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.
The solution to manage inquiries
What do you like best about the product?
Very cool, easy to handle and accessible any where any place (especially on the go). Viewing of cases have never been easy
What do you dislike about the product?
The setup of SLA timeline need some tweeting especially for weekend and public holidays.
What problems is the product solving and how is that benefiting you?
Handle inquiries from members.
Highly recommended for Great User Experience
What do you like best about the product?
The customisation that Service Cloud allows provide both internal and external stakeholders better user experience and improve efficiencies that are catered to meet our needs and running ground operations. It also allows us to export the required data to perform the required analysis for the caseworkers and management to make informed decisions.
What do you dislike about the product?
As a new user, it wasn't the easiest to navigate around the wide range of features. Time and training are required to familiarise with the product to maximise the features and functionalities.
What problems is the product solving and how is that benefiting you?
Lack of client and family 360 to help caseworker develop a holistic case and intervention plan to support the family. Allows collaboration and co-planning among different stakeholders to develop a plan best in supporting the family.
Excellent, adaptable service platform
What do you like best about the product?
Flexible To meet all our service needs for our evolving customer base.
What do you dislike about the product?
Some features do require significant investement both in time and budget.
What problems is the product solving and how is that benefiting you?
Case deflection for low level items
Solid Product
What do you like best about the product?
Built in features for SLAs and resolution performance make this a solid product offering
What do you dislike about the product?
Assignment rules could benefit from some additional complexity and auto-assign
What problems is the product solving and how is that benefiting you?
Ease of use in config
Deep Integration into existing sales and service processes
What do you like best about the product?
Close connection and integration into Sales and Services processes giving Sales and Service Repa a 360 Customer Experience
What do you dislike about the product?
Still not covering all service workflows like invoicing
What problems is the product solving and how is that benefiting you?
Getting oversight of customer interactions and resolving problems more quickly
New to salesforce cloud but…
What do you like best about the product?
New to salesforce service cloud but it seems like it could fit a lot of my needs
What do you dislike about the product?
I haven't found many issues with service cloud, I think it could fit my purposes well.
What problems is the product solving and how is that benefiting you?
Help desk problems can be solved with salesforce service cloud
Great and easy to use
What do you like best about the product?
Super great and easy to use would recommend
What do you dislike about the product?
Nothing I can think of so far, but will update
What problems is the product solving and how is that benefiting you?
By allowing our reps to easily engage with customers
Salesforce Service Cloud
What do you like best about the product?
As a user of Salesforce Service Cloud, I've found it to be an excellent tool for managing customer support efficiently. The case management features make it easy to track and resolve issues, while automation helps reduce repetitive tasks. The ability to integrate with other Salesforce products and external apps makes the platform versatile and scalable.
One of the standout features is its omnichannel support, allowing us to handle customer inquiries from email, chat, social media, and phone in one place. The AI-powered insights and reporting tools have been incredibly helpful for monitoring team performance and customer satisfaction.
That said, the platform can be complex to set up and customize, and the pricing might be steep for smaller teams. However, once configured, it’s a game-changer for improving both efficiency and the overall customer experience.
One of the standout features is its omnichannel support, allowing us to handle customer inquiries from email, chat, social media, and phone in one place. The AI-powered insights and reporting tools have been incredibly helpful for monitoring team performance and customer satisfaction.
That said, the platform can be complex to set up and customize, and the pricing might be steep for smaller teams. However, once configured, it’s a game-changer for improving both efficiency and the overall customer experience.
What do you dislike about the product?
One thing I dislike about Salesforce Service Cloud is the steep learning curve, especially when it comes to customizing the platform to fit specific business needs. The interface can feel overwhelming at times, with so many features and settings to configure. It also requires a lot of initial setup, which can be time-consuming. Additionally, the cost can add up quickly, particularly for smaller teams or businesses that don't need all the advanced features. While the platform is powerful, these complexities can make it challenging to fully leverage its potential without dedicated resources or external support.
What problems is the product solving and how is that benefiting you?
One problem Salesforce Service Cloud solves for us is managing customer inquiries across multiple channels. Before using it, we struggled to keep track of emails, chat messages, and phone calls, which led to delayed responses and missed follow-ups. With Service Cloud's omnichannel capabilities, all customer interactions are centralized in one place, making it much easier for our team to stay organized and respond quickly. This has significantly improved our response times and overall customer satisfaction, as we no longer lose track of important conversations or have to switch between multiple systems.
Service Cloud
What do you like best about the product?
The customization opportunities and scalability.
What do you dislike about the product?
Nothing at the moment. It's been a great tool.
What problems is the product solving and how is that benefiting you?
Automating processes is the biggest value.
Solution architect in projects
What do you like best about the product?
Amazing platform with advanced tools. Implanted it to many happy customers
What do you dislike about the product?
WhatsApp communication too expensive. Sons clients have other solutions
What problems is the product solving and how is that benefiting you?
Solve complicated service center requirements
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