Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Case management par excellence
What do you like best about the product?
The flexibility in terms of depicting complex customer support scenarios is what's standing out most to me.
What do you dislike about the product?
Email handling could be improved as composing outbound and reviewing inbound communication is a pain.
What problems is the product solving and how is that benefiting you?
Automations and 360 degree view are imperative to me to improve customer support.
Service cloud helped us streamline our customer journey.
What do you like best about the product?
Having customer case information in the same place as their account and purchasing information has helped give better insight into the customer journey both on the sales and the support side.
What do you dislike about the product?
We like having the customer discussion boards, but being able to have the same discussion boards across multiple experience sites would help make things more cohesive for our partners and customer.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us bring customer support and our customer success teams into one platform, allowing for better communication and collaboration across the departments.
For your call center and more
What do you like best about the product?
We use service cloud to handle external cases from the call center as well as internal cases between our sales and service organizations. Works well for both.
What do you dislike about the product?
Complex configurations are, well, sometimes complex!
What problems is the product solving and how is that benefiting you?
It is the entry point for complaints and service requests for our field service repair business.
Service Excellence in Practice
What do you like best about the product?
A great way to manage your workload and provide agents with a great user experience and automate things to get things done faster and smarter. Powered with AI to make predicitions too.
What do you dislike about the product?
There is a lot of different terminology to learn and additional add on products that can be difficult to navigate to understand what you need depend on your use case or business process
What problems is the product solving and how is that benefiting you?
It's a great way to act as a incoming channel for issues raised via different platforms and methods. You can power this up with a Help Centre so customers can answer their own quesitons and leverage AI Bots too
Excellent Product for Contact Centre
What do you like best about the product?
I like that service cloud provides real-time service with live chat the minute a customer lands on your website.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
What do you dislike about the product?
It can be difficult to navigate for new users since there's so much functionality. There is however great documentation and training
What problems is the product solving and how is that benefiting you?
Keep record of every interaction and allows.us to customize every customer interaction. Case escalation is also another benefit.
Great system
What do you like best about the product?
So much flexibility in the system. Able to manipulate data
What do you dislike about the product?
There are several areas especially in Knowledge where there are opportunities to be more flexible
What problems is the product solving and how is that benefiting you?
Full view of customer data no matter who they contact us
Service cloud rocks!
What do you like best about the product?
Ease of use/ point and click/ Admin got lot of power in creating assignment rules , configuring reports and lot of cool stuff
What do you dislike about the product?
I don't see any dislikes about service cloud
What problems is the product solving and how is that benefiting you?
Case logging and CTI
Optimize your customer attention with Service Cloud
What do you like best about the product?
Great for case management, let you to track an take action in a timely manner
What do you dislike about the product?
I don't see any, it is easy to adapt it to your particular context
What problems is the product solving and how is that benefiting you?
Customer service automation, tracking, SLA follow up
Service cloud for customer satisfaction and experience
What do you like best about the product?
Features like case management and entitlement, omnicgabel
What do you dislike about the product?
Email to case limitations and sms limitations
What problems is the product solving and how is that benefiting you?
Faster resolution and customer satisfaction through automation and tools
Customer service satisfaction booster
What do you like best about the product?
Service cloud has played a big role in improving customer service satisfactionby providing features like case management, omnichanel, entitlements and knowledge base.
What do you dislike about the product?
Email to case limitations and sms governance limits
What problems is the product solving and how is that benefiting you?
It is providing our client services team the power to resolve customer issues and provide them with tools like case management which help them improve customer satisfaction.
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