Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Easily Support Customers
What do you like best about the product?
We love how easy it has been to setup a global Customer Support team for our customers by providing self-service opportunities through Einstein Bots and a public knowledgebase, as well as making it easy for our Customer Support to manage more difficult problems through Case management.
What do you dislike about the product?
To be honest, I cannot think of many aspects of Service Cloud that I dislike. The only thing I can think of is the overall management of Experience Cloud sites and how it can be a bit clunky to navigate and modify/update the site using the builder.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud allows us to support our customers quickly, and offers ways for them to self-serve their issues without the need to interact with an agent if the problem does not require that level of support.
Continual improvements
What do you like best about the product?
Built into Salesforce platform, Service Cloud gives us the functionality we need to support our customers.
What do you dislike about the product?
Bland out of the box experience. Requires customization
What problems is the product solving and how is that benefiting you?
Client satisfaction
Service made easy
What do you like best about the product?
Empowering our users for self-service is straightforward and extensible using the service cloud platform. Despite other vendors presence in the market, Service Cloud remains distinguished.
What do you dislike about the product?
Any salesforce platform tool has very rigorous guardrails and service cloud is no exception. More declarative and low-code customizations would always be desirable.
What problems is the product solving and how is that benefiting you?
Service cloud is our full contact center solution from first contact through escalated cases and product management. We are constantly iterating on our processes and service cloud is at the middle.
Great suite of products
What do you like best about the product?
Ability to build out a suite of service functionality including chat, experiences, processes, and more to fully accommodate customer needs.
What do you dislike about the product?
Cost to buy add on features and limitations in new functionalities.
What problems is the product solving and how is that benefiting you?
Agent interactions with customers are productive and easy for the agent to navigate.
Adjust to your needs and on the go.
What do you like best about the product?
I Can build and improve it based on requirements from the business. It offers enough flexibility for me to deliver significant product improvements within a short timeframe, ensuring benefits materialise in a short period of time
What do you dislike about the product?
I would like to be able to customise with less dependency on developers and instead with more decelarative work.
What problems is the product solving and how is that benefiting you?
It allows us to have an up to date, state of the art CRM without heavy development investment on custom developed tools.
Rich feature set
What do you like best about the product?
Great out of the box features with powerful UI
What do you dislike about the product?
Can have better dashboards and reports and oob integration with ivr
What problems is the product solving and how is that benefiting you?
Great oob crm
Great platform for business needs
What do you like best about the product?
Salesforce Service cloud helps me manage all my contacts, cases, and accounts in one place.
What do you dislike about the product?
I haven't found anything I don't like about it.
What problems is the product solving and how is that benefiting you?
Case management and enhanced call center
Service Cloud
What do you like best about the product?
The ease of use and collaboration with Sales Cloud. The way Customer 360 is evolving
What do you dislike about the product?
Reports and Dashboards could be better..
What problems is the product solving and how is that benefiting you?
Helps our employees with Knowledge, Case Mangement. Customers with self service. Agents with Omnichannel
Essential tool
What do you like best about the product?
Extremely helpful for our CS team. Increases understanding of the commercial business
What do you dislike about the product?
Sometimes it can be overwhelming
Refresher training is essential
Refresher training is essential
What problems is the product solving and how is that benefiting you?
Management of all cases including root cause, investigation and follow up. compliance with audits
Product Owner of two large implementations of service cloud
What do you like best about the product?
Ease of email to case, phone and chat integrations. Einstein for Service cloud is super helpful for agents responding to customer queries in real time
What do you dislike about the product?
Takes higher learning curve for agents to work swiftly and know how to handle cases unless fully trained. Omni channel not flexible enough to support different set of agents working on different Case record types
What problems is the product solving and how is that benefiting you?
Automated routing, case Entitlement, chats and email to case auto response in individual customer local languages
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