Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Single source of truth!
What do you like best about the product?
100% visibility on the account including sales, communications, and cases, all on the same platform.
What do you dislike about the product?
Knowledge base is an add on to the enterprise edition.
What problems is the product solving and how is that benefiting you?
We had to go to multiple systems previously and could not see the full picture on any of our accounts.
Service Cloud for Service Excellence
What do you like best about the product?
The combination of chat and knowledge is an important component that, if mastered, is unparalleled.
What do you dislike about the product?
Some of the setup and configuration is difficult to navigate. It's not super intuitive, even when using the setup flows in service cloud setup.
What problems is the product solving and how is that benefiting you?
It is a great solution for case deflection when used with knowledge. It's also very useful when self service is implemented to take pressure off of call centers.
Effective tool for org efficiency
What do you like best about the product?
It's a great tool to help get your team on the same page and working with the right data while being able to plan for the future
What do you dislike about the product?
There is a bit of a learning curve when first learning about the product
What problems is the product solving and how is that benefiting you?
Helping us get visibility on the customers that are contacting us
Product Owner
What do you like best about the product?
The ability to share case updates across teams.
What do you dislike about the product?
Cannot think of anything. Just keep pushing progress forward.
What problems is the product solving and how is that benefiting you?
Automated chat bits have help deflect new case creation.
Service Cloud helps many our clients to automate their customer service processes
What do you like best about the product?
Flexility to customize the solution to cover precisly their business needs, User-friendly UI
What do you dislike about the product?
In combinations with Experience Cloud you may encounter some unexpected limitations
What problems is the product solving and how is that benefiting you?
Self-service -time saver, guidance for Agents
All customer data in one place
What do you like best about the product?
As a Customer Success Leader, I like the way I can see details of recent interactions, cases and other custome details all in one place, before I meet with customers.
What do you dislike about the product?
Everything is customisable but sometimes it would be good to have some out of the box defaults to choose from rather than having to customise from scratch. Routing of Cases is not the best, but ISV Apps such as Distribution Engine help that!
What problems is the product solving and how is that benefiting you?
Customer 360 degree view of all interactions and cases etc. being prepared is key to delivering a great customer experience and Service Cloud helps with this. I can be ready for customer meetings much quicker.
Extremely powerful but a heavy lift and you need to have someone with a real vision leading the way
What do you like best about the product?
Always being enhanced, and support with issues and strategy is always there.
What do you dislike about the product?
Partly because of business complexities, but the lift was quite heavy to get to where we are.
What problems is the product solving and how is that benefiting you?
Ai insights helps because we can't develop dashboards for every use case.
Wow! Really good service tool..
What do you like best about the product?
Our org moved from Zendesk to Service cloud and we have improved our productivity by 10X. Deginately a best product available in market for a growing organisation.
What do you dislike about the product?
Ahh,..overall its been good for us but its cost, complexity, learning curve, integration challenges, performance/scalability concerns, and some issues with customer support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses customer support challenges by increasing efficiency, delivering a comprehensive view of each customer, automating routine tasks, and supporting multiple communication channels. As a result, it helps boost customer satisfaction, provides a competitive edge, and enables more informed decision-making through valuable data insights. Thank you.
Best Customer Service delivered
What do you like best about the product?
Easy to understand and build for any experience level. Great fearures like case management and knowledge base. Robust tool to get the customer service setup quickly.
What do you dislike about the product?
Nothing really i dislike about it. There are a lot of features and much more in app exchange so it come down to how efficienly we use it. But performance issues may occur as data increases
What problems is the product solving and how is that benefiting you?
It is a game charger when it comes to quickly address customer challeges. It has modernized and created a flexible customer support team. Drived to deliver quality customer service experience.
Automation with AI is the key to streamline customer service
What do you like best about the product?
The introduction of the use of generative AI streamlines customer service by deflecting cases and improves customer experience by providing personalized information!
What do you dislike about the product?
It hasn't gotten much attention in user community and diversity of functions not as developed as Sales Cloud.
What problems is the product solving and how is that benefiting you?
Automating some service support steps
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