Agentforce Service
Salesforce, Inc.External reviews
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Service Cloud for Customer Success
What do you like best about the product?
Email to case and automated case status updates and responses
What do you dislike about the product?
Interface can be clunky when doing backend configuration
What problems is the product solving and how is that benefiting you?
Any issue with our products can get routed to our customer success team
Service cloud has enabled us to modernize our customer feedback loop in a very short amount of time
What do you like best about the product?
Standard capabilities provide a strong basis for what is needed to encompass the service experience.
What do you dislike about the product?
Customization (be it clicks or code) is almost always needed to truly make field service create the best customer experience.
What problems is the product solving and how is that benefiting you?
It allowed us to move our complaint management on Prem and in the hands of our own developers.
Excellent product
What do you like best about the product?
Service cloud allows for a one stop shop for case logging, chat, knowledge, and customer interactions. Best in class.
What do you dislike about the product?
There can be a training barrier for new agents
What problems is the product solving and how is that benefiting you?
Allows our agents to quickly respond to customer needs and support reporting on how we are doing.
Salesforce Service Cloud Review
What do you like best about the product?
Entitlements and Milestones, for sure! It’s so convenient to track cases and performance using them. Also, with the Winter 24 release, I’m really excited to use the auto launched flow from milestones!
What do you dislike about the product?
It's a hard question! In general, I like everything, but I just want to add that, as a milestone criterion, when using formulas, it doesn't support 18-character IDs. I had an issue with the client where they had case record types, and it didn’t work with the 18-character IDs.
Also, there is a Service Cloud checkbox on the user. I think this should be managed through permission sets.
Also, there is a Service Cloud checkbox on the user. I think this should be managed through permission sets.
What problems is the product solving and how is that benefiting you?
I'm a consultant that implements service cloud to our client.
My client is gathering issues, problems, product feedbacks from the clients as a cases. (Also using Experience site for it) By using milestones they are working in a planned timeline and providing the best service to their clients.
My client is gathering issues, problems, product feedbacks from the clients as a cases. (Also using Experience site for it) By using milestones they are working in a planned timeline and providing the best service to their clients.
360 view makes agents smarter and fastwr
What do you like best about the product?
I love that you get a total view of the Customer. From Sales to service to technical issues
What do you dislike about the product?
It can take a bit to architecture correctly.
What problems is the product solving and how is that benefiting you?
Speed, consustency
Love service cloud
What do you like best about the product?
The ability to help clients through multiple channels and have all customer data in one place.
What do you dislike about the product?
It can be complex and there is a bit of a learning curve.
What problems is the product solving and how is that benefiting you?
Getting customers the info they need when they need it
Service cloud drives
What do you like best about the product?
Automation case creation, assignments, auto response are very helpful features
What do you dislike about the product?
Not all can be done declaratively, still require development for complex logic
What problems is the product solving and how is that benefiting you?
Streamline case process
Very configurable to your needs
What do you like best about the product?
So flexible. Able to use it to solve multiple issues
What do you dislike about the product?
Nothing about the product, it was the Cost of add-on apps, storage, etc
What problems is the product solving and how is that benefiting you?
Centralized customer data and activities
Amazing service tool
What do you like best about the product?
The chat functionality and case management including the Einstein features
What do you dislike about the product?
The knowledge base not being accessible on external websites OOTB
What problems is the product solving and how is that benefiting you?
Customer 360 and quick bot reoslutions
Speedy services
What do you like best about the product?
Helpful resolutions for my team members.
What do you dislike about the product?
Salesforce is not as easy for varied employees
What problems is the product solving and how is that benefiting you?
User interface and general support
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