Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Great for Service Based Businesses
What do you like best about the product?
Allows us to easily track cases and send work orders to our field service technicians.
What do you dislike about the product?
Pricing. Everything is always an added price with Salesforce. It's great and all encompassing, but you have to pay for every add on.
What problems is the product solving and how is that benefiting you?
Allowing our partners and customers to send us issues directly and then allowing us to track that case until it is completed. Definitely speeds up productivity. The less emails we have to send outside of our platform, the better.
Service cloud
What do you like best about the product?
The service console will help the organisation improve their service on their own products. And this will lead to improved business.
Compared to the likely products in the markets, the salesforce service cloud had advantages.
Compared to the likely products in the markets, the salesforce service cloud had advantages.
What do you dislike about the product?
There should be more flexibility for the users.
The initial setup is a bit complex.
should make it more developer-friendly.
The initial setup is a bit complex.
should make it more developer-friendly.
What problems is the product solving and how is that benefiting you?
It helps any organisation to improve their service for the products they own.
Ultimately, the company is going to benefit from an increase in business and repetitive customers.
Ultimately, the company is going to benefit from an increase in business and repetitive customers.
Service cloud User
What do you like best about the product?
Unified customer view
Case management
Automation
Self-service
Case management
Automation
Self-service
What do you dislike about the product?
Performance issues
Limited customization
Support
Limited customization
Support
What problems is the product solving and how is that benefiting you?
for resolving customer issues and resolving their queries salesforce is being used for us
Enthusiastic Service cloudian
What do you like best about the product?
Case assignment automations and phone call automations
What do you dislike about the product?
Nothing as of now.... Everything seems pretty good
What problems is the product solving and how is that benefiting you?
Customer understanding and customer servicing
Best digital engagement tool
What do you like best about the product?
Contact centers that previously used separate tools for each channel can now use Service Cloud to improve the value of the customer experience by comprehensively understanding all information on a single screen.
What do you dislike about the product?
None in particular.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
What problems is the product solving and how is that benefiting you?
Previously, customer interactions were fragmented across different channels. However, with Service Cloud, the entire history is now accessible in real time across all channels. This has led to faster resolution of customer inquiries.
Service Cloud experience
What do you like best about the product?
The ability to track all of my data in one central place.
What do you dislike about the product?
The only thing I don't like about service cloud is the email text maxes out at a certain number of characters.
What problems is the product solving and how is that benefiting you?
The ability to see how much work my team is doing and how much it takes to service our customers.
Customized Service Cloud with Vastly different Business Processes
What do you like best about the product?
Declarative is generally possible for most needs. The standard salesforce mobile application makes it possible to perform all tasks without needing the laptop.
What do you dislike about the product?
Need to incorporate too many different technologies to make Service cloud effective. Lots of extra objects included in the Sevice Cloud offering that do not fit our Business model.
What problems is the product solving and how is that benefiting you?
Service cloud is the CRM front end, integrating to an SAP ERP. The primary role is ease of use for our Service Personnel and allowing them to document / invoice their Service Activity.
Great product that needs more
What do you like best about the product?
It allows us to service our customers quickly and customize our case management well.
What do you dislike about the product?
The classic version required lots of customization to give us the full customer 360 view. The lightning version out of the box doesn't allow us to make an account-centric app -- it's too case-centric. And there are features in the classic console that we use that have disappeared.
What problems is the product solving and how is that benefiting you?
We do all our customer contact through Salesforce.
Service Cloud for Member Support
What do you like best about the product?
We are able to more intuitively route cases based on statuses, esclatations, queues and various routing decisions that we didn't have in our prior ticketing software. We are looking forward to focusing on the member and their issues at hand instead of our case solves. This will paint a better picture of the overall member journey from sales to support.
What do you dislike about the product?
There are only a few features that aren't out of the box we are having to create flows for from an engineering standpoint. One of them being the ability to pend a case for a set number of hours and have it either open up if a member replies or send a nudge to the member letting them know they still have an open case and we are waiting on them for further action.
What problems is the product solving and how is that benefiting you?
This is giving us the ability to minimize systems, instead of having our sales in one system and our customer service representatives in another. We will no longer need to feed information into one system, it will already be available for us to create components and expand upon.
The service cloud has become more powerful with the Einstein Co-Pilot
What do you like best about the product?
It's easy to learn and anyone can use it. It has many unique features that allows user to understand the need and do their job usefully. Service cloud makes you learn about salesforce and work. With the addition of Aegentforce service SLA's can meet on time and efficently.
What do you dislike about the product?
There is nothing to dislike. I think it has not reached to so many people. I think they should reduce the bugs.
What problems is the product solving and how is that benefiting you?
It has Solution and benefit for customer engagement. It has improved the customer relationship management. It has enhanced customer service and support. It provides scalability and flexibility for work
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