Agentforce Service
Salesforce, Inc.External reviews
6,983 reviews
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I am testing cloud services
What do you like best about the product?
The use and management of cases, such as the ease of their configuration
What do you dislike about the product?
I have not been able to find anything relevant so far.
What problems is the product solving and how is that benefiting you?
The implementation of house and apartment rental solutions.
Sharing Experience As a Lead Service Cloud Consultant
What do you like best about the product?
There are lot of feature in built provided by Salesforce Like Omnichannel, Bots in order to focus more on the customer service and utilize the service agents effectively which eventually leads to more customer engagement and hence the Revenue as well.
Kudos to Service Cloud.
We suggest clients for service cloud if they are having the service part as well.
Kudos to Service Cloud.
We suggest clients for service cloud if they are having the service part as well.
What do you dislike about the product?
The Licence cost if the users are more and also training of the service agents sitting across the globe providing support in various language to train them on salesforce is bit a task.
What problems is the product solving and how is that benefiting you?
Routing of the case has been easy now and to monitor those assigned cases if those agents are taking care of customer cases or not also that benefited in more customer engagement and eventually increase revenue due to proper customer service.
A complete and efficient tool for service management.
What do you like best about the product?
The level of automation and personalization it offers, along with the integration with other Salesforce solutions, provides a 360º view of the customer, improving service efficiency and the user experience.
What do you dislike about the product?
Some limited features in WABA or previously available functionalities in the standard WhatsApp that are no longer present in the enhanced version.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving the problem of fragmented information by centralizing all customer data into a single platform, allowing for efficient and personalized service management. Additionally, it automates repetitive tasks, reducing response time and increasing support team productivity. For me, this translates into more control over the case lifecycle and a clear view of customer interaction history, which improves decision-making and the quality of service.
excellent product
What do you like best about the product?
What I really like about Salesforce Service Cloud is how it makes customer support so much easier. It automates a lot of tasks, lets you manage cases efficiently, and integrates all the different communication channels in one place, so you can respond to customers faster and give them a better experience.
What do you dislike about the product?
Salesforce Service Cloud can be a bit complex to set up initially, but it's worth it for the flexibility and features it offers
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems like inefficient case management, slow response times, and fragmented communication by automating workflows and centralizing support across multiple channels. This benefits me by improving customer service efficiency, reducing manual tasks, and delivering faster, more consistent responses to customer issue.
Service Cloud Implemented
What do you like best about the product?
Management Cases, Accounts and Contacts in a Console with a 360° view.
What do you dislike about the product?
Milestones and Entitlements configurations.
What problems is the product solving and how is that benefiting you?
We had datas in Excel's file and the Salesforce Service Cloud solved it.
Fast Resolution Service Cloud
What do you like best about the product?
we use Service cloud day to day with 500+ cases, Case Management and Assignment, Autoresponses, Milestone, we will use it for experience cloud as well and integrate it, We do have 3 service agent with different queue management which is helpful
What do you dislike about the product?
Duplicate Case recognition and Viewer visiblity on Case
- This hasnot been developed yet and Service agent end up working on same cases and duplicate cases can't be merged unlike leads, accounts etc.
- This hasnot been developed yet and Service agent end up working on same cases and duplicate cases can't be merged unlike leads, accounts etc.
What problems is the product solving and how is that benefiting you?
We have 500+ cases since we work with Hospitality and heavily use Sales cloud, contracts, products and quotations.
So it's a day to day work where users need help on invoicing, address, integration data to another system and so on.
So it's a day to day work where users need help on invoicing, address, integration data to another system and so on.
SalesForce is the most robust CRM tool!
What do you like best about the product?
Flexability and functionality! If you ask, we can do it!
What do you dislike about the product?
There is a learning curve that does require you to dedicate some time to learn.
What problems is the product solving and how is that benefiting you?
We use Five9 which is integrated with our SalesForce instance to pull up the contact record for whom is calling in. Huge time saver for help desk members.
It's a super powerful and extensible system, but requires customisation
What do you like best about the product?
Upsides are the tight integration with the Salesforce ecosystem. Incredibly powerful automations are possible but do need a good deal of skill to exploit them properly.
What do you dislike about the product?
As an out of the box solution for a small support organisation there are probably better alternatives. To get the best out of it you really need to be using Salesforce as you primary contract and customer management system.
What problems is the product solving and how is that benefiting you?
Does ticket management for our customer base for a team serving a global customer base across two geographies. We also have an integrated Salesforce based telephony system.
Revolutionised the way we work
What do you like best about the product?
As a global leader in wearable GPS technology we needed a robust customer service solution that could scale our rapid growth and provide seamless support to our worldwide client base. By integrating Salesforce Service Cloud, we transformed the way they manage customer inquiries, interactions, orders, opportunties, streamline service processes, and deliver exceptional support.
What do you dislike about the product?
While the reporting and analytics tools are robust, some users found that certain pre-built reports lacked flexibility. Custom reports required more effort to configure, which slowed down access to specific metrics or insights that were important to the team.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, handling a growing number of customer requests across multiple channels could easily become overwhelming. Service Cloud streamlines this by consolidating all customer interactions—whether through email, phone, chat, or social media—into one centralized platform.
Service console keeps the team informed
What do you like best about the product?
The automatic routing of cases to agents, no matter how they've arrived, ensures the support team are super efficient. They can keep on top of multiple cases using the service console. CAses are tied in to all of the customer data giving a true overview from lead, through sales process, to order and customer care.
What do you dislike about the product?
I honestly can't think of a downside. Any issues are quickly resolved by customer support.
What problems is the product solving and how is that benefiting you?
Keeping our customers productive.
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