Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Salesforce Service Cloud: A Game-Changer for Our Customer Support
What do you like best about the product?
I really like how Salesforce Service Cloud brings together powerful automation and integration tools in one platform. Features like Entitlements and Milestones are super helpful for keeping track of customer cases and making sure everything stays on schedule. Plus, it’s great how you can customize workflows to fit specific business needs, and integrating with other apps has made our customer support process much smoother and more efficient.
What do you dislike about the product?
The platform is really packed with features, but that can also make it hard to get started, especially for newer users. Some advanced features, like setting up milestone criteria with formulas that use 18-character IDs, can get tricky and sometimes need developer help. Also, I think some admin tasks—like managing permissions—could be improved by using permission sets instead of checkboxes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has really helped us simplify how we handle customer inquiries by providing a central hub for managing cases across different channels. Milestones have been great for keeping things on track and ensuring we provide the best service possible. The automation features save us a lot of time by cutting down on manual tasks, letting our team focus on solving more complex issues. Overall, it’s made us much more efficient and improved customer satisfaction.
Pricey, but worth it
What do you like best about the product?
The Service Cloud team has done an excellent job at creating a product that, more or less, encompasses every single thing you would ever want from a service console. I've managed teams that handled anywhere from 100 to 5,000 service tickets per month and Service Cloud was indispensable in keeping the teams on track, providing reports for executives, ensuring KPIs are met (and tracking meaningful KPIs) - it can do it all.
What do you dislike about the product?
Salesforce is a little overkill for smaller companies. I currently work for a startup and we're only able to use about 20% of what we're paying for. That said, it's worth the money to start with Salesforce and grow versus start elsewhere and transition later.
What problems is the product solving and how is that benefiting you?
Our clients are spread across the globe but we're not big enough to support 24/7 support. Service console scrapes our knowledge base, I can fees it our documentation, and as more tickets get registered the smarter it gets. Having a solution that allows our clients to easily search for answers or create a ticket while the support team is offline, and have that ticket be prioritized + assigned automatically, is huge.
Perfect solution for contact center
What do you like best about the product?
Omnichannel; 360 view of customer data... case management and reporting part
What do you dislike about the product?
Sometimes integration with CTI is very hard
What problems is the product solving and how is that benefiting you?
All information in one place. Increasing productivity of agents
Streamlining customer support calls and maximizing efficiency
What do you like best about the product?
Customers get immediate help with their issues, while freeing up our support agents' time to focus on more complex issues without being bogged down by minutia
What do you dislike about the product?
Salesforce Service Cloud may have a steep learning curve, and users may find it difficult to grasp all of its features at first but the payoff in the end is worth it!
What problems is the product solving and how is that benefiting you?
Contact centres are coming under significant pressure as online activity increases and high-volumes of customer inquiries become normality. Service Cloud efficiently organises and deals with processes within our customer support department to streamline support cases
Comprehensive Review of Service Cloud
What do you like best about the product?
Case management, omni channel, automation tasks, knowledge base, customizable and scalable
What do you dislike about the product?
high pricing, time consuming customizations.
What problems is the product solving and how is that benefiting you?
Seamless integration of salesfroce with multiple channels through omni channel,automation using AI tools and decreaing response time, customer satisfaction
Solid CRM that serves as Single Source of Truth
What do you like best about the product?
Highly customizable and scalable solution.
What do you dislike about the product?
Because so robust can be a challenge initially for some to adopt.
What problems is the product solving and how is that benefiting you?
Able to be our Single Source of Truth for all business data. Eliminated multiple other platforms.
Service Cloud Review
What do you like best about the product?
Easy integration across mutliple application
Consolidation of sales operations worldwide
Consolidation of sales operations worldwide
What do you dislike about the product?
Non tech savvy users may require more time to be onboarded
What problems is the product solving and how is that benefiting you?
One platform to view all information
Great for our call center
What do you like best about the product?
Omni channel to help with all our work routing
What do you dislike about the product?
The extraordinary high cost of service cloud voice
What problems is the product solving and how is that benefiting you?
Routing cases on priority, automate using API with other system
nice
What do you like best about the product?
Smooth and efficient response to contact centers and customers. Staff utilization will be reduced.
What do you dislike about the product?
Nothing notably difficult to use, but I don't think it can be utilized to its fullest without the introduction of AI.
What problems is the product solving and how is that benefiting you?
Much faster time to solve customer problems and provide customer success stories
The Best Service cloud App
What do you like best about the product?
Though the customer journey mapping in the Sales for service cloud
What do you dislike about the product?
Limited customization available on the Sales Force consul layouts
What problems is the product solving and how is that benefiting you?
it's helping us with the case management and tracking the agent calls for service channel management
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