Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service cloud solves customer issues
What do you like best about the product?
Service cloud can solve multiple different customer challenges at any given point and having an Omni channel type of service really knocks out all of the key problems that you could run into as a customer service agent
What do you dislike about the product?
So one thing I don't like is that some of the crossover effects into service and sales and how licensing works in that regard but otherwise the product itself is outstanding
What problems is the product solving and how is that benefiting you?
We use service cloud voice is our main tool at the Bank to help our customers contact us and get support on a day-to-day basis
Service cloud is the best
What do you like best about the product?
The most helpful thing about service cloud is Omni routing, it ensures SLAs, and removes the job of a "router" and reduces risk of "cherry picking" cases.
What do you dislike about the product?
Live chat transfers for complex skills based routing is not a simple implementation.
What problems is the product solving and how is that benefiting you?
Helping customers resolve time sensitive problems
Powerful tools for streamlining the customer experience
What do you like best about the product?
Powerful tools for automating process that makes the customer experience more streamlined.
What do you dislike about the product?
Like any of these clouds, there's a ton to learn
What problems is the product solving and how is that benefiting you?
Technical support
Great tool
What do you like best about the product?
Case management and connecting it back to account for giving 360 view to sales and maketign
What do you dislike about the product?
Different tools and technology like omni studio makes it difficult to move between clouds
What problems is the product solving and how is that benefiting you?
Case management
Salesforce Service Cloud rocks!
What do you like best about the product?
We've been using Salesforce Service Cloud for many years now. We couldn't have asked for a better platform for case management. Our agents get invaluable insights using Lightning Knowledge to gather all relevant information to close cases faster. Customer information is also available with a single click. Omnichannel is a life saver, it ensures proper routing of our cases to the right agent automatically. And AI features help our agents respond faster with automated replies and help us efficiently identify duplicate cases. Our CSAT scores are higher than ever before. Highly recommended!
What do you dislike about the product?
Pricing is a bit expensive but totally worth it for all the features you get.
What problems is the product solving and how is that benefiting you?
CSAT scores are through the roof. Case volumes have decreased significantly since case deflection techniques are working great.
Large product, endless possibilities
What do you like best about the product?
Service cloud with Flow allows for so many possibilities and easily. Configuration is endless allowing for a business to meet their needs.
The ease of use for our agents and managers allows for them to navigate simply.
Reporting is robust out of box.
The ease of use for our agents and managers allows for them to navigate simply.
Reporting is robust out of box.
What do you dislike about the product?
While configurability is endless, you must ensure that you have a strong understanding of what can be done which can be daunting.
Would like color/highlighting functionality vs using icons.
Would like color/highlighting functionality vs using icons.
What problems is the product solving and how is that benefiting you?
Service cloud is one piece to a larger puzzle. Using this allows our business to view our customers in a 360 views vs having multiple separate systems that do not talk to each other.
Service cloud helps run our business
What do you like best about the product?
New features that become available, reliability.
What do you dislike about the product?
The user interfaces could be a bit more modern looking
What problems is the product solving and how is that benefiting you?
Self service options for our customers
Service Cloud Review -Financial Services Company
What do you like best about the product?
The lightning console allows us to specialize the record experience so that are agents are getting the right information, at the right time for our agents.
What do you dislike about the product?
The use of Omni-channel was difficult on the initial implementation.
What problems is the product solving and how is that benefiting you?
We use Service Cloud for case management for our external customers.
We love Service Cloud!
What do you like best about the product?
We use Service Cloud to empower over 5500 agents to serve our guests. Love the innovation heading around AI as well.
What do you dislike about the product?
I'm not a big fan of how it works with Knowledge Base articles
What problems is the product solving and how is that benefiting you?
Helps our agents have a streamlined and consolidated system to serve our guests
Great addition to our client service
What do you like best about the product?
The best thing i like about service cloud is the great array of way we are enabled to help our customer we use thw omni chanel support to bring the best out for our customer.
What do you dislike about the product?
I wish if there was a simpler way to make ot look more appealing may be like the starter or proffesional edition.
What problems is the product solving and how is that benefiting you?
Makeing our service more streamlined.
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