Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Love Service Cloud
What do you like best about the product?
Omni channel is amazing! I love the new enhancements coming in Winter '24!
What do you dislike about the product?
Honestly I wish the Omni supervisor would allow for dashboards
What problems is the product solving and how is that benefiting you?
Customer complaints
This is actually helping in day to day making like easier for customers and employees
What do you like best about the product?
Complaint management appointment taking through case management
What do you dislike about the product?
Ok for now. We are in the implementation phase
What problems is the product solving and how is that benefiting you?
Complaint management
Custimer data one source of truth
Custimer data one source of truth
Cases and Metrics
What do you like best about the product?
The ability to track customer request and gives Managers the ability to view metrics on those request is something that we were never able to do in outlook. Game changer
What do you dislike about the product?
With moving all customer request/communication to case the amount of storage emails takes up we are consistently monitoring storage
What problems is the product solving and how is that benefiting you?
The ability to have have data for KPI
Service Cloud for Hospitality
What do you like best about the product?
In our organization, our reservationists use chat bots regularly to have conversations with guests. I like the dashboards and the ease of use with case creations for chats that were had, as well as easy access to transcripts.
What do you dislike about the product?
While it's nice having chat transcripts, sometimes it can be a process to get to them. You have to click through multiple pages to get to responses as well survey responses.
What problems is the product solving and how is that benefiting you?
It allows multiple members from our reservations team to be chatting with guests or potential guests in a more efficient way and all conversations are stored in the platform.
Service Cloud is key to our customer servicing
What do you like best about the product?
We are using Service Cloud since 5 years now. It's been the key to solve the customer servicing problems by fastening up & automating the resolutions, responses and reducing the TAT. Thanks.
What do you dislike about the product?
Service Cloud doesn't come up with by default Einstein services which may help fastening up the automation. These are separate products and need to pay separately for them.
What problems is the product solving and how is that benefiting you?
It's solving the business problem of giving services via multiple sources. Automating the email replies, fastening case resolution. It's also been used for self service with the help of Heroku.
Boosts productivity of service agents and managers!
What do you like best about the product?
Dedicated set of standard objects that support any channel. Easily integrated with sales cloud features. Supports real time interactions with chat or CTI support.
What do you dislike about the product?
Omni channel is not designed intuitively for administration and setup. Classic Solutions object is no longer available in Lightning and expensive Knowledge licenses are required to support the same functionality.
What problems is the product solving and how is that benefiting you?
Automatically identify customers through soft phone and IVR integrations. Create articles with Knowledgebase. Leverage custom alerting in screen flow for customer support cases.
Service Cloud is seamless
What do you like best about the product?
It's amazing how this works so well in managing web leads and automates it all
What do you dislike about the product?
Can be more user friendly and smooth in terms of performance
What problems is the product solving and how is that benefiting you?
It helps keep and manage as well as maintain customer data
Service cloud review
What do you like best about the product?
I like that it is easy to use and understand and there are so many useful ways of service related issues.
What do you dislike about the product?
Sometimes the service cloud can be a little confusing if you aren't that knowledgeable of the proccess and automations.
What problems is the product solving and how is that benefiting you?
Cases and issues that dealers have
Service cloud review
What do you like best about the product?
Service cloud supports for financial model very well
What do you dislike about the product?
Not much downsides I can see works very well for us
What problems is the product solving and how is that benefiting you?
Live chat and knowledge base
Manage customer casss
What do you like best about the product?
Ability to use email to case to mange communications. Case assignment rules.
What do you dislike about the product?
Case close pages not available in Lightning.
What problems is the product solving and how is that benefiting you?
Unified way of intsking customer requests and issues and being able to report stats
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