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.
Service Cloud Does Exactly What it Should
What do you like best about the product?
Service Cloud has always been able to do everything we need it to.
What do you dislike about the product?
It can be a little tricky to get set up initially.
What problems is the product solving and how is that benefiting you?
It is great at chat and case management. Keeping our request intake close to customer data.
Seamless service
What do you like best about the product?
Email to case is set up with ease and only a few clicks and ensures all of our data is held in one central location
What do you dislike about the product?
Case close pages are not available in lightning but very much needed and the email functionality is lacking
What problems is the product solving and how is that benefiting you?
Allows management overview of cases and helps us better serve our customers
Mode of actions with respect to Service Agent
What do you like best about the product?
Case Management or FLS with Entitlement Progress Tracker and Omnichannel Assistance on work routing are most helpful. Also by introducing digital experience to the salesforce platform which is much more helpful by enabling different channels like Live Agent, Whatsapp, Message, etc. to engage with customers for services.
What do you dislike about the product?
I haven't noticed any disliked features in Salesforce Service Cloud. The only thing I can highlight about documents are not enough for learning new feature concepts and need more addressed videos and demo should be more realistic so that onboarding new feature is much easier and user training move faster than usual.
What problems is the product solving and how is that benefiting you?
I'm a developer I have implemented selected features for my client. By using these my business team is able to help customers with faster services like using knowledge articles. It has solutions for 99% of common problems. and live agents will customers solve issues in red point moments. They are happy with Salesforce Service Cloud.
Great Integrations!
What do you like best about the product?
We love the integrations and ability to pool customer insights and service data across the enterprise.
What do you dislike about the product?
The UX is clunky and disjointed with limited customization.
What problems is the product solving and how is that benefiting you?
Not applicable for me at this time
7 customer support teams all in one platform.
What do you like best about the product?
Service cloud has great features like email and web to case. Support tickets flow into our org with ease.
What do you dislike about the product?
List views and queues don't automatically refresh.
What problems is the product solving and how is that benefiting you?
Service cloud allows for excellent reporting and real time tracking of our customer support processes.
Love Service Cloud!
What do you like best about the product?
Service cloud makes the service interactions transparent! It's so easy to quickly get caught up with a cases history!
What do you dislike about the product?
Not enough analytics around service and knowledge articles. Not enough emphasis on the fact that salesforce as a platform is for service teams also.
What problems is the product solving and how is that benefiting you?
Case patterns, training opportunities for clients
A entire universe of features for you to use
What do you like best about the product?
The main deal with salesforce service cloud is that it make possible to automate and provide agents with useful info so you can drive a amazing experience for the customers and inside the company have connected data so every team in company can know what's happening with the customer and how can we serve and offer solutions the better way.
What do you dislike about the product?
of course this many features make it really complex and starting to map process to migrate to salesforce if a big deal, but with the right team you can do it and after that you will get the most of Salesforce!
What problems is the product solving and how is that benefiting you?
the break on data because of the use of multiple or several softwares across company, and the most magical it's that we can adapt salesforce to our needs in a easy way.
One shop solution for all your Customer Success need
What do you like best about the product?
Everything is so seemlessly integrated under one roof whether it's checking the SLAs, setting up Escalation rules, seeing the real time data on Supervisor dashboard or supporting Agents through Knowledge Articles.
What do you dislike about the product?
Case Management can become really tricky if not configured properly by experienced Salesforce Consultants after carefully understanding and considering business requirements. So, that needs to be taken care when choosing Service Cloud as a solution.
What problems is the product solving and how is that benefiting you?
Several aspects of Customer Support, an integration to telephony system, Case management and meeting SLAs have been some of the key areas. Service Cloud defintiely helps any business to improve the revenue and manage a happy customer
Game Changer for Service Organizations
What do you like best about the product?
Service Cloud has revolutionized how we interact with and support our customers. We've unified CRMs over the past few years to one Service Cloud instance. We've leveraged live chat, Salesforce Knowledge, and launched Experience Cloud. Now our customers and our service agents get the information they need, exactly when they need it.
What do you dislike about the product?
I wish we had more SF admins in our company to implement all the great features of Service Cloud we want to implement.
What problems is the product solving and how is that benefiting you?
Getting the data to our agents and customers exactly when they need it. Agents get real time answers and contribute to knowledge which increases productivity.
Proud to support public sector client Salesforce Service Cloud
What do you like best about the product?
Service cloud console brings everything you need to a single screen at the fingertips of the user make it easier to support their clients.
What do you dislike about the product?
It isn't growing fast enough. I mean service cloud is growing at lightning speed. But, I'm always looking for ways to develop applications better and faster for our public sector clients. More and more automations and now AI is picking up speed. We are reviewing road maps of so many exciting future functionality. I'm excited and want it now! Who wouldn't?! The smiles on my clients' faces caused by this amazing technology solving their problems is why I love my job!
What problems is the product solving and how is that benefiting you?
It provides a base template for us to build a console based custom application for our public sector applications and a platform for The support Teams of these applications.
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