Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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Service Cloud is a great SaaS product!
What do you like best about the product?
Service Cloud is very customer focused and being a Salesforce Admin has allowed us to leverage the platform easily.
What do you dislike about the product?
Service Cloud can be a bit intimidating and you really have to know what you want to do in order to find the training material.
What problems is the product solving and how is that benefiting you?
Service Cloud is solving our client interaction issues by shortening our call handling times and giving our agents more information to ensure single call resolution.
High promise but lacks some basics
What do you like best about the product?
Having data readily available is incredible and the system can be tailored fairly easily to meet our needs.
What do you dislike about the product?
There are still plenty of examples of what should be simple asks that are not availble (combining data sets, missing functions between classsic and lightning, etc).
What problems is the product solving and how is that benefiting you?
It allows us to have a fully integrated system that is relativly easy for agents to pick up and begin using. The ease of starting using salesforce is incredible.
Service cloud for nonprofit
What do you like best about the product?
Case management and chatter for clients.
What do you dislike about the product?
Glitchy and should be included with sales cloud for nonprofits
What problems is the product solving and how is that benefiting you?
Easy to track customer complaints
Director, Consulting
What do you like best about the product?
Service clod makes customer service seamless and ensures our clients are able to meet their client needs seamlessly. Great product
What do you dislike about the product?
Nothing as of now. I think it's a great product
What problems is the product solving and how is that benefiting you?
Fast tracking member engagement for our clients
Service User
What do you like best about the product?
The platform offers great case management tools, allowing my agents to track, prioritize, and resolve customer issues efficiently. The case feed provides a real-time overview of customer interactions.
What do you dislike about the product?
Finding skilled architects to fully utilize the platform
What problems is the product solving and how is that benefiting you?
Providing a 360 view of the customer
8 years of experience leading Salesforce CoE team as a senior manager
What do you like best about the product?
Ease of setting up case management
Omnichannel
Dashboards
Omnichannel
Dashboards
What do you dislike about the product?
Current chatbot and lack of intelligence
What problems is the product solving and how is that benefiting you?
Contact center case management
Help Desk
Help Desk
Service Cloud
What do you like best about the product?
I like Salesforce Service Cloud for its ability to enhance customer service and automate tasks, making case management more efficient.
What do you dislike about the product?
Setup can be sometimes difficult if you have voice
What problems is the product solving and how is that benefiting you?
Case management
Great e2e built in precessess
What do you like best about the product?
It is a great product, very easy to use and to customize. It has all e2e- case mgt, entitlement, case deflection, kb management, canned comments and more
What do you dislike about the product?
Nothing. It is truely the best sf product
What problems is the product solving and how is that benefiting you?
Contact customers, kb management and deflection, entitlement , asset mgt.
Service cloud helps provide a great experience for the customer as well as the agents
What do you like best about the product?
Easy channel integration, omni- channel routing, super user friendly interface
What do you dislike about the product?
Limits, e.g. Number of cases that are possible to be stored in SF
What problems is the product solving and how is that benefiting you?
Complex routing of customer inquiries, guidance on resolving some complex customer cases, resolution time
Salesforce Service Cloud
What do you like best about the product?
Service cloud is configurable and easy to use. It has useful configured solutions and integration available on apex exchange which speeds up the implementation
What do you dislike about the product?
There is not a good official published information on the best practices and how to leverage out of the box functionality to limit over customizing the app.
What problems is the product solving and how is that benefiting you?
Contact center consolidation for multiple CRM apps
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