Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Great for Integration!
What do you like best about the product?
Comprehensive integration capabilities. It allows seamless connections with various systems and applications
What do you dislike about the product?
Customization of LWC standard components can prove difficult
What problems is the product solving and how is that benefiting you?
Allow customers to connects easily with us and track their cases
Service Cloud Review
What do you like best about the product?
It provides omni channel routing, slas and milestones out of the box
What do you dislike about the product?
Implementation requires expertise, it is not as easy as marketed
What problems is the product solving and how is that benefiting you?
Helps triage issues and allows agents to resolve them quickly.
Works good
What do you like best about the product?
What I like about service cloud is the The service bots
What do you dislike about the product?
I do not like that I do not have the service cloud yet
What problems is the product solving and how is that benefiting you?
It's helping solve customer service
Empowering businesses with scalable, intelligent service solutions
What do you like best about the product?
Salesforce Service Cloud offers extensive customisation options, allowing businesses to tailor workflows and processes to their needs. Its automation tools, including AI-powered features, streamline repetitive tasks and boost agent productivity. The platform’s scalability makes it ideal for businesses of any size, adapting to more complex operations as they grow. Additionally, Service Cloud integrates seamlessly with Salesforce CRM and third-party systems, providing a unified customer service experience. Features like the customer self-service portal and knowledge base also help reduce case volumes while improving customer satisfaction.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, its initial setup and customisation can be complex, often requiring the expertise of a dedicated consultant or administrator, especially for larger organisations. Additionally, the platform comes with a learning curve for new users, which may require time and training to fully leverage its features. These complexities can pose challenges for smaller teams or businesses without in-house Salesforce expertise.
What problems is the product solving and how is that benefiting you?
Streamlining case management, reducing manual work, improving customer experience, integrating with other tolls we are using
Amazing case management system
What do you like best about the product?
We use Service cloud to manage thousands of customer cases and allow our support advocates to effectively help our customers.
What do you dislike about the product?
I would like to see a streamlined strategy for using queues, public groups and custom record sharing. More importantly please work on the secondary skill based routing. Tried a new skill based routing with enhanced omni -channel but it didn't quite work.
What problems is the product solving and how is that benefiting you?
We have all customer related cases in Salesforce and it's easy to manage and help with customer needs.
Excellent platform for service agents
What do you like best about the product?
The possibilities to display what is most relevant for the service desk cases using dynamic lighting pages.
What do you dislike about the product?
The workflow builder being allot more technical then expected.
What problems is the product solving and how is that benefiting you?
Getting the right information to service desk agents.
Service Cloud offers many functionalities
What do you like best about the product?
The huge amount of possibilities like omni channel
What do you dislike about the product?
Few feature still not available in Lightning Experience
What problems is the product solving and how is that benefiting you?
Customer support is made easyJet, our agents can work efficiënter.
Overall it is great experience with limitations
What do you like best about the product?
Case management is great , we have lot of support process with different service teams so great to have those different processes. Having multiple case reason and popping up the cases when needed during conversations with customers.
What do you dislike about the product?
One of the feature which was pain point to the service team was the sms communication channel. Lot of failures in sending sms as well as recieving the sms. There is no logging as well for the failures so we find the issue when customers report which looks very bad.
What problems is the product solving and how is that benefiting you?
Resolving the cases and getting the timeline of the conversation helped provide better service and reduce resolution time
Great
What do you like best about the product?
We can manage more cases in less time with the correct case management
What do you dislike about the product?
At This moment all is working great with service cloud
What problems is the product solving and how is that benefiting you?
All questions about our first level services
Great experience and customization
What do you like best about the product?
One of the great things about using service could is it's customozability. Core functions lay a great foundation but then within service cloud I am able to cater and build out as needed for my organization to meet everyone's needs.
What do you dislike about the product?
Some of the custom object data limits to get in the way in terms of customer fields allowed. However this also in turn is a good thing making me re-evaluate and clean up the environment.
What problems is the product solving and how is that benefiting you?
It is solving our internal communication and tracking. By using services cloud we are having all teams working in the same environment and they are able to pull information input by other teams when needed.
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