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.
Still learning and growing with service cloud
What do you like best about the product?
We are still early in our usage and leveraging service as a tool in our organization but we have loved creating reports and dashboards to increase transparency in our customer service function and how much they are doing for our customers and it has helped identify new areas we need to focus on.
What do you dislike about the product?
This isn't a necessarily a downside of service but more our implementation. Our customer service users also had access to our sales console and those users did not understand the benefits of the service console after using the sales. The different UI was hard for them to adapt to not having understood the foundation of why it looks different.
What problems is the product solving and how is that benefiting you?
Service is bringing our teams the single use tool as opposed to having tools in a multitude of areas as they used to. Having a single tool handle a multitude of their tasks is a game changer.
Service Cloud to do Business Better
What do you like best about the product?
The ability to have your customer service team, build workflows, easily resolve customer issues and one easy portal for teams to access. Really streamlines processes
What do you dislike about the product?
Sometimes trial and error to set up the right workflow, what can help the team do better, faster
What problems is the product solving and how is that benefiting you?
Building flows that remove manual work so teams can concentrate on real customer service issues and provide superior customer service
Great product, highly customizable
What do you like best about the product?
Highly customizable to your business needs and processes
What do you dislike about the product?
Customizations can be time consuming and difficult to maintain without deep technical expertise
What problems is the product solving and how is that benefiting you?
Routing and custom call scripting and processing
Dreamforce service cloud
What do you like best about the product?
Chat, call is easily available for sale and service people. Easy to get all the information at one place so sales can provide faster and better services
What do you dislike about the product?
Service cloud complex. For Omni channel not enough resources to walk through and use those.
What problems is the product solving and how is that benefiting you?
Service cloud routing case to the right queue . Live chat and providing all info at one place for customer support, operation team.
Easier than you think
What do you like best about the product?
It's so much easier than you think to pull your data together to get a clean profile of your customers and how to best interact with them.
What do you dislike about the product?
How long it took me to get others to start using it effectively.
What problems is the product solving and how is that benefiting you?
We were able to automate orders that were taking over five minutes on a call and provide simpler self service
Case management review
What do you like best about the product?
Automation for admin using dynamic forms, flows, support process and many more
What do you dislike about the product?
Solution object that is still in Salesforce classic
What problems is the product solving and how is that benefiting you?
Automation of case management from assignment to solution
Service Cloud is a great product!
What do you like best about the product?
I love the email to case and Agentforce automations!
What do you dislike about the product?
More robust working queues and notifications
What problems is the product solving and how is that benefiting you?
We had a homegrown system prior to Salesforce Service Cloud and the easy process flows, automations and low code development are all ways we are saving time for our users.
A great solution for casemanagement
What do you like best about the product?
Intuitive for users in tracking complaint cases through the entire lifecycle
What do you dislike about the product?
Issues with integrating with outside systems for storing complaint data
What problems is the product solving and how is that benefiting you?
Automation of the complaint ingestion process has reduced manual insight into the process
Improves customer service experience for users and customers alike
What do you like best about the product?
Service cloud's native features offer robust customer service options, including support for SLAs and multichannel support offerings. Coupled with additional third party solutions, case creation by customers is simple and seamless, improving self-service options. Recent AI advances also open up many more options to improve customer service for those ready to take advantage of the new technology.
What do you dislike about the product?
The calendaring options aren't as robust as I'd like and tasks/activities aren't as flexible as they could be, although I appreciate the option to create multiple tasks by assigning them to multiple people now. Also, consumption based pricing for Agentforce makes it cost prohibitive for smaller companies to leverage new functionality.
What problems is the product solving and how is that benefiting you?
Service cloud allows customers to centralize their support activities, allowing for faster resolution and collaboration across teams, reducing the time to resolution significantly.
Excellent product
What do you like best about the product?
Ability to live chat, create and see status updates and integration with other applications to easily get and display data
What do you dislike about the product?
The user interface can be better but overall no issues
What problems is the product solving and how is that benefiting you?
Ability to live chat with users and provide easy access to their cases and status
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