Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Provide better customer support with Service Cloud
What do you like best about the product?
It allows me to add value to resolve customer service cases more quickly and efficiently.
What do you dislike about the product?
I dislike not to have AI in service cloud yet.
What problems is the product solving and how is that benefiting you?
Service cloud helps us to solve problems with invoice correction and customer service. It helps us to save time and satisfy our customers, which is the most important thing.
Awesome!
What do you like best about the product?
The way that we can relate and prioritize cases
What do you dislike about the product?
Expensiveness and complex implementation
What problems is the product solving and how is that benefiting you?
All my daily cases
Senior Salesforce developer
What do you like best about the product?
The case routing and email routing is fantastic. I also can't wait to implement the new Ai features for service cloud.
What do you dislike about the product?
Expensive and can be complex if you don't know what your doing.
What problems is the product solving and how is that benefiting you?
Case management
Amazing low-code capabilities
What do you like best about the product?
My favorite part about Service Cloud is Omni-channel routing. The power given to low code routing solutions is quite remarkable. Utilizing various service channels, queues, and skills-based routing as well have all been game changers. I'm able to accomplish a lot of complex routing without the need for code.
What do you dislike about the product?
Right now I would say it is automatic logging out of of omnichannel when new browser tabs are opened. We have integrations that sometimes cause new browser tabs to deliver a Case, agents are logged out of their previous tab each time. This causes some frustrations for agents and can harm their time-to-close stats.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us ensure our customers are taken care of promptly across various channels. It empowers our agents to efficiently handle Cases. With faster case resolution, our customer satisfaction improves and leads to more memberships and revenue.
Centralized view increases productivity
What do you like best about the product?
Having a singular, centralized view of the interactions across agents reducing time to help our employee customers. The security of data is extremely important with our internal use case, including protection at a user level.
What do you dislike about the product?
Overall, we have been happy with Service Cloud and will learn more as we continue to roll out other use cases.
What problems is the product solving and how is that benefiting you?
Moving from excel spreadsheets and email, this provides a much more secure environment with our employees around sensitive topics.
Great CRM for customer
What do you like best about the product?
Seamless integration across channels. New GrnAI features are awesome
What do you dislike about the product?
Platform limits can sometime be tough on developers
What problems is the product solving and how is that benefiting you?
Average handle time reduction
Improved performance!
What do you like best about the product?
The data architecture that we had previously didn't offer the modularity that is required for an exanding business that offers nuanced and constantly changing programs.
What do you dislike about the product?
The graphical interface has some limitations which I would like to see improved, but the interface gets the job done!
What problems is the product solving and how is that benefiting you?
As a nonprofit, we have a large membership and offer various programs. We now have the funding to offer educational sponsorship to non-members. Salesforce is fundamentally changing how we do business.
Service cloud for Insurance Group company
What do you like best about the product?
We used SC for managing customer service for 11 cou tries were we had presence and also dealing with policy claims using financial service cloud.
What do you dislike about the product?
Maybe the email to case feature could get improve to have something like a mailing mapping to agents. We needed to implement that using custom objects and some flows.
What problems is the product solving and how is that benefiting you?
Contact center managing and case management tracking.
Service cloud is our go to for customer and tech support issue resolution
What do you like best about the product?
Ease of use, case tracking, console view and app workflow
What do you dislike about the product?
Complexity of initial setup and lack of best practice guidance at bring up
What problems is the product solving and how is that benefiting you?
Customer issue logging, tracking, and resolution. RMA compliance
Service Cloud Awesome
What do you like best about the product?
The automation has saved time with with business processing
What do you dislike about the product?
For me, it is the la knof training available
What problems is the product solving and how is that benefiting you?
Automation of processes
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