Agentforce Service
Salesforce, Inc.External reviews
7,020 reviews
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External reviews are not included in the AWS star rating for the product.
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.
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.
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