Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Use Service Cloud for customer success!
What do you like best about the product?
The out of the box functionality where you can create Case logic helps to track customer interactions. The use cases are limited to your imagination but you can use Service Cloud Cases Management to track customer contact point post purchase or manage internal workflow between service agents and your customers, with everything tracked in Salesforce against the customer Account and Contact data points.
What do you dislike about the product?
If you attach Knowledge articles as a support option then it is important to keep the documentation and up to date for best customer support. This can mean additional investment by the business into internal experts to keep the information available relevant.
What problems is the product solving and how is that benefiting you?
Service Cloud can help customers' problems be resolved quicker and gives power to the agent to resolve them at the first touch point, meaning happier, loyal customers in the long term.
Couldn’t work without it
What do you like best about the product?
Easy to use and well supported the best CRM
What do you dislike about the product?
Lighting is not as smooth as classic could be better
What problems is the product solving and how is that benefiting you?
Global service available and uptime security is also important and reliable other issues are automations and efficiencies that we otherwise wouldn't have had really
Happy client is the best client
What do you like best about the product?
Really nice tool and very customizable for all type of customer needs. It is powerful and key in customer relationship management and has taken our clients CRM's to the next level.
What do you dislike about the product?
Connectivity issues especially when integrated with WhatsApp and Facebook.
What problems is the product solving and how is that benefiting you?
Easy flow with clients, immediate help when required, easy to use and great front end.
Love Service Cloud!!
What do you like best about the product?
Case based management consoles and reporting and dashboards.
What do you dislike about the product?
Speed at which core capabilities are made available in Canada (eg. Einstein solution)
What problems is the product solving and how is that benefiting you?
Case management and improved reporting
Service Cloud streamlines our processes
What do you like best about the product?
We've been using Salesforce Knowledge to help our analysts find relevant information to resolve support cases faster than ever.
What do you dislike about the product?
Everything has been working as expected.
What problems is the product solving and how is that benefiting you?
Finding information faster for internal and external users.
Enabling CSR productivity across tickets
What do you like best about the product?
Multi-case solving:
When a problem occurs and a CSR registers a case, these cases can be connected and concidered one issue. The issue can be solved by bugfixes or knowledge articles, and all connected cases then be automated for their solution delivered to the customer and closed in one go. This saves on time spent to follow up each separate case.
Integrate:
You are also able to build any integrations to and from the platform with regular API with comprehensive and always updated documentation.
When a problem occurs and a CSR registers a case, these cases can be connected and concidered one issue. The issue can be solved by bugfixes or knowledge articles, and all connected cases then be automated for their solution delivered to the customer and closed in one go. This saves on time spent to follow up each separate case.
Integrate:
You are also able to build any integrations to and from the platform with regular API with comprehensive and always updated documentation.
What do you dislike about the product?
Translating knowledge arricles can be a bit of a tedious task. Also the workflow of importing from another system might benefit from some more development.
What problems is the product solving and how is that benefiting you?
Multi-case productivity
Knowledge articles
Self-service portal cases
Email-to-case
Case queues
Knowledge articles
Self-service portal cases
Email-to-case
Case queues
A great platform that I wish I could use to its potential
What do you like best about the product?
The fact that we can service 280k UC employees using the platform and answer their payroll and benefit questions.
What do you dislike about the product?
I feel that we are not using that we are not using the platform to it's full potential
What problems is the product solving and how is that benefiting you?
It helps us manage our inquiries and it allows us to run reports on our historical data
Changingvthe way we run our service department
What do you like best about the product?
It provides complete and meaningful information to our dispatchers and technicians, with an intuitive interface.
What do you dislike about the product?
Not much really. It's such a far cry from the way we previously ran our service business that even the nuances aren't really detractors. If I had to pick a something to dislike, it would be the inability to change certain field names or hide certain information that salesforce needs, but is irrelevant to our business. IE: we use a specific format for work order numbering. Salesforce requires the salesforce work order number to appear in several places which can clutter a user interface with information that is irrelevant to them.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed us to modernize our service work processes, taking what used to be an entirely manual process in an antiquated platform and provide a present day solution along with the scalability and flexibility to keep us relevant in the future.
CRM Journey Continues
What do you like best about the product?
Salesforce has been part of our service DNA for the last decade and we are constantly evolving our business and customer experiences. Salesforce has been a great partner in helping us through this journey and providing solutions along the way.
What do you dislike about the product?
The changing landscape to keep up with technology creates complexity and could use some clarity of which apps are included with Service Cloud versus add-on.
What problems is the product solving and how is that benefiting you?
Overall, Service cloud is helping us to manage all our customer claims through field service
Flexibility to configure business process and build improvements in UX
What do you like best about the product?
Configurability of the platform to implement business requirements and improve UX
What do you dislike about the product?
Licensing midel for users with reasonable lower usage
What problems is the product solving and how is that benefiting you?
Build workflows for various team addressing their buils needs
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