Agentforce Service
Salesforce, Inc.External reviews
7,020 reviews
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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
It works
What do you like best about the product?
Service could helps you to provide the best service to customers!
What do you dislike about the product?
If you do not have an dedicated admin or developer it can be a challenge to set up
What problems is the product solving and how is that benefiting you?
When customers has a issue. It allows me to view the full customer journey at a glance
Salesforce user!
What do you like best about the product?
Makes agent workflows easier, allows agents to focus on real work than busy tasks
What do you dislike about the product?
Too many different processes, features and it's hard to keep track some times.
What problems is the product solving and how is that benefiting you?
Self help and agent help
Service Cloud makes Service Automation trivial!
What do you like best about the product?
The best part of Service Cloud is the case automation! Every step of case management can be automated for a smoother experience.
What do you dislike about the product?
Email-to-case and legacy email handlers can be difficult to debug.
What problems is the product solving and how is that benefiting you?
Service cloud has eliminated the much of the need for manual case assignment and responses.
Salesforce service cloud helps us succeed
What do you like best about the product?
Salesforce Service Cloud integrates various communication channels, including phone, email, chat, and social media, into a single platform. This unified approach ensures that our insurance agents can handle customer inquiries efficiently and provide a seamless experience. By consolidating customer data and interactions, we can offer personalized service and quickly address client needs, fostering stronger customer relationships and driving higher satisfaction.
What do you dislike about the product?
Cost! Salesforce Service Cloud can be expensive, especially for smaller organizations. The pricing model involves various tiers and add-ons that can quickly add up, making it a significant investment and locking you into the platform.
What problems is the product solving and how is that benefiting you?
Service Cloud’s case management features streamline the process of tracking, prioritizing, and resolving customer issues. Automated workflows and intelligent case routing ensure that cases are handled efficiently and by the most appropriate agents.
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