Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Allows us to serve members and onboard new members
What do you like best about the product?
With service clad, it is so easy to bill Support processes. Most of my members need access through either web portal or email with Salesforce. It doesn't matter what channel support is needed from. And with workflow when we have a new member created automatically a case is created to assign them their email and other IT system access
What do you dislike about the product?
I wish Rodney were close was a little bit more intuitive
What problems is the product solving and how is that benefiting you?
We don't have many people available to service our members so allowing us to do this remotely at home and 24 hours a day really helps us be in Pike phone responsive
Chat bot
What do you like best about the product?
Case management milestones and chat bot amazing features and easy implementation
What do you dislike about the product?
Email to case challenges on high demand level of emails
What problems is the product solving and how is that benefiting you?
Easy slas in implementation and tracking, next actions
Ideal for Managing Sales, Would Change Language Support
What do you like best about the product?
I love the sales process of Salesforce Service Cloud, which is fundamental for us and motivates us to purchase it again. Additionally, the initial reports and sales funnels, along with lead management, are tools we use daily and find extremely useful.
What do you dislike about the product?
What bothers us the most is that we cannot put it in Urdu.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves account sharing issues and provides clarity for taking action on leads. We use initial reports and sales funnels daily, improving our sales process and lead management.
At the core of service transformation
What do you like best about the product?
Service Cloud enables me to deliver a fast and impactful service transformations for my clients. It contains the technology I need such as productivity tools to automate processes and extensive reporting capabilities to deliver insights to agents, supervisors and management.
What do you dislike about the product?
The ability to see when there are updates to a case when a customer responds to an email is missing and it would be great to have this visibility in queues and list views
What problems is the product solving and how is that benefiting you?
It delivers a great case management solution in connection with the sales and marketing platforms to have one view on the customer relations. Delivering on Service Cloud is accelerating the transformation and it improves the operational performance and customer satisfaction for my clients.
Future thinking
What do you like best about the product?
Ease of configuration and ability to align to workflows. Unlocking of next actions items are centralized in one system
What do you dislike about the product?
Making sure screens don't become so cluttered trying to give the agents all info. Finding the balance. Flexibility is an asset but it comes with a governance need
What problems is the product solving and how is that benefiting you?
Replacement of aging archaic architecture
Salesforce Service Cloud just works!
What do you like best about the product?
When considering a case or incident management solution people are generally looking for something that can help track the work that comes in. With Salesforce Service Cloud it does this at its most basic function. What is great about Service Cloud is that is takes service to the next level by giving you great insights that can be used as inputs to greater customer service
What do you dislike about the product?
If there is anything negative about servuce cloud it would be the fact that the out of the box reporting could be better. Yes you can create your own reports for all the Service Cloud data but what would be nice is to have more out of the box report for users, managers and executives all categorized separately
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps in managing turn around time on cases. We the routing and escalation processs make the work load manageable for our team. This ultimately results in us providing improved customer service to our customers
Huge efficiency improvement
What do you like best about the product?
Salesforce service cloud has helped us fully rebuild the way that we drive a superb customer experience.
What do you dislike about the product?
There's still significant work to be done for us integrating a number of our other non salesforce platforms.
What problems is the product solving and how is that benefiting you?
It's helping maintain all of our customer interactions
Amazing!
What do you like best about the product?
I love how easily configurable service cloud is. It allows me to customize it to meet all of my needs.
What do you dislike about the product?
There are almost too many choices and that makes it hard to pick.
What problems is the product solving and how is that benefiting you?
Communication with the service team and transparency to the rest of our business
Excellent platform
What do you like best about the product?
Scalability, customization and ease of use.
What do you dislike about the product?
Need a specializing resource to run larger implementations.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud allows us to effectively track and manage work load across our internal teams.
Tech review
What do you like best about the product?
Chat bots enablement is awesome feature. Case management and entitlement process is a best feature to track SLA
What do you dislike about the product?
Communities and api integrations for other communication platforms could be improved
What problems is the product solving and how is that benefiting you?
SLA management and case management
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