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.
Service Cloud is great for enterprises
What do you like best about the product?
They are pushing the boundaries on how we can provide support. With Ai and Gen Ai we are going to see so many new possibilities and new team structures. It's going to be a wild wide.
What do you dislike about the product?
It is definitely tougher to build out due to the level of customization you can have.
What problems is the product solving and how is that benefiting you?
They're enabling us to automate via ai and easily implement GenAi.
Service Cloud Great addition to the Salesforce Products portofolio
What do you like best about the product?
Takes out any Integration issues and having all in one solution makes it a great addition.
What do you dislike about the product?
So far there are no things that I dislike. Will continue testing it out and update if necessary.
What problems is the product solving and how is that benefiting you?
Overal performance improvement .
Service cloud
What do you like best about the product?
Omni channel usage and knowledge base usage
What do you dislike about the product?
Connecting existing service portal to service cloud, no additional customizations for live agent
What problems is the product solving and how is that benefiting you?
Case management and knowledge articles
Using Service Cloud for different types of customers
What do you like best about the product?
My favorite part about service cloud is the integration with experience cloud. The ability to use them for different customer types and customizing it across consoles.
What do you dislike about the product?
My least favorite part is as you continue to customize it, you lose certain OOB components.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us to bring in many different types of cases and routing them to the correct place.
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.
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