Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Account Executive
What do you like best about the product?
What I like best is its ability to provide a 360-degree view of the customer. It allows businesses to deliver personalized support by centralizing all customer interactions, whether through email, phone, chat, or social media, all into one platform. This enables customer support teams to react more efficiently, anticipate customer needs, and build stronger relationships.
Additionally, its current automation features, such as AI-powered chatbots and workflows, help reduce manual tasks, improving both agent productivity and customer satisfaction.
One of my favorite SF clouds :)
Additionally, its current automation features, such as AI-powered chatbots and workflows, help reduce manual tasks, improving both agent productivity and customer satisfaction.
One of my favorite SF clouds :)
What do you dislike about the product?
1. The platform has a steep learning curve, especially for those who are not familiar with Salesforce. The sheer number of features and customization options can be overwhelming for new users or smaller teams.
2. Service Cloud can be expensive, especially as a business grows and needs more advanced features, integrations, and user licenses. For small businesses, the pricing might be prohibitive.
3. Customization challenges such while it’s highly customizable, making it often requires the expertise of a Salesforce developer, which can add time and costs.
2. Service Cloud can be expensive, especially as a business grows and needs more advanced features, integrations, and user licenses. For small businesses, the pricing might be prohibitive.
3. Customization challenges such while it’s highly customizable, making it often requires the expertise of a Salesforce developer, which can add time and costs.
What problems is the product solving and how is that benefiting you?
1. It consolidates customer information from various channels into one unified platform. It eliminates the problem of scattered data across different systems, improving the efficiency of resolving customer issues.
2. By standardizing service processes and integrating AI-powered tools like chatbots and automated workflows, Service Cloud ensures consistent support experiences. This leads to faster response times, fewer errors, and overall improved customer satisfaction.
3. The platform automates routine tasks, such as case routing, email responses, and knowledge base updates, freeing up agents to focus on more complex issues. This enhances productivity and reduces burnout for support teams
2. By standardizing service processes and integrating AI-powered tools like chatbots and automated workflows, Service Cloud ensures consistent support experiences. This leads to faster response times, fewer errors, and overall improved customer satisfaction.
3. The platform automates routine tasks, such as case routing, email responses, and knowledge base updates, freeing up agents to focus on more complex issues. This enhances productivity and reduces burnout for support teams
Service That Fits Your Needs
What do you like best about the product?
The most beneficial features of Service Cloud are:
- Customize: being able to customize cases to fit the needs of multiple departments and each team can get the information they need specific to their use cases
- Reporting/Analytics: being able to pull information for each team and grow from that information. Each team will have different metrics they want to report on and you can pick apart the data.
- Customize: being able to customize cases to fit the needs of multiple departments and each team can get the information they need specific to their use cases
- Reporting/Analytics: being able to pull information for each team and grow from that information. Each team will have different metrics they want to report on and you can pick apart the data.
What do you dislike about the product?
I believe a pain point for Service Cloud is figuring out how to customize this solution for you. If you don't have experience, it can be daunting, but there is a wealth of information out there as well as Salesforce Communities to figure out all your problems and find the right solution!
What problems is the product solving and how is that benefiting you?
Service Cloud is solving the problem of being able to tailor custom solutions per team as well as self service and first point of contact touch points through chat. It's helps at every point of service.
Love the ease of use
What do you like best about the product?
I like the ability to assign cases to queues of agents.
What do you dislike about the product?
Unclear about pricing structures for ancillary functionality.
What problems is the product solving and how is that benefiting you?
I used this to mock up a solution for the city of Honolulu
Service Cloud
What do you like best about the product?
Salesforce service cloud allows the service users to quickly navigate to the correct screens without making customers wait while they get to the right place.
What do you dislike about the product?
To get it to fit into our processes, it does require customizations.
What problems is the product solving and how is that benefiting you?
It is solving our problem of a single source for data and a place to track calls.
Service Cloud always delivers!
What do you like best about the product?
I love how Service Cloud can pull all customer data together and work with the full Customer 360 to help make informed service decisions and customer experiences. I also love the external integrations we have in place with tools like Slack, Tableau, and other tools
What do you dislike about the product?
Sometimes there is so much possible that it's hard to figure out what's the best feature to implement next to move the needle.
What problems is the product solving and how is that benefiting you?
Helping us manage our overall customer journey from implementation to ongoing support and growth
Service review
What do you like best about the product?
Better Agent Productivity-- easy to use
What do you dislike about the product?
Can overcustomize for users to use but this is more process oriented
What problems is the product solving and how is that benefiting you?
Let's our company work from one app
Overall Service Experience
What do you like best about the product?
The multitasking features, it allows users to handle more than one case at a time.
What do you dislike about the product?
The limited options to prevent over work, we have to customize a lot to fit our use cases.
What problems is the product solving and how is that benefiting you?
Efficiency and allows more calls per car
Elevate customer experience with Service Cloud
What do you like best about the product?
I like how we can integrate multiple channels including social media and WhatsApp for an effective Omnichannel customer experience
What do you dislike about the product?
Not a dislike, but more a limitation in identifying existing accounts with social handles.
What problems is the product solving and how is that benefiting you?
Identifying product complaints quickly and helping our quality team investigate and resolve issues fast
Service Cloud increased efficiency in our call center
What do you like best about the product?
The system recognizes the phone number that is calling and brings up all relevant info for the customer.
What do you dislike about the product?
Our call center creates a lot of duplicate person accounts.
What problems is the product solving and how is that benefiting you?
Serve cloud provides full visibility of the customer journey making it easy to serve our families.
Good tool with massive customization
What do you like best about the product?
The integrations available for service cloud is a tremendous advantage when aligning multiple tools under your main crm
What do you dislike about the product?
The learning curve can be rather steep with a tool made to be as customizeable as possible.
What problems is the product solving and how is that benefiting you?
Speed on customer solutions
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