What do you dislike about the product?
There is nothing really. It is so helpfull for our employees and customers
What problems is the product solving and how is that benefiting you?
Getting good overview of cases.
Service cloud voice for customers
What do you like best about the product?
We use service cloud all feature feom chat bots, email cases, scv. Its great to have all channels of communication with articles presented to agenda
What do you dislike about the product?
Sync issue between aws and omni is still not up to mark
What problems is the product solving and how is that benefiting you?
Faters responses, great kpi charts
Case Management
What do you like best about the product?
Case management, having all information in one location
What do you dislike about the product?
Some standard functionality needs improvements
What problems is the product solving and how is that benefiting you?
Ability to have all information in one location
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