We basically use this software for Customer relationship management.
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.
Love Salesforce service cloud
What do you like best about the product?
We have been using this CRM platform since a few year. This is very user friendly, has awesome out of box functionality which is very easy to configure.
What do you dislike about the product?
Not everything is easily customizable and you need to know the tool very well to be able to use out of box functionality
What problems is the product solving and how is that benefiting you?
It's a one stop solution to service our partners and clients and extensively use it for all kinds of communication. We are more productive using the tool with best customer service
Awesome
What do you like best about the product?
Our support loves it, it made their life so much better. Pretty responsive, customizable to individuals needs. Very quick to build and deploy new enhancements.
What do you dislike about the product?
Really everything is so nicely organized.
What problems is the product solving and how is that benefiting you?
We are able to provide very fast customer support to our customers with very high satisfaction score.
Great Platform
What do you like best about the product?
Meets all of our service needs. Easily adaptable as our process change and services grow.
What do you dislike about the product?
Steep learning curve, hard to keep up with the structure sometimes. Need a better understanding of best practices.
What problems is the product solving and how is that benefiting you?
Tracks customer based issues
Very helpful to serve our help desk team.
What do you like best about the product?
Love the Einstein and chatter functionality within the console
What do you dislike about the product?
Case to lead conversion is needed for our business model
What problems is the product solving and how is that benefiting you?
Helping customers
Service Cloud for Utilities
What do you like best about the product?
My organization has been using Salesforce for over 5 years now and it has significantly improved the way we manage our data. No more multiple excel documents to review, formulas to build, power point presentations to put together, to report out on our KPIs. With Salesforce our data is in one place, and shared with the right stakeholders. Collaboration and reporting has never been simpler. Creating dashboards to visualize our data is easy even for a novel user.
What do you dislike about the product?
It would make reporting even better if Service cloud allowed for multiple row level formulas with standard and custom report types. As users get more insights with their data, slicing it down to a more granular level is often desired. Using another tool like PowerBI or Tableau is helpful but it would be more desirable if it were already available in the standard platform.
What problems is the product solving and how is that benefiting you?
The biggest problem service cloud is solving for my organization is collaboration and data management through integrations and customization.
Powerful Customer Support
What do you like best about the product?
Chat features and AI. You can offer support on many different channels
What do you dislike about the product?
setup can be lengthy if you don't know your requirements
What problems is the product solving and how is that benefiting you?
We can now offer several ways for customers to get support and also offer them FAQs without needing to contact us
Empowering customer centric experience of sales force service cloud
What do you like best about the product?
I use Salesforce frequently, but In my extensive career i never used tools like this which is so smooth to use. Apparently I must say it's a game changer in realm of customer service and relationship management. I like some features of this tool which is 360° customer view, omnichannel support, AI powered Automation, case management, Analytics & reporting & customisation and scalability.
What do you dislike about the product?
There are limitations in this tool. Apart from that it comes under high price tag, integration difficulties, for few the user interface can be complex & overpowering.
What problems is the product solving and how is that benefiting you?
The Salesforce service cloud has feature to integrate the call centre with third-party chatbots. So the user experience via Machine is awesome. It can automatically transfer calls.
The Good, bad and ugly of Salesforce Service Cloud
What do you like best about the product?
Personalization, Mobile-compatibility, easy to collaborate, multiple 3rd party integrations, vast documentations available
What do you dislike about the product?
Expensive, UI is dated and looks cluttered, add-ons are required to utilize full potential of the tool, customer support isn't that great
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping automate a lot of customer-facing procedures and simplifying the support process. Our customers get answers to their questions a lot sooner and easily.
Helps businesses manage and resolve customer inquiries and issues
What is our primary use case?
What is most valuable?
It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ.
What needs improvement?
The integrations with other solutions can be improved.
For how long have I used the solution?
I have experience with Salesforce Service Cloud for almost 1 year.
What do I think about the stability of the solution?
The solution is extremely stable.
What do I think about the scalability of the solution?
Scalability is easy for this solution.
How was the initial setup?
The initial setup was difficult and it took almost three months. Subsequently, after the implementation, we had all the processes in place. The standardization of the processes took around six months due to data standardization efforts. From the initiation of process customization, it took us approximately nine months to complete.
There were two individuals involved in the implementation process. One person was responsible for technical implementation, while the other two individuals focused on working within the processes.
What's my experience with pricing, setup cost, and licensing?
I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten.
What other advice do I have?
It is a centralised CRM solution and I would rate it 10 out of 10.
I have around 3 year of experience in service cloud
What do you like best about the product?
I personally in service cloud like account management, case management, flows, Einstein Chatbot, SLA, milestone, micros and knowledge articles it's awesome features to improve the client productivity.
What do you dislike about the product?
As per my knowledge all good not feel like any dislikes about service cloud all features are very awesome and helpful to the client
Thanks you salesforce for making incredible product.
Thanks you salesforce for making incredible product.
What problems is the product solving and how is that benefiting you?
It is very helpful for our clients like the response time while Einstein chatbot means live agent communication to the customer, and provide a streamline support to their customers, provide the lead management and their services.
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