Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Service Cloud improves your customers experience
What do you like best about the product?
It enhances customer service experience in an organic way providing a 360 business view
What do you dislike about the product?
I don’t have any features I dislike. It serves its purpose.
What problems is the product solving and how is that benefiting you?
Optimizes communication with contact center agents and customers .
Power of a merge
What do you like best about the product?
We have a complex operations and support organization and we leverage both standard and custom objects to provide the support teams the tools they need to service our customers. We recently merged sales and service which then allowed us to connect prospects to live customers giving a view of the entire customer journey. This allows for personalized support and drives new opportunities. We are excited to explore new AI capabilities to further power our team through consistency and automation!
What do you dislike about the product?
Organizing and standardizing data has presented a problem and connecting SF to external data sources. There are tools we can use but it would be helpful to have more native guidance.
What problems is the product solving and how is that benefiting you?
Creating a single place for all sales and support users to interact to the end goal of supporting our customers throughout their lifecycle. Our performance is growing as we learn to leverage data more effectively
Customer Service or the connected customer
What do you like best about the product?
The length and breadth of features across the service platform and now with AI/Gen AI applied to various points in the service workflow makes it a great product.
What do you dislike about the product?
Nothing really. Need the Generative AI features more rapidly.
What problems is the product solving and how is that benefiting you?
Field Service Innovation, key service metrics across all service areas, generative AI capabilities that enhance agent and customer experience, driving towards business value
Awesome experience
What do you like best about the product?
Service cloud help customer service team serve customer with exeptionql experience and the service cloud always be updated with new technology to help customer
What do you dislike about the product?
Service cloud still lack some feature that should come as out of the box feature for example like Line application connector which is needed by a lot of customer on my country.
What problems is the product solving and how is that benefiting you?
Customer service team use many application to serve their customer. Service cloud enable single view of customer and interation from both voice and non-voice channel
Automate and Eliminate
What do you like best about the product?
The biggest thing I like about service cloud is that as an admin I can create automated emails, case flows and more for my customer service agents to quickly and efficiently eliminate manual work!
What do you dislike about the product?
My biggest dislike is bot conversations are a little difficult without a developer
What problems is the product solving and how is that benefiting you?
We use automated responses and bot to eliminate small tedious tasks and questions from the agents allowing them to work closer on other items
Comprehensive Service Platform
What do you like best about the product?
It integrates with all of our sales and we're able to customize further to meet all our business needs. Out of the box, service cloud gets you up and running quickly and further customization is always available if needed.
What do you dislike about the product?
For those with basic business requirements it may work out of the box but for more complex requirements, will require customization with more advanced developer knowledge.
What problems is the product solving and how is that benefiting you?
It serves as our primary ticketing system, email to case, live chat, and integration with experience cloud to serve as our customer support portal. It was easy to get it setup and fulfilled business requirements immediately.
Exploring Service Cloud for our Retail branches
What do you like best about the product?
That you can have service and sales abilities all in one system!
What do you dislike about the product?
I dislike that we can't hide standard fields
from certain page layouts.
from certain page layouts.
What problems is the product solving and how is that benefiting you?
Improving customer case management, and combining multiple systems into one
Seamless case management and automation
What do you like best about the product?
That it provides a single pane of glass view into all customer cases, issues, problem resultion details, combined with customer 360 and knowledge base articles
What do you dislike about the product?
It will require some new skills to manage case routing and assignment logic, as well as tight license management for operating expense purposes
What problems is the product solving and how is that benefiting you?
Helping to automate the end to end customer case management lifecycle ad well as provide valuable insights to the front office sales teams for account planning purposes
5years of Service clouds
What do you like best about the product?
Great to get a complete service management solution - case creation, assignment, escalations, SLA, reporting and dashboards.
What do you dislike about the product?
Nothing so far .. it has worked well for all my clients so far.
What problems is the product solving and how is that benefiting you?
Improving customer engagement and complaint resolutions.
Great automation capabilities
What do you like best about the product?
I really love OmniChannel. The automatic routing capabilities based on skill is awesome to boost efficiency and the chat functionality where supervisors can provide discreet, assistance while dealing with customers is top tier!
What do you dislike about the product?
I have not sound anything to dislike yet
What problems is the product solving and how is that benefiting you?
Field service and knowledge management
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