Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to configure
What do you like best about the product?
Service cloud is an easy to configure customer support product. You don't need to know code to get started.
What do you dislike about the product?
The auto assignment rules are clunky and sometimes fail.
What problems is the product solving and how is that benefiting you?
Communixation between departments and customers.
Boost your Revenue with Sales Cloud
What do you like best about the product?
Provides seamless case management workflows for improving resolution times to custome requests
What do you dislike about the product?
The out of the box reporting capabilities could be improved for better customer insights
What problems is the product solving and how is that benefiting you?
Helps provide a streamlined and omnichallen service experience e for the customer
Enjoy Benefits and Efficiency Service Cloud Provides
What do you like best about the product?
The tools and functionality the service cloud offers has been beneficial to our servicing agents. They like that all of thier key customer KPIs and data can be displayed on one user-friendly page. This has allowed them to more efficiently address customer needs and to then work on more valuable and complex servicing needs.
What do you dislike about the product?
Would like it to continue being enhanced and more functionality pushed out faster. Continue making sure it is user-friendly for our agents.
What problems is the product solving and how is that benefiting you?
Pulling everything together from a customer perspective to see a customer 360 view. The solution makes our agents more productive and performance of agents increased.
Service cloud helps us to be more productive
What do you like best about the product?
My company uses Cases to manage support requests both internally and externally. Being able to track a support ticket from beginning to end and bring im collaborators is essentially to keeping our work on track.
What do you dislike about the product?
My company is not consumer facing in that we don't sell a product, but I wish that we could provide have an easier way to bring standard responses into cases
What problems is the product solving and how is that benefiting you?
It is giving us a way to track interactions with our contacts and provide support to our Users.
Great
What do you like best about the product?
The tracking of all
Important details about the customer as well as customization of what you need.
Important details about the customer as well as customization of what you need.
What do you dislike about the product?
Some limitations that arise when you need a higher capacity of something or reporting.
What problems is the product solving and how is that benefiting you?
It's keeping our cases together for a good customer view.
I enjoy the ease of use.
What do you like best about the product?
It's easy to use and allows for the opportunity to customize the experience for each customer.
I also find the interface allows for quick and efficient onboarding of new employees.
I also find the interface allows for quick and efficient onboarding of new employees.
What do you dislike about the product?
I wish it was a little bit faster and prettier to look at.
What problems is the product solving and how is that benefiting you?
It is allowing us to create one touch resolutions for our customers.
Service Cloud allows you to serve your customers across multiple channels
What do you like best about the product?
Makes case management easy and allows you to engage with customers where they want to be.
What do you dislike about the product?
While it offers a large range of tools it can be be difficult to implement all of them without overwhelming users.
What problems is the product solving and how is that benefiting you?
It allows us to track customer issues and ensure that they are addressed in a timely manner to increase customer satisfaction and success.
It’s simple product with great flexibility to enhance
What do you like best about the product?
Framework is simple and easy to understand. Easy to build new applications. UI is intuitive and easy to manintain.
What do you dislike about the product?
Not a lot of standard functionality that we can use right out if the box, needed lot of customization.
What problems is the product solving and how is that benefiting you?
Case management, case routing, email to case, Einstein chat bots, chat with live agent
Better serve customers
What do you like best about the product?
I use cases to track bugs and requests from customers. The cases can be assigned to different employees depending on skills, we can categorize the cases by what type of issue they are tracking, and we have metrics of how long it takes to close a case or if a case has been open for too long.
What do you dislike about the product?
Navigation can be clunky sometimes. If a page takes too long to load, it can be frustrating to our users.
What problems is the product solving and how is that benefiting you?
Case management- tracking issues until they are resolved so nothing is forgotten.
Service Cloud - Pandora's box of opportunities on costumer experience
What do you like best about the product?
Salesforce Service Cloud is the best CRM tool on market, we found it to be highly adaptable, easy to intregate with other sistems and to mold into our needs. Einstein GPT and WhatsApp integration are some of the advantages.
What do you dislike about the product?
The downside would be only price-wise, beeing more expensive them other CRM options on market. You got to analise the team's maturity and know-how to validate wheter it's the right time to invest on Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
some of the problems Salesforce Service Cloud is solving:
multiple screens management, time spent on simple routine processes, monitoring of team goals and performance.
multiple screens management, time spent on simple routine processes, monitoring of team goals and performance.
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