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.
All the things in one place with barely any limits to customization
What do you like best about the product?
I like that we can slice and dice our data as much as we want to. We can create a number of customizations as we would like it to. We can creat custom workflows and automations that our own org / customers need.
What do you dislike about the product?
Costs and sometimes difficulty of managing permissions as a whole.
What problems is the product solving and how is that benefiting you?
Prioratizing issues and providing helpfull feedback to our devs on what issues they need to solve next.
Great configurable scalable platform
What do you like best about the product?
The ability to manage your end to end customer support processes in one platform. The fact that you can use multiple emails to funnel to one case management tool.
What do you dislike about the product?
There are some automation opportunities that can be implemented by default including features to mimimize duplicative cases/accounts.
What problems is the product solving and how is that benefiting you?
The ability to pull chat with customers and live support. Being able to route cases from one group to another (for tiered support models/escalation)
Remote work order assignment is great too!
Remote work order assignment is great too!
We've had Service cloud for five years and are pleased with the service.
What do you like best about the product?
Overall constituent management and continued increases in possibility.
What do you dislike about the product?
Getting objects to talk to each in report templates.
What problems is the product solving and how is that benefiting you?
Providing a holistic view of our constituents.
Service Cloud is great
What do you like best about the product?
Our team uses service cloud to manage cases for our program team. The approval processes and stage profession is very helpful.
What do you dislike about the product?
There are a lot of features that we haven't found use of just yet.
What problems is the product solving and how is that benefiting you?
It's helping us organize and track metrics related to our casework
Product manager
What do you like best about the product?
Automation: Automated case routing and other tools can help direct customer questions to the right person faster.
What do you dislike about the product?
There is nothing that I dislike about service cloud.
What problems is the product solving and how is that benefiting you?
It is helping members amd custome care advocates. We are able to serve our customers
Everything you need to handle enterprise case management
What do you like best about the product?
Service cloud offers a vast customization capability that can support a general support agent flow to the most complex skill-based agent routing Right out of the box. The Case object in SFDC is well structured and can be customized to fit the need of any organization and any volume.
What do you dislike about the product?
Custom development is a requirement to really maximize the ROI of the product.
What problems is the product solving and how is that benefiting you?
Inbound agent routing and customer service requests
Service cloud has been an integral part of solving many business problems
What do you like best about the product?
Service clouds flexibility is amazing. Service cloud allows for customization
What do you dislike about the product?
It can be a bit complex and difficult to navigate as a new admin.
What problems is the product solving and how is that benefiting you?
Managing customer queations
Good job
What do you like best about the product?
The customization ability that is available
What do you dislike about the product?
Reporting limitations that the platform has
What problems is the product solving and how is that benefiting you?
Workload management
Director
What do you like best about the product?
Data driven insights that streamline business process flows ans enhance or value proposition
What do you dislike about the product?
Integration capabilities are limited across
What problems is the product solving and how is that benefiting you?
Accessibility to real time performance data
Absolute Success
What do you like best about the product?
Salesforce Service Cloud excels in integrating customer data from multiple sources to provide a comprehensive view, enabling personalized and efficient service. Its automation and analytics features further enhance case management and performance tracking.
What do you dislike about the product?
Salesforce Service Cloud can be complex and require significant time and resources for implementation and customization.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems related to fragmented customer data and inefficient support processes by centralizing information and automating workflows, which enhances service quality and operational efficiency.
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