Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
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Salesforce Service Cloud as a efficient Customer Service Management
What do you like best about the product?
We have been using Salesforce Service Cloud to manage cases that are raised by our customers and as a main contact center for agents. The experience has been quite amazing till now. All our customer information and cases are centralized, which makes it really easy for our team to track, respond to, and resolve. Its dashboard is very user-friendly, and we can quickly set it up, which allows us to efficiently add and train new users.
What do you dislike about the product?
It's a bit expensive than other service clouds available in the market, and migrating from another service cloud to Salesforce can be challenging.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped significantly in our case management. The centralized customer information from various channels has made the customer support task significantly easier and more effective.
The Most Popular CRM out there
What do you like best about the product?
I believe this is the most popular CRM system out there. It seems like everyone either uses it currently or has used it at some point.
What do you dislike about the product?
At times, it can be somewhat challenging to grasp all the features it offers.
What problems is the product solving and how is that benefiting you?
It makes your life easier, everythog you need is right there, it´s
Unified Console Supercharges Agent Productivity
What do you like best about the product?
I appreciate that it provides a unified console where agents can access all customer data, history, and current cases. This setup enhances productivity and enables Salesforce agents to resolve issues more quickly.
What do you dislike about the product?
I have found that the high cost, significant complexity and steep learning curve, demanding implementation/setup, and potential for over-customization, requiring dedicated expertise by administration, plus occasional issues with support quality, user interface (UI), and integration
What problems is the product solving and how is that benefiting you?
Slow integration times and inconsistent support by unifying interactions.
All-in-One Platform That Simplifies Daily Tasks
What do you like best about the product?
How useful this platform is on a daily-basis. Everything is at the same place, and accessible. I can't talk about the implementation, as I wasn't in charge of this. Salesforce is very well integrated in other platforms. As a CSM, you can easily find all the information you need about the contract, opportunities, customer info etc.
What do you dislike about the product?
I think that it is not very easy to understand how to navigate on the platform the first time you use it. It is not very intuitive, but once you know how it works, very easy to use.
What problems is the product solving and how is that benefiting you?
It avoids using many different platforms.
Unmatched Customisation and Seamless Integrations
What do you like best about the product?
The customisation options provide numerous integrations with a variety of features, such as dashboards, analytics, case management, manual forms, and SAP integration, among others.
What do you dislike about the product?
The product presents a steep learning curve when it comes to understanding new features. Additionally, I have experienced downtime issues, which can be quite disruptive. The high cost is also a significant concern for me.
What problems is the product solving and how is that benefiting you?
Productivity has significantly improved for me, as this tool has greatly reduced the time I spend developing reports, building analytic dashboards, and performing manual data integration tasks.
Powerful, Customizable, and Essentially Efficient for every Teams' Needs
What do you like best about the product?
Automation all the way. We can automate so much within each case and it makes our team way faster and saves us soooo much money.
What do you dislike about the product?
I would compare it to the experience with Android here, as it's absolutely the best in class, however, with the amount of customizations that are available, it can definitely be overwhelming. That's not even something I really dislike, but if I had to make a decision in that area, I would say it's customizable to the extreme.
What problems is the product solving and how is that benefiting you?
Prior to utilizing Salesforce, let's just say we had a mess of spreadsheets and all kinds of documentation. With sales force, it has completely helped us stay organized and it benefits us because it allows us to really take care of our members and spend less time and money on cleaning up and using manual processes.
All-in-One Customer View Streamlines Agent Workflow
What do you like best about the product?
It gives agents a single point of view where they can see the customer's profile, purchase history, and past support tickets all on one screen. dont have to wander here and there for information
What do you dislike about the product?
quite complex, hard to onboard, steep learning curve.
What problems is the product solving and how is that benefiting you?
Service Cloud solves the problem of combining support channels. great orchestration tool
Unified Console and Smart Routing Make Communication Effortless
What do you like best about the product?
Single console for Email, Chat, Phone, WhatsApp, Social
Smart routing using Omni-Channel
Smart routing using Omni-Channel
What do you dislike about the product?
Omni-Channel, Entitlements, Milestones are hard to configure
Small changes require admin expertise
Small changes require admin expertise
What problems is the product solving and how is that benefiting you?
Agent sees full customer history + open cases
Massive productivity gain for support teams
Massive productivity gain for support teams
excellent customer service platform
What do you like best about the product?
Salesforce Service Cloud is an excellent customer service platform that streamlines support with its robust case management, multi-channel integration, and AI-powered tools. It enables businesses to provide fast, personalized assistance, improving customer satisfaction and reducing response times.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful tool, some users find it complex and challenging to navigate, particularly due to its extensive customization options and feature set.
What problems is the product solving and how is that benefiting you?
improving customer satisfaction and reducing response times.
Highly Flexible and Easy to Maintain
What do you like best about the product?
Easy to maintain. Very flexible. Highly configurable.
What do you dislike about the product?
Chat got replaced with enhanced chat and it has not been the smoothes or best transition.
What problems is the product solving and how is that benefiting you?
We can communicate with our customers all in one place.
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