Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Utilize daily for service
What do you like best about the product?
The flexibility of the product and consistency
What do you dislike about the product?
Price of the product and limited use in our industry
What problems is the product solving and how is that benefiting you?
We use to concentrate customer engagements in one place
Service Cloud exceeds at all levels
What do you like best about the product?
The ease of customization is great for our fast pace changes that are presented to my team.
What do you dislike about the product?
Since I am a newer user of Service Cloud, I personally haven't encountered any dislikes thus far.
What problems is the product solving and how is that benefiting you?
Customization of the console app to allow our service agents see what they need to when they need to
Great tool and enhancement to any customer oriented organization.
What do you like best about the product?
Salesforce Service Cloud has been instrumental in the transformation and evolution of my organization's customer-facing teams. It has enabled us to be more productive and embrace innovation to deliver better accuracy and response.
What do you dislike about the product?
The price for the licenses is a significant expense for any organization looking to adopt this tool. It is an investment that should be considered with intent.
What problems is the product solving and how is that benefiting you?
It has solved the problem of visibility (or lack thereof) in my organization.
Collaboration the service cloud with slack
What do you like best about the product?
New features we do not have through slack are bringing new selling points to our business in the collaboration with slack through service cloud which we do currently use.
What do you dislike about the product?
Some of the integrations with vonage service cloud voice.
What problems is the product solving and how is that benefiting you?
How agents react with customers to resolve issues.
Great automation abilities with service cloud
What do you like best about the product?
The ability to automate case creation, triage, incorporating AI into resolution suggestions, or using built in features like entitlement management are great.
What do you dislike about the product?
More AI suggestions to prevent manual intervention to resolve cases would be great.
What problems is the product solving and how is that benefiting you?
Able to track requests and surface metrics
Increased time to value
What do you like best about the product?
Time to market and ability to run quicker and shorter development sprints
What do you dislike about the product?
Ai capabilities need to be more mature with the goal of allowing third party llm models to be used
What problems is the product solving and how is that benefiting you?
Helps me out unified customer information in the hands of field agents realtime
I worked SF service cloud many times to my customers. They loved features as a omni-channel etc
What do you like best about the product?
Omni-channel, possibility to connect it with IVR and SCV. Service console and intuitive environment
What do you dislike about the product?
Sometimes m customers was losted with case escalation rules
What problems is the product solving and how is that benefiting you?
Effective case routing cia omni-channel, queues logic, knowledge base with translation, omni-supervisor console, email composer
User-friendly
What do you like best about the product?
Easy to use and easy to figure out what you want to accomplish
What do you dislike about the product?
Getting expensive when quantity of user grow
What problems is the product solving and how is that benefiting you?
Customer service use one platform and resolve their needs
Service cloud is great
What do you like best about the product?
What I like best about Salesforce Service Cloud is its robust customization options and seamless integration with other systems. As a developer, I appreciate how easily I can tailor the platform to meet specific business needs, thanks to its flexibility and powerful APIs. The intuitive user interface makes it easier to manage customer interactions, and the automation features streamline workflows, boosting efficiency. Overall, it’s a comprehensive solution that enhances both productivity and customer satisfaction.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that its learning curve can be steep, especially when dealing with more complex configurations and customizations. While the platform is highly customizable, some of the advanced features require significant technical expertise, which can be time-consuming to implement. Additionally, the pricing structure can become costly as you scale, especially with the need for add-ons and premium features.
What problems is the product solving and how is that benefiting you?
It's solving how to automate business. Salesforce Service Cloud is solving the challenge of managing and streamlining customer interactions across multiple channels. It centralizes communication, making it easier to track and resolve customer issues efficiently, regardless of whether they come through phone, email, or social media. For me as a developer, the platform’s automation capabilities, like case routing and AI-driven support, reduce manual tasks and improve response times. This not only boosts customer satisfaction but also allows me to focus on more complex development tasks, increasing overall productivity.
Easy to use
What do you like best about the product?
To my business need, easy to integrate the data
What do you dislike about the product?
Not yet there, we just exploring the business case
What problems is the product solving and how is that benefiting you?
Still in the initial phase
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