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.
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
Very powerful platform for Service Automation
What do you like best about the product?
Service cloud is super customizable. You can get by with out of the box features like case management and assignment, or if your business processes are more complex, you can go into custom development to manage service
What do you dislike about the product?
Sometimes a feature works at a basic level, but there might be some limitations that will require you to go down a custom route. There are also lots of ways to configure a solution and it's not so straightforward to understand how to get started
What problems is the product solving and how is that benefiting you?
We use service cloud to allow customers to send questions and issues to our support engineering team. We allow email and entry through our customer portal to submit cases. The service cloud also allows us to route cases effectively
Service Cloud
What do you like best about the product?
Omni channel, chat. It takes time for people to integrate multiple channels. Reporting gets easier once everyone is onboard. I havent used a lot of competitor products
What do you dislike about the product?
Complex to setup. Multi channel reporting on metrics is not possible. Since softphone etc data is handled outside of salesforce. Omni channel has its challenges and workforce management is an issue.
What problems is the product solving and how is that benefiting you?
It helps with knowing the customer better. It tracks all touchpoints from each channle to give a better view or the customer. First contact resolution has increased
Great
What do you like best about the product?
Integrations to other telephony. Specially for Genesys
What do you dislike about the product?
It can be complicated to implement. Should have a full solution
What problems is the product solving and how is that benefiting you?
Call center centralization
Lots of capabilities, keeps growing!
What do you like best about the product?
I love that you can see all the customer info in one place along side case history. Also excited to see the AI automation that's coming!
What do you dislike about the product?
It feels resource intensive to create new case types and set them up for email to case
What problems is the product solving and how is that benefiting you?
Keeping track of our cases and statuses for all customer service interactions, reducing email traffic and ensuring all agents have a single view of history
Great for service
What do you like best about the product?
We have deployed Salesforce Field Service to be on the same platform as our CRM and sales teams which has been a great. Simplified a lot of data exchange
What do you dislike about the product?
Field Service is very complicated, and a newer addition to Salesforce. Not bad really, but can be complicated for a larger business.
What problems is the product solving and how is that benefiting you?
Single source for customer location, asset, and contact information.
We love Salesforce Service Cloud!
What do you like best about the product?
This is a great CRM for service work. Our teams loves the ability it provided us to be able to collaborate and track and report on information
What do you dislike about the product?
There isn't much to not like. Seriously
What problems is the product solving and how is that benefiting you?
This is the area where external and internal people can open a case and get assistance
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