Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great Service Coverage, But Lacks Real-Time AI Market Insights
What do you like best about the product?
Service business coverage, ability to do business with service team easily
What do you dislike about the product?
Need AI applied on top for real time market insights
What problems is the product solving and how is that benefiting you?
Srvice agents issues handled quick
Easy and Flexible, but Missing Something
What do you like best about the product?
I think it is very Easy and flexible to use
What do you dislike about the product?
The pricing is high and it was lacking features in the past. That is now resolved
What problems is the product solving and how is that benefiting you?
Put customers want to be able to contact us when things are not as expected
Service Cloud Saves Time and Money, but Needs Better Marketing Integration
What do you like best about the product?
The best thing about Service cloud is that this product helps our team and our client to save money and time with all process
What do you dislike about the product?
I believe the Service Cloud ought to be integrated with Marketing Cloud so that communications can be sent automatically.
What problems is the product solving and how is that benefiting you?
Is helping me to accelerate digital transformation on mu contact center
Efficient Customer Support with Salesforce Service Cloud, but Complex Setup and High Costs
What do you like best about the product?
Salesforce Service Cloud streamlines customer support through case management, automation, and omnichannel tools. I like how it gives a complete customer view, enabling faster resolutions, personalized service, and improved customer satisfaction.
What do you dislike about the product?
Some configurations can be complex and time-consuming. Licensing costs can add up, and performance may slow when handling large data volumes or heavily customized setups.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer interactions, automates case handling, and provides agents with full customer context. This improves response time, boosts efficiency, and enhances overall customer satisfaction through consistent, personalized service.
Effortless Setup and Stellar Case Management
What do you like best about the product?
I love how easy it was to set up Salesforce Service Cloud. The integration of past information from our Salesforce platform was seamless, which made the transition smooth. The efficiency in case management is phenomenal; it empowers our service reps to handle more cases swiftly with all information readily available. The feature that allows us to access the history in service records is invaluable, helping us diagnose current issues based on past customer interactions. This capability enhances our involvement with customer accounts, making clients feel valued and understood. Overall, the ease of use of Salesforce Service Cloud is a major reason I would consider purchasing it again.
What do you dislike about the product?
I find the look and feel of Salesforce Service Cloud could be improved.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud improves our case management efficiency, letting service reps handle more cases with all information readily available, enhancing customer satisfaction.
Enhanced Efficiency with Salesforce Service Cloud
What do you like best about the product?
I appreciate how Salesforce Service Cloud reduces manual intervention, minimizing risks that could negatively affect customer experiences. I also enjoy the route optimization feature, which enhances efficiency in operations. Optimizing Salesforce has significantly improved our ability to utilize its features effectively.
What do you dislike about the product?
I find that the automation capabilities are limited, particularly in integrating voice interactions with Salesforce Service Cloud for both inbound and outbound communications.
What problems is the product solving and how is that benefiting you?
I find that Salesforce Service Cloud reduces manual intervention, minimizing risks that could impact customer experience, streamlining logistical and service-related tasks.
Efficient Support Management with Service Cloud and Seamless Knowledge Integration
What do you like best about the product?
We use Service Cloud extensively in our Salesforce org to manage support cases from our customers and implementation partners. My partners can raise cases and also our customers. We also use Salesforce knowledge which is part of Service Cloud for all of our help documentation. It’s very easy to update the documents inside of Salesforce and have them published on our partner portal unexperienced cloud. I easily add articles and can edit them. It connects easily so that a customer via email can create a case automatically in service cloud or via the customer portal. In our partner portal a partner can see their cases.
What do you dislike about the product?
I find editing documents in Salesforce. Knowledge is okay but it would be great if we could use Mark up. We have styling in there but it just doesn’t have enough choice.
What problems is the product solving and how is that benefiting you?
As a software as a service, CUSTOMER, we have to provide support to both our implementation partners and our customers alike. Service cloud allows us to run this efficiently out of our salesforce Org.
Versatile Features Make This a Standout Product
What do you like best about the product?
Versatility of features and ease of configuration and maintenance.
What do you dislike about the product?
Not much really. I can't think of a single thing.
What problems is the product solving and how is that benefiting you?
Case ticketing system and routing.
Has helped us streamline support
What do you like best about the product?
We were already using sales cloud for many of our operations but our IT support was isolated in a separate system. We love how it connects with all our data in sales cloud and creates visibility for all teams on both sides. It has also allowed us to improve ticketing for external customers but slows our account management team to manage and see requests.
What do you dislike about the product?
Does take some initial skill to get going we had to work with a partner so does have some upfront start up costs.
What problems is the product solving and how is that benefiting you?
It has allowed us to consolidate our IT help desk into one place for both our internal IT support ticketing as well as support tickets for IT from external customers. We have also been able to leverage it for our a client success teams to track other non IT support needs in one place.
Great for Case Management, but Needs Better Duplicate Prevention
What do you like best about the product?
Case management and managing the lifecycle of a case.
What do you dislike about the product?
Duplication of cases before a response has been issued. Would be great if the system could prevent this from happening.
What problems is the product solving and how is that benefiting you?
Consolidating all member communications into one location.
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