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.
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
Exceptional case management
What do you like best about the product?
The case management workflow is probably the most helpful thing. Options for customizing workflow are also super useful.
What do you dislike about the product?
There is not much that I dislike or can critique about it at this time that is not part of our unique setup.
What problems is the product solving and how is that benefiting you?
Service cloud is solving the problem of case management reporting, which is helping us target what problems our customers are having.
Service Cloud helps us deliver top-notch customer experiences
What do you like best about the product?
I love that our users are able to track customer cases and stay on top of their work, regardless of how we were contacted (email or phone). We use email-to-case, queues, escalation, and a fair amount of dashboards to help our service teams across departments to manage their workload and ensure the customer remains in touch with us.
What do you dislike about the product?
Some technical nuances of Email-to-Case have been challenging for us. While we rely on this feature, we haven't been able to adopt the latest enhancements since the initial launch of Lightning Threading which uses the email headers (not ref IDs) to join threads and cases. It wasn't working consistently enough for us when we piloted it. Now, we are working to test and implement this feature again, and hopefully that the more recent updates to it will enable us to fully adopt it and remove the ref IDs from email messages. We know this will give our employees and users a cleaner customer experience.
What problems is the product solving and how is that benefiting you?
We use a combination of Amazon Connect and Service Cloud to provide multi channel customer service in support of end consumers and wholesalers. Case management futures, including team coverage, escalation, and reporting have provided a lot of value to our service organization. They allow our internal teams across business processes to stay connected, and help the customer experience to feel more smooth than it was before we went onto Service Cloud.
Super Service platform
What do you like best about the product?
The UI and how I can create end-to-end journeys for my service team via drag and drop.
What do you dislike about the product?
Umm, Multiple options to automate same kind of things.
What problems is the product solving and how is that benefiting you?
Conplaint management system.
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