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.
Flexible tool that helps our service teams
What do you like best about the product?
Service Cloud helps our service teams stay on top of the needs of our customers. It's easy to customize in order to fit the needs of our team members and the use cases. We can use out of the box features that are easily configured by our admins
What do you dislike about the product?
Nothing specifically about Service Cloud. We have sales teams in service cloud so we are using some of the ootb sales objects but we have a lot of custom objects to do other sales related work.
What problems is the product solving and how is that benefiting you?
It's our main point of contact with our clients. We use it for cases and managing relationships. It helps our teams stay organized and be more responsive in a timely manner
Service on
What do you like best about the product?
Useing case and camps along with emails.
What do you dislike about the product?
The cost. It shouldn't cost so much money
What problems is the product solving and how is that benefiting you?
All of our cases are managed in one places
Salesforce Service Cloud empowers us to provide excellent service
What do you like best about the product?
It provides a great foundation to put in a basic ticketing system while providing endless opportunities to grow
What do you dislike about the product?
It does take investment to setup if you want to get into advanced features.
What problems is the product solving and how is that benefiting you?
We use it to track all our interactions in a central spot.
It has transformed the business
What do you like best about the product?
We were previously using another product. Having the ability to engage our customers, track service history and products used have been a game changer for us.
What do you dislike about the product?
Just the customization the the ghant view in the console.
What problems is the product solving and how is that benefiting you?
Transparency within the business. Our representatives were performing extra work after shift changes. Service cloud has eliminated this issue
A great platform to manage and resolve customer inquiries and issues
What do you like best about the product?
The Salesforce service could has helped my company to effectively connect with the customers by offering us a great and convinient configurable and customisable application to meet customer agents/customers needs
What do you dislike about the product?
Apart from few limitations, SFDC service cloud is expensive for small businesses or startups which have a smaller budget Please try to make it available for small busienss so that our SALESFORCE becomes the no 1 company inthe world!! Lets go!!!
What problems is the product solving and how is that benefiting you?
I'm working on GSD Services application which is the HPEIT global services application which actively supports around 30k users, 10k orders/day, 12k cases/day having integrations to over 30
systems which is on the SFDC service cloud
systems which is on the SFDC service cloud
Centralize your organizations service efforts
What do you like best about the product?
If your Salesforce org stops at Sales cloud opportunities, you're missing the chance to centralize the understanding of the ongoing relationship with that customer post-sale.
What do you dislike about the product?
The management and unification of ALL omni-channel communications (phone and digital) still needs work in the underlying data strategy.
What problems is the product solving and how is that benefiting you?
Service permits us the ability to streamline processes for our internal teammates and provide those solutions to customers for self-service.
Case management done right
What do you like best about the product?
Seamless integration into Sales Cloud and Field Service Cloud.
What do you dislike about the product?
Lots of customization and management is needed which gets complicated with a larger organization.
What problems is the product solving and how is that benefiting you?
Need to respond to customer issues/requests in a timely manner as well as internal routings.
Salesforce Service Cloud
What do you like best about the product?
With help of AI, Data cloud and Serices cloud seems we can bring the personalized proactive customer service
What do you dislike about the product?
Not much to describe. I like service cloud
What problems is the product solving and how is that benefiting you?
More industry focused flows
Save $74k a year with Service Cloud
What do you like best about the product?
Automation is key! If you days of development can pay off dividends on thousands of hours of work and effort that can be avoided.
What do you dislike about the product?
Not much. Just so big and comprehensive. It's hard to know what you're missing.
What problems is the product solving and how is that benefiting you?
It solves the problem of a broader ability to communicate with contacts. We continue to expand our abilities through the service cloud.
Ability to customize to your needs
What do you like best about the product?
I like the way that you can customize to your business needs. The case tracking is helpful especially when tracking KPIs. Other competitors require stricter guidelines for management
What do you dislike about the product?
The fact that we need an additional license for the dispatching piece. Case management routing in complex organizations could be improved (could just be our issue)
What problems is the product solving and how is that benefiting you?
Ticketing system for case management. We needed a place to measure customer satisfaction as well as help desk for answering technical questions. We have been able to identify where we struggle and attempt to improve
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