Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Service cloud has vastly improved our support processes
What do you like best about the product?
The seamless ability to manage case volume and ensure cases are handled by the correct reps is our favorite feature.
What do you dislike about the product?
Load times could be improved. Am anxious to see how agents affect the service cloud experience too.
What problems is the product solving and how is that benefiting you?
Case handling, volume and closure are our best use cases.
Easy to use
What do you like best about the product?
It's easy to configure and use. It's helpful to have a starting point with status and such but it's also incredibly easy to customize it to your businesses needs.
What do you dislike about the product?
It's difficult for our users to merge cases so our case numbers are often inflated.
What problems is the product solving and how is that benefiting you?
Encouraging self service for our clients
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud helps me to manage all 3 of my Customer Support Teams. Using the Kanban view, I can see the status of open cases for all 3 teams and can provide feedback to assist agents with managing and closing cases quickly.
What do you dislike about the product?
Managing cases takes a lot of clicks, even with dependencies in place. Admittedly, this may be minimized by the use of AI.
What problems is the product solving and how is that benefiting you?
I manage 3 support teams: Customer Experience, Technical Support, and Order Management. Salesforce helps me to assist all 3 teams with managing cases, run reports, and keep executives updated on case management. I also manage Leads, Campaigns, and a Partner Program. Service Cloud helps me to connect support cases and customer orders to partner and end-user accounts. And helps me to make this information available to my Field Sales and Engineer Teams which creates a full 360 support via phone, email, chat, and in-person.
Service colleagues send in good leads
What do you like best about the product?
Easy to use and upload leads by the colleagues out in the field.
What do you dislike about the product?
Not a full user so the available functionailites are good for me.
What problems is the product solving and how is that benefiting you?
Bringing in more data on customer satisfaction
Love using service cloud!
What do you like best about the product?
The functionality for routing, skills, cases.
What do you dislike about the product?
That I am not currently using it at my company I am at.
What problems is the product solving and how is that benefiting you?
Chat was awesome to implement and very helpful. So was knowledge
360° customer cases view
What do you like best about the product?
I love how Service cloud can be used to resolve cases in different ways, in little time
What do you dislike about the product?
I work in the Construction industry and it's not easy to customize.
What problems is the product solving and how is that benefiting you?
Multiple queues for different cases
Don't sell to customers with open cases
What do you like best about the product?
For me the benefit of service cloud that stands out is getting the sales and service teams more integrated in servicing customers.
What do you dislike about the product?
The thing I dislike about service cloud is that it takes time to configure
What problems is the product solving and how is that benefiting you?
The main problem being solved with service cloud is getting a more complete view of the customer
Service cloud
What do you like best about the product?
Very rapid responses and ease of use for end users
What do you dislike about the product?
The configuration isn't easy anymore. Develop and maintenance can be a pain
What problems is the product solving and how is that benefiting you?
Rapid resolution of patient cases and response.
Service Cloud review OSH
What do you like best about the product?
It is user friendly and low code environment
What do you dislike about the product?
Cases can be a bit confusing to customize
What problems is the product solving and how is that benefiting you?
It helps our call center agents utilize cases
It been good
What do you like best about the product?
Staying connected to the customers and solving problems.
What do you dislike about the product?
None it works fine for us to connect with users.
What problems is the product solving and how is that benefiting you?
Managing complaints of users
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