Agentforce Service
Salesforce, Inc.External reviews
7,030 reviews
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Voice + AI
What do you like best about the product?
Salesforce Service Cloud helps agents to attend requests from the customers on any channel, even voice.
And it is powered by AI, which helps users on answering customers' requests quickly. It means customers are not on hold on a call waiting the agent to find some information, or checking if customer is suitable for a promotion.
Service Cloud already provides all information to the agent, and recommends actions.
Also, Service Cloud helps agents to wrap up the calls, providing a summary of the call and qualifying it.
And it is powered by AI, which helps users on answering customers' requests quickly. It means customers are not on hold on a call waiting the agent to find some information, or checking if customer is suitable for a promotion.
Service Cloud already provides all information to the agent, and recommends actions.
Also, Service Cloud helps agents to wrap up the calls, providing a summary of the call and qualifying it.
What do you dislike about the product?
Extra licenses have to be purchased for every Service Cloud agent.
What problems is the product solving and how is that benefiting you?
Service Cloud offers a transcription of the call conversation. And it can be summarized. So, when agent requires some help from other agent or Supervisor, they already have the information. And the customer doesn't have to repeat her inquiry.
Excellent tool if you want to grow your business!
What do you like best about the product?
Flexibility, user experience, ease of integration.
What do you dislike about the product?
The costs to implement and the implementation costs.
What problems is the product solving and how is that benefiting you?
Integration.
It becomes driving personalized marketing at scale.
What do you like best about the product?
Salesforce Marketing Cloud is a powerful digital marketing platform that allows my businesses to engage customers across multiple channels with personalized campaigns.
What do you dislike about the product?
So, especially in the initial stages of setup and integration. It often requires significant time and resources to fully understand and implement its capabilities.
What problems is the product solving and how is that benefiting you?
Solves several key problems by centralizing customer support interactions, streamlining case management, and improving response times across various channels such as email, chat, social media, and phone. As a marketing director, this benefits you by enhancing customer satisfaction and loyalty, as your team can resolve issues more efficiently and deliver personalized, consistent service.
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
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