Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Service cloud User
What do you like best about the product?
Unified customer view
Case management
Automation
Self-service
Case management
Automation
Self-service
What do you dislike about the product?
Performance issues
Limited customization
Support
Limited customization
Support
What problems is the product solving and how is that benefiting you?
for resolving customer issues and resolving their queries salesforce is being used for us
Best digital engagement tool
What do you like best about the product?
Contact centers that previously used separate tools for each channel can now use Service Cloud to improve the value of the customer experience by comprehensively understanding all information on a single screen.
What do you dislike about the product?
None in particular.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
What problems is the product solving and how is that benefiting you?
Previously, customer interactions were fragmented across different channels. However, with Service Cloud, the entire history is now accessible in real time across all channels. This has led to faster resolution of customer inquiries.
Service Cloud experience
What do you like best about the product?
The ability to track all of my data in one central place.
What do you dislike about the product?
The only thing I don't like about service cloud is the email text maxes out at a certain number of characters.
What problems is the product solving and how is that benefiting you?
The ability to see how much work my team is doing and how much it takes to service our customers.
The service cloud has become more powerful with the Einstein Co-Pilot
What do you like best about the product?
It's easy to learn and anyone can use it. It has many unique features that allows user to understand the need and do their job usefully. Service cloud makes you learn about salesforce and work. With the addition of Aegentforce service SLA's can meet on time and efficently.
What do you dislike about the product?
There is nothing to dislike. I think it has not reached to so many people. I think they should reduce the bugs.
What problems is the product solving and how is that benefiting you?
It has Solution and benefit for customer engagement. It has improved the customer relationship management. It has enhanced customer service and support. It provides scalability and flexibility for work
Best in class solution
What do you like best about the product?
All the new features which are introduced with every release
What do you dislike about the product?
Recipes and up and running solutions for deployment
What problems is the product solving and how is that benefiting you?
Contact center solution for healthcare sector
Service Cloud - Customer 360
What do you like best about the product?
Using Service Cloud in the context of servicing volunteer membership and the general members of a large non-profit organization empowered the organization to put together a 360 profile for each volunteer member and general member. All interactions, pain points, communications, roles past and present, relationships between the volunteer members and the general members are maintained in a central service cloud repository. From there each action taken, each email sent or received , each call logged, each activity scheduled, each payment made, each dunning letter sent is visible and actionable either individually or in bulk. Cases and complaints could be assigned based on rules or by choice and we can immediately see who is overloaded the most, reach out to help and avoid non-profit burnout while maintaining good service levels despite limited resources. Tying all the data together allows the organization to identify points of failure, prioritize remedies and to resolve them. When membership retention and especially volunteer membership is critical to the health of the organization, Service Cloud is an essential tool.
What do you dislike about the product?
Service Cloud can become somewhat heavy given that is tracks so much connected data. When proceeding that data for reporting purposes it can be less than intuitive and care must be taken to ensure responsiveness.
What problems is the product solving and how is that benefiting you?
Allows the organization to understand their members and manage them. Ensure volunteers are trained and possess the correct skills to service members. The volume could never be handled without this system.
Best experience for your customer
What do you like best about the product?
I like how easy it is to use, how others can view cases and collaborate, being able to customise to your business needs!
What do you dislike about the product?
In our company we don't categorise and I think that is something that should be standard for cases.
What problems is the product solving and how is that benefiting you?
With knowledge articles having the ability to add them to customer cases is great! But also having customers see their cases and the status
Service cloud session at DF23 was amazing
What do you like best about the product?
The best part of service cloud is that it puts customers first by connecting them with support agents when the customer most needs assistance. Service cloud console provides a great view into the support agents work stream
What do you dislike about the product?
There is nothing I dislike about service cloud
What problems is the product solving and how is that benefiting you?
Service cloud is solving the problem of contact issue resolution
Love Service Cloud!
What do you like best about the product?
Very easy to develop and launch - low and no code solution that met all requirements
What do you dislike about the product?
There could have been more core options for email to case and integration with phone systems.
What problems is the product solving and how is that benefiting you?
Replaced home grown system for case management and contact otes
Enabling customer success
What do you like best about the product?
The service console and integration with Sales Cloud is crucial to our success
What do you dislike about the product?
I am looking forward to better bot capabilities
What problems is the product solving and how is that benefiting you?
One stop shop for our customer success
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