Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Service cloud review
What do you like best about the product?
Case management and selfservice. And communities
What do you dislike about the product?
Salesforce Knowledge. Content management
What problems is the product solving and how is that benefiting you?
Contemt management and self service for content creation
AI driven service cloud
What do you like best about the product?
AI is in front and center of customer experience servicre.
What do you dislike about the product?
Too many components and cost of licenses.
What problems is the product solving and how is that benefiting you?
Automation via AI and also service catalog exposure to customers.
Great experience for service agents
What do you like best about the product?
It enables our services users to support customers. The team has continued to innovate keeping end user experience in mond, which has enhanced user experience significantly over the years.
What do you dislike about the product?
We need more flexibility around how Salesforce objects can be deployed. Moreover, we need more flexibility in terms of reporting and how data sets are handled.
What problems is the product solving and how is that benefiting you?
It is solving for customer self service which is central to our strategy. Morever, we appreciate the work being done around Einstien and Knowledge Management, which boosts employees productivity
Customer Profile in One Place
What do you like best about the product?
Very useful to have all the customer detail in one place!
What do you dislike about the product?
Multiple users may become costly - Best to find solution with the rep.
What problems is the product solving and how is that benefiting you?
Using multiple platforms previously.
World class crm software for enterprise of any scale
What do you like best about the product?
Anything that an enterprise needs to create a world class CRM system via low code strategy is available ootb . Secure infrastructure and ability to seamlessly integrate with rest of the enterprise
What do you dislike about the product?
Add on pricing for some must have features
What problems is the product solving and how is that benefiting you?
Provide best customer service to our customers
Great platform for efficient Customer Support
What do you like best about the product?
Features around AI and Einstein and GPT helps best industry standards capabilities to deliver the most of the customer engagement and support.
What do you dislike about the product?
Few limitations around around Einstein Case Features like Einstein Case Classification and Skills BAsed Routing Rules limit of 100.
What problems is the product solving and how is that benefiting you?
Solving B2B Customer Support through multiple channels like Email to Case/Chat/Web to Case/telephony
Service Excellence
What do you like best about the product?
Simplistic way to service and support the customer experience
The features are simple to use and our frontline has given us great feedback.
Everyone should use this tool.
The features are simple to use and our frontline has given us great feedback.
Everyone should use this tool.
What do you dislike about the product?
I do not have any complaints about service cloud. Our implementation was seamless with limited issues. I would tell anyone using it that they should have clear requirements to launch their tool
What problems is the product solving and how is that benefiting you?
Aggregation of information and seamless passing of customer information through the system
Service cloud for customer operations
What do you like best about the product?
Service cloud offers out of box features for managing customer operations with multiple channels. Exited to introduce co-pilot or AI on service cloud for our product
What do you dislike about the product?
Nothing as such. A better channel integration which can be provided OOB would be good. Have been using service cloud for more than 15 years and it's evolved over time
What problems is the product solving and how is that benefiting you?
Customer service is the key functionality. With multiple channels and integrations, service cloud helps to manage the cases effectively. Helps with case deflection
Service Cloud review
What do you like best about the product?
The flexibility and customization of the product.
What do you dislike about the product?
Implementation is difficult. While the product has flexibility, it is incumbent on finding very skilled implementation partners to make it easier to use.
What problems is the product solving and how is that benefiting you?
Workflows has streamlined some confusing processes for our team. It helps reduce errors and the need for reps to memorize processes.
Efficient Case Management and High Customer Satisfaction with Salesforce Service Cloud
What do you like best about the product?
I appreciate that Salesforce Service Cloud was easy to set up, which likely saved time and effort initially. It simplifies tasks for call center agents, significantly benefiting customer satisfaction. I find the case management feature particularly helpful. Overall, I'm happy with the service and would highly recommend it.
What do you dislike about the product?
I feel that Salesforce Service Cloud could be improved by offering more out-of-the-box functionality. This would help in keeping costs down, which is important for me.
What problems is the product solving and how is that benefiting you?
The product simplifies processes for call center agents, enhancing customer satisfaction through effective case management.
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