Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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great product but a little inconsistent
What do you like best about the product?
Service Cloud is great to have all of our tools to help all of our customers in one place. Once you get the hang of it, it's easy to set up and there's a ton of integrations with other software our company uses.
Customer service is always available and quick to answer which is great.
I truly do enjoy learning new things to implement on salesforce daily.
Customer service is always available and quick to answer which is great.
I truly do enjoy learning new things to implement on salesforce daily.
What do you dislike about the product?
While great, the product is a bit inconsistent especially around omni. We get reports of omni not connecting correctly or timing out frequently.
We recently implemented service cloud voice and it seems like latency between omni and AWS is a frequent issue.
Also the routing between omni and the external routing for voice through AWS does not work well so even though we prioritize calls before cases, the cases always gets routed first because omni is quicker than the externally routed items. We contacted support and there was no resolution.
Also latency between omni and aws connection is still an issue even after the summer 24 release fix.
Getting CCP reports from agents to troubleshoot is tough because sometimes we don't notice until after the call happens while we're reviewing reporting.
While support is always quick to answer, they don't always have a resolution.
We recently implemented service cloud voice and it seems like latency between omni and AWS is a frequent issue.
Also the routing between omni and the external routing for voice through AWS does not work well so even though we prioritize calls before cases, the cases always gets routed first because omni is quicker than the externally routed items. We contacted support and there was no resolution.
Also latency between omni and aws connection is still an issue even after the summer 24 release fix.
Getting CCP reports from agents to troubleshoot is tough because sometimes we don't notice until after the call happens while we're reviewing reporting.
While support is always quick to answer, they don't always have a resolution.
What problems is the product solving and how is that benefiting you?
having all of our tools in one place to help all of our customers globally.
Versatile
What do you like best about the product?
It's fairly easy to mind data and find trends
What do you dislike about the product?
It takes a while to set up. And there is a learning curve.
What problems is the product solving and how is that benefiting you?
Data democratization
Service Cloud has been great!
What do you like best about the product?
Salesforce Service Cloud is a powerful and flexible platform that has significantly improved our customer service operations. The ability to manage cases across multiple channels, like email and chat, makes it easy to provide consistent support. The customizable dashboards and reports are fantastic for tracking performance and spotting trends, which is essential for our data-driven decisions. Automation tools like Einstein AI have saved us time by handling routine tasks and providing smart recommendations. Overall, Service Cloud offers great features and scalability, making it an excellent choice for growing businesses.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful tool, it can be overwhelming to set up and configure, especially for advanced features like automation and AI. The user interface, though customizable, can feel cluttered and unintuitive at times. Additionally, the pricing structure can become expensive as you scale and add more features.
What problems is the product solving and how is that benefiting you?
Brings all of our member together in one spot to easily pull up the needed information and keep a 360 degree view of our members.
Coordinate better service across teams
What do you like best about the product?
Ability to engage all the relevant parties/functions to quickly and effectively resolve customer issues.
What do you dislike about the product?
It is better than our underlying data quality so we can't fully take advantage of all it offers.
What problems is the product solving and how is that benefiting you?
Getting everyone who needs to be involved automatically engaged to work a case.
The best easy way to satisfy your customers
What do you like best about the product?
The best omnichannel experience leveraging all the customer knowledge
What do you dislike about the product?
Need to learn the app, always too many clicks
What problems is the product solving and how is that benefiting you?
Make each of our employees as engaged
Service cloud features
What do you like best about the product?
Service cloud offers the best case management features, knowledge articles for agents to solve repeated customer questions, chat functionalities
What do you dislike about the product?
Omni studio is sometimes slow and we don't use chat bots as much
What problems is the product solving and how is that benefiting you?
We use service cloud for customer self service, we use case management and knowledge
Streamlining Customer Service in no time
What do you like best about the product?
Service cloud streamlines customer service processes, enabling efficient case management and personalised customer interactions. Its capabilities and automation tools stand out, significantly enhancing productivity and customer satisfaction.
What do you dislike about the product?
Some improvements can be done to CTI integration
What problems is the product solving and how is that benefiting you?
Answering customer questions, guide them through the shopping experience.
Best service solution, hands down
What do you like best about the product?
Service cloud is fantastic out of the box for straightforward implementations, but also can be highly customized for more complex applications.
What do you dislike about the product?
The user interface has some limitations but has come a long way in the past few years.
What problems is the product solving and how is that benefiting you?
Clients can get real-time support and feedback from agents and AEs on their loans to better serve their clients and ensure they close deals faster.
Tech service is not rocket science
What do you like best about the product?
Now that we have implemented the service cloud, our tech service organization is working with intelligence and data
What do you dislike about the product?
Reporting could be a challenge without complete knowledge of objects relationships
What problems is the product solving and how is that benefiting you?
Now that I have the skills and capacity of each engineer, it's easy to assign the right person for the right job and from the right location
A robust and extremely scalable solution called Service Cloud
What do you like best about the product?
Service Cloud is fascinating, it is robust to be implemented, with a presence on consumers' preferred channels, it greatly simplifies the day-to-day operation with assignments via Onechannel to the appropriate agents, automatically presenting details of the customer who is contacting, Omni Supervisor allows you to avoid bottlenecks in service and evaluate the team's performance, in addition to the fact that Service Cloud, being surrounded by the Salesforce ecosystem, enables many other resources in terms of security and use of API for integrations.
What do you dislike about the product?
A very useful resource but which presents some obstacles to implementing more complex logic are milestones and process entitlements. It is possible to use Apex to optimize SLA management, but the processing consumption with this practice ends up being higher than it should be, coming very close to reaching the governors limits.
What problems is the product solving and how is that benefiting you?
Service Cloud helps me to make my customer service team available on the channels where my customers are located, allowing me to size the products that generate the most complaints and indicating the customer service segments to which I should pay more attention, in addition to allowing me to assess customer satisfaction.
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