Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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Increase case resolution by 40% for our clients
What do you like best about the product?
The service team is able to assist clients with faster responses and less back-and-forth communication. Additionally, the field team gets a 360-degree view of the customer.
What do you dislike about the product?
Looking for new improvements with AI. Implementation does take efforts.
What problems is the product solving and how is that benefiting you?
Case Management
Field Service
Field Service
Salesforce service cloud enables our agents to effectively help our customers
What do you like best about the product?
The best thing about salesforce service cloud is the opportunities for customization. We can tailor the experience to our agents' preferences.
What do you dislike about the product?
I find there could be room for improvement with documentation.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helps us provide omni-channel support to our customers for a seamless experience.
Interesting
What do you like best about the product?
Real time info is amazing tool that make a siference
What do you dislike about the product?
Need to dive more in , it is my new expirience
What problems is the product solving and how is that benefiting you?
Be prepared for changes
All in one solution for your callcenter
What do you like best about the product?
Being able to support customers with their enquiries fast and relevant. Enable CTI, set up knowledge and recommendations and you're set.
What do you dislike about the product?
I believe there could be some bettet workforce management
What problems is the product solving and how is that benefiting you?
Enable our callcenter to easily assist customers. Also, the learning curve is minimal allowing for fast onboarding
Align with colleagues
What do you like best about the product?
Service cloud along with sales cloud and other clouds allows service reps to have full view of the customer
What do you dislike about the product?
Service Cloud lacks a standard solution for capacity management and planning for consultants
What problems is the product solving and how is that benefiting you?
Service Cloud helps us manage incoming support cases and route the more complex cases to the relevant experts
New Customer
What do you like best about the product?
New AI /Eibstein features being rolled out for agent efficiency.
What do you dislike about the product?
Thus far the amount of customizations required for Experience Cloud to integrate well with Service Cloud.
What problems is the product solving and how is that benefiting you?
Creating efficiency within the contact centre for agents.
Salesforce Service cloud
What do you like best about the product?
It is a very good service request/customer ticket management tool for organizations of any size. Service cloud provides options to either use routing logic configured in Salesforce or other custom routing logic using AppExchange packages. If we combine Case management with Chatter functionality it allows for bidirectional communication between Customer and agents with ease
What do you dislike about the product?
When using Case management in Service console, it takes more than 5 seconds to load all the details of the case some times resulting in low customer CSAT.
What problems is the product solving and how is that benefiting you?
Service cloud is made the comminication between Agents and customers simplified. It also enabled assigning cases to agent with right skils
Easy to use Case Management
What do you like best about the product?
Its efficient case management and automation features.
What do you dislike about the product?
Complex setup process and steep learning curve initially.
What problems is the product solving and how is that benefiting you?
It streamlines customer support, boosting efficiency and satisfaction.
It’s been amazing for real time updates
What do you like best about the product?
The fact that all work get real time updates.
What do you dislike about the product?
Sometimes there is a glitches that prevent instant updates
What problems is the product solving and how is that benefiting you?
Knowledge base articles that benefit to get issues resolved sonner
Fast efficient service process builder
What do you like best about the product?
As described it is efficient and fast process builder app for servicing any product
What do you dislike about the product?
Service cloud case routing settings needs to be little flexible
What problems is the product solving and how is that benefiting you?
Currently we are migrating to salesforce so all our account and customer information including service provided are at one place
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