Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Service review
What do you like best about the product?
Salesforce service cloud helps internal and external clients with service products and processes to help with business inefficiencies and generate revenue for companies.
What do you dislike about the product?
A dislike of Salesforce service cloud would be user engagement and adopting to new processes. It can be challenging to have users utilize the processes that are developed.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is helping our organization improve and adapt to market changes. The service cloud helps different business lines have a baseline foundation.
Service Enablement
What do you like best about the product?
Ability to connect data throughout an enterprise to provide stellar personal customer experience and employee ease of interaction. This is far more robust than any competitor CRM.
What do you dislike about the product?
There's too much focus on making Sales Cloud awesome and not enough focus on making things better for service representatives. Providing more voice assistance with generative AI on completing proceeded quickly is a game changer for contact centers.
What problems is the product solving and how is that benefiting you?
An all in one desktop that provides just in time data and easy solutionizing of customer needs. This makes for quicker AHT, happier customer satisfaction and employee retention
Fits our business needs!!
What do you like best about the product?
Case deflection and knowledge articles are the best.
What do you dislike about the product?
Sometimes it can be hard to onboard our new members. There is a learning curve.
What problems is the product solving and how is that benefiting you?
It is our primary way to communicate with our customers. It allows us to stay branded and professional.
Best Salesforce Product
What do you like best about the product?
I especially like the Knowledge Cloud and the possibilities coming along with
What do you dislike about the product?
I have nothing to mention here. The only thing would be the limitations with regards to a multi tenant knowledge setup
What problems is the product solving and how is that benefiting you?
Assisted care, selfcare.
Service Cloud
What do you like best about the product?
I like how customizable the agent experience can be and how we can automate processes using Flows to help agents resolve cases faster.
What do you dislike about the product?
Case assignment rules don't allow for all of the automation we would like to occur on creation, so we have opted to use Flows instead in many cases.
What problems is the product solving and how is that benefiting you?
It helps our customers get to the correct group to assist them faster.
Better Service with Service Cloud
What do you like best about the product?
Salesforce Service Cloud helps our agents service our clients better by enabling our customers to log reguest from a multitude of channels
What do you dislike about the product?
Standard email to case has not really worked for our business as we had to build our own custom email handler to ensure replies to old cases get created as a brand new case
What problems is the product solving and how is that benefiting you?
Moving from the old ways of doing emails via mailboxes
What service cloud can do for you
What do you like best about the product?
Service cloud offers the best way to manage and effectively guide efficiency within a service team for all centers or general service teams. Automation and excellent ai options to get the best results.
What do you dislike about the product?
Some of the new features are a bit difficult to implement without product experts, it can be better with more generally available documentation and trailhead modules
What problems is the product solving and how is that benefiting you?
Solves inefficiencies, better customer service and analytics
Amazing functionality with Innovation every release World leader in service management
What do you like best about the product?
Easy to learn with a lot of room to grow as your needs expand
What do you dislike about the product?
Not applicable there are none. It's a great product with very few limitations
What problems is the product solving and how is that benefiting you?
Bringing order to my company's internal and external sales processes
Best product ever
What do you like best about the product?
Help with case management efficiently. Omni channel ecosystem is the best platform to connect with multiple chat eco system and getting your customer services in one place
What do you dislike about the product?
Heavy customization should be avoided. It's more seamless and easy to use when it's used out of the box functionality.
What problems is the product solving and how is that benefiting you?
Internal HR queries.
Great product!
What do you like best about the product?
It has all the features you need out of the box to run a great customer service team quickly andeasily. Service Cloud voice is especially easy to setup even with limited knowledge on CTI
What do you dislike about the product?
There's always some limitations you need to find workaround to do specific things the client want. Good thing is Salesforce brings some of those on every major releases
What problems is the product solving and how is that benefiting you?
Allows to track all of our customer's request in efficient way and also integrates well woth our phone system. Email to case and web to case really easy to setup and this was easy to bring all of our support agents from different aquired company to use the same system without losing much of the functionality the had without salesforce
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