Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service cloud exceeds expectations
What do you like best about the product?
Salesforce service cloud sets the standard for what to expect from a customer support product. Performant, scalable, constantly innovated and full of more features than we can adapt to our organization, it provides everything we need and more.
What do you dislike about the product?
The product has become vast and it is complex to understand it all. Navigating it well requires engaging knowledge resources.
What problems is the product solving and how is that benefiting you?
We use it for multi channel customer support on warranty services, and also for internal help desk processes.
Wonderful experience
What do you like best about the product?
Service is very good and scalability is unmatched.
What do you dislike about the product?
Prod support time should be shorter and prompt.
What problems is the product solving and how is that benefiting you?
Email communications to the students
Allows Service To be Taken To Next Level
What do you like best about the product?
Service Cloud has allowed us to enable an omni channel experience that is seamless, connected, and efficient. Allowing us to prioritize our member issues and touchpoints effectively.
What do you dislike about the product?
License cost is high and for large organizations requires a lot of setup and architechture to be efficient. Still probably the easist CRM tool to do that with but it is still a hurdle.
What problems is the product solving and how is that benefiting you?
Customer 360 degree view and allows us to mix phone, chat, email, and cases together. Also allows us to implement omni channel AI technologies.
Our organization is just starting to tap into the power of service cloud
What do you like best about the product?
We are also using marketing cloud and health cloud
What do you dislike about the product?
Nothing at the moment as we are just starting to utilize
What problems is the product solving and how is that benefiting you?
Helping bridge the gap between sales and service users
All in one
What do you like best about the product?
It was all features in a single view to be able
What do you dislike about the product?
You cant have separate priorities for different channel queues
What problems is the product solving and how is that benefiting you?
Pre
Maximum satisfaction for customers
What do you like best about the product?
Multichannel capabilities, the application of AI, and how easy it is to set everything up
What do you dislike about the product?
Nothing, I like everything! If I had to say something, the price of the licenses.
What problems is the product solving and how is that benefiting you?
Respond to the client in record time, facilitate the work for the contact center agents
I implemented Open CTI to streamline my users' operations.
What do you like best about the product?
I like the fact that I can quantitatively observe the productivity gains with Salesforce Service Cloud.
What do you dislike about the product?
I would like to see an easy transition from the Classic email template to the Lightning email template.
What problems is the product solving and how is that benefiting you?
By linking with CTI and PBX, we are able to answer customer inquiries quickly and efficiently.
Service cloud let's us consolidate all our data into a single console for easy use.
What do you like best about the product?
Being able to use and access all user data from a single console is extremely nice and saves us time needing to go to different pages and having load times just to find what we need. We can also use Omni-channel to get the right agents to help with whatever issue the customer may have.
What do you dislike about the product?
There isn't really anything that I dislike about sales cloud. So far it has been an amazing tool that I will keep using in the future.
What problems is the product solving and how is that benefiting you?
Letting users handle small cases themselves with the power of AI and even direct them to Knowledge articles for them to be able to learn and solve their own problems so that we can spend more time on the important matters. If we are unable to help them solve it themselves we can direct it to an agent that actually can help them to get it resolved quickly.
Game Changer for Customer Service
What do you like best about the product?
360 degree customer view - it is easier to understand customer history and preferences, which means we can offer more tailored support.
Service Cloud Voice - It combines phone and digital support in one unified platform.
Service Cloud Voice - It combines phone and digital support in one unified platform.
What do you dislike about the product?
Learning curve for new users. Though ecosystem is powerful, it can be a bit overwhelming for those unfamiliar with Salesforce, requiring significant onboarding and training time. However, once our team became familiar with the system, it significantly enhanced our customer service capabilities.
What problems is the product solving and how is that benefiting you?
Using Omni Channel - We could route the cases and Chats to the available Correct Agents automatically.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
Awesome Service cloud !!!
What do you like best about the product?
Case management and SLA process along with AI
What do you dislike about the product?
Interface for Service agents could be better
What problems is the product solving and how is that benefiting you?
Help the customer with order, billing and delivery issues
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