Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Salesforce Service Cloud
What do you like best about the product?
I like the queue automation of case management, and love getting the chance to set up omni channel to ensure the right experts are put on the case.
What do you dislike about the product?
I wish I could get a chatbot as part of the Service Cloud setup.
What problems is the product solving and how is that benefiting you?
The abllity to allow us to take information in one place, and identify priorities in the cases.
Amazing experience
What do you like best about the product?
Salesforce Service cloud is super easy to use, very user friendly and easy to understand. The out of the box features are make it really easy to implement and get the users up to speed in no time.
What do you dislike about the product?
The UI can be improved a bit as especially the setup look and feel is outdated. The 1 minute refresh time on all dashboards is a bit annoying when building them.
What problems is the product solving and how is that benefiting you?
Customers can create their own cases, chat with the agents and view the status of their cases. It greatly helps agents to easily interact with customers and provide updates on time.
Transformation
What do you like best about the product?
Service cloud has allowed us to change the customer experience for our service teams. With the integration of knowledge management we have seen an overall increase in quality.
What do you dislike about the product?
The limitation of the fields and occasionally the layout requires a UI developer
What problems is the product solving and how is that benefiting you?
Allowing us the visibility to common requests so we can focus on automation.
Salesforce Service cloud is a top solution in the industry
What do you like best about the product?
It's configurable through declarative tools. There are many tools that help non-programmers build and deliver a solution.
What do you dislike about the product?
Need it to support multiple LoB's. Running into limits rolling out to multiple teams.
What problems is the product solving and how is that benefiting you?
Service customers faster
Service Cloud helps us help our customers
What do you like best about the product?
I love how everything is at your fingertips with Service Cloud. Our Support Reps are able to access all relevant data in one place and quickly respond to questions and resolve issues.
What do you dislike about the product?
If Service Cloud is not set up correctly, it can cause your support reps to spend a lot of time trying to find information.
What problems is the product solving and how is that benefiting you?
Our Support Reps are able to handle emails, phone calls,and chat all from the same screen. It's facing them a lot of time.
Easy to learn, easy to use
What do you like best about the product?
There are a ton of tools out there, but very few that have a community like Salesforce's. People who are experts in their product are PROUD to be experts and will help you whenever you get stuck.
What do you dislike about the product?
It's expensive and sometimes the sales
Reps want to sell you things you don't need to hit their numbers.
Reps want to sell you things you don't need to hit their numbers.
What problems is the product solving and how is that benefiting you?
Call center case management and HR employee case management.
We are able to keep track of customer needs and give them Continuity when they reach out to us, use data to suppress people from marketing who have issues, keep call reason statistics and report on it to see where we can improve.
We are able to keep track of customer needs and give them Continuity when they reach out to us, use data to suppress people from marketing who have issues, keep call reason statistics and report on it to see where we can improve.
Salesforce Service Cloud
What do you like best about the product?
Keeping track of internal ticket issues and troubleshooting with our reports or technology.
What do you dislike about the product?
Sometimes it can be glithcy and the reporting on usage can be a bit more streamlined.
What problems is the product solving and how is that benefiting you?
Managing technical support and user support issues when using our salesforce technologies.
Ecu service cloud review
What do you like best about the product?
All customer data is in there accessible to all users in our organisation.
What do you dislike about the product?
That you can't change categories for one team without changing it for all
What problems is the product solving and how is that benefiting you?
Manage customer interactions through all channels (besides voice)
E2E solution at its best
What do you like best about the product?
Ability to serve customers effectively and efficiently.
What do you dislike about the product?
Lincensing costs impact internal politics
What problems is the product solving and how is that benefiting you?
Case management solutioning
Extremely strong call center and CRM applications
What do you like best about the product?
Cross platform applications
360 degree view of the customer.
Salesforce provides companies a great platform for case management and call center functionality including multi channel case management
360 degree view of the customer.
Salesforce provides companies a great platform for case management and call center functionality including multi channel case management
What do you dislike about the product?
Very little is wrong with it. While there's still some lacking functionally in telephony they make up for it with integrations and connectors.
Some more dynamic layouts would help
Some more dynamic layouts would help
What problems is the product solving and how is that benefiting you?
It's our enterprise service cloud and call center software. We use it for multiple uses including multi channel case management, customer relations and more.
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