Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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External reviews are not included in the AWS star rating for the product.
Intuitive UI and Efficient Case Management with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud's intuitive UI, which made it a straightforward choice without considering other vendors. The omnichannel capabilities and knowledge base are crucial, allowing reps to understand and resolve customer queries efficiently. The integration of email to case enhances efficiency with entitlements and milestones, enabling proactive customer engagement. The initial setup was easy due to an existing account structure, making it simple to enable key features like case management and configure SLAs. The ability to identify and use the Salesforce Experience Cloud for self-service has been beneficial, and I find the platform getting more intuitive and easier, driving a decision to definitely buy it for any other departmental needs.
What do you dislike about the product?
I think the ability to configure the console to have more options is something that I would like to change.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline customer case management, solving queries and troubleshooting efficiently through omnichannel capabilities and proactive responses, boosting satisfaction.
Effective Multi-Channel Transformation with Salesforce Service Cloud
What do you like best about the product?
I love the ability of the Service Cloud to easily switch from one channel to another, which makes interaction with customers very smooth, no matter their preferred channel. The ergonomics are seamless, and the ease of use, especially for handling calls, emails, and web forms, is a real asset. The supervision features are very powerful, making management more efficient. The single platform for interacting with customers enhances the service's efficiency. Additionally, the integration with the agent force part makes the service very competitive.
What do you dislike about the product?
I find that better integration with the marketing part of Salesforce Service Cloud would be desirable.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to interact effectively with customers across different channels, which simplifies multichannel management and improves the customer experience.
Case Management Revolutionized with Seamless Integration
What do you like best about the product?
I love Salesforce Service Cloud for its exceptional fit in our case management needs. The capabilities and seamless integrations it offers make it stand out from other options. Utilizing features like case management and omni support has drastically improved our operations. Additionally, the ability to integrate with chat services like Facebook, WhatsApp, and Viber enhances our communication efficiency.
What do you dislike about the product?
I faced some challenges aligning Salesforce Service Cloud with our existing business processes, particularly when implementing single sign-on (SSO) or multi-factor authentication (MFA) for our contact center.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud excels in case management, offering omni support and seamless integrations, enhancing our operations significantly.
Innovative and Valuable, but Pricey
What do you like best about the product?
Always improving and trying to think out of the box to provide more value
What do you dislike about the product?
It’s expensive… but I understand why it is
What problems is the product solving and how is that benefiting you?
I can access the data I need, when I need and the way I need it
20 years of using service cloud and its capabilities
What do you like best about the product?
One place for all your support needs for a support org
What do you dislike about the product?
Nothing which I don't like in service cloud.
What problems is the product solving and how is that benefiting you?
360 view of customer support.
Powerful Service Cloud, but Pricing Can Be a Challenge
What do you like best about the product?
Service cloud is a great tool and it’s helped many organisations solve their business problems
What do you dislike about the product?
service cloud can often be expensive, flex in pricing
What problems is the product solving and how is that benefiting you?
Great tool for us to take to clients as part of managed services and with voice too
Efficient Data Management and Easy Navigation with Service Cloud
What do you like best about the product?
Service Cloud helps us view all of our important data related to an account in a streamlined way. I love that it is so easy to switch between tabs!
What do you dislike about the product?
I truly wish that everyone in our organization made use of Service Cloud. Honestly, I don't have any negative feedback to share.
What problems is the product solving and how is that benefiting you?
Service Cloud helps streamline our support operations and gets our customers help and answers faster
Excited to Implement—Expecting a Game Changer with No Downsides
What do you like best about the product?
I do not use it yet, but we are looking to implement it, and I believe it will be a game changer with providing service
What do you dislike about the product?
I don’t see any downsides with the product
What problems is the product solving and how is that benefiting you?
Creating cases automatically for end users, with ease
Highly recommend
What do you like best about the product?
Ability to configure it to our business needs.
What do you dislike about the product?
Could use more templated builds for faster implementation
What problems is the product solving and how is that benefiting you?
Key integration with legacy systems.
AgentForce Boosts Service Cloud, but Training Takes Too Long
What do you like best about the product?
AgentForce for service cloud and AgentForce voice
What do you dislike about the product?
Training Time and agent configuration with routing
What problems is the product solving and how is that benefiting you?
Service cloud with Amazon connect causing issues for agents and members
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