Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Service Cloud optimizes customer support!
What do you like best about the product?
Service Cloud provides a seamless experience for our Customer Support teams to support our critial stakeholders - cancer patients, caregivers, donors and more.
What do you dislike about the product?
We love it. No critical feedback. Thank you.
What problems is the product solving and how is that benefiting you?
Seamless access to constituent records - to create and locate historical records. It is efficient.
My Game-Changer: Salesforce Service Cloud
What do you like best about the product?
1. Customer-Centric Approach: Salesforce Service Cloud helped us put our customers at the center of everything we do. Having a 360-degree view of each customer allowed us to provide personalized and efficient support.
2. Empowering Agents: It’s not just a tool; it’s an agent empowerment platform. My team embraced it because it simplified their tasks, allowing them to focus on meaningful customer interactions rather than drowning in paperwork.
3. Knowledge Base Magic: The knowledge base feature has been a savior. Not only does it assist our agents in finding solutions quickly, but it also empowers our customers to troubleshoot on their own. This self-service aspect has reduced our workload significantly.
4. Smooth Integration: We use various tools in our tech stack, and Salesforce Service Cloud seamlessly integrates with them all. It’s like the missing puzzle piece that completes the picture.
2. Empowering Agents: It’s not just a tool; it’s an agent empowerment platform. My team embraced it because it simplified their tasks, allowing them to focus on meaningful customer interactions rather than drowning in paperwork.
3. Knowledge Base Magic: The knowledge base feature has been a savior. Not only does it assist our agents in finding solutions quickly, but it also empowers our customers to troubleshoot on their own. This self-service aspect has reduced our workload significantly.
4. Smooth Integration: We use various tools in our tech stack, and Salesforce Service Cloud seamlessly integrates with them all. It’s like the missing puzzle piece that completes the picture.
What do you dislike about the product?
1. Initial Learning Curve: I won’t deny it - getting started was a bit overwhelming. However, once we invested in proper training and onboarding, the benefits quickly outweighed the initial challenges.
2. Cost Consideration: Salesforce Service Cloud is an investment, especially for smaller businesses. However, I can confidently say that it’s an investment in the future of your customer service excellence.
3. Customization Complexity: Customizing the platform to suit our unique needs took time and effort. It’s not a one-size-fits-all solution, but the flexibility is worth the effort.
2. Cost Consideration: Salesforce Service Cloud is an investment, especially for smaller businesses. However, I can confidently say that it’s an investment in the future of your customer service excellence.
3. Customization Complexity: Customizing the platform to suit our unique needs took time and effort. It’s not a one-size-fits-all solution, but the flexibility is worth the effort.
What problems is the product solving and how is that benefiting you?
As a member of our installation team, you’ve probably experienced the frustration of inefficient communication and coordination. Picture this: you’re on your way to a customer’s location for an installation, but you’re not entirely sure about the specific requirements. You call the office for details, but it takes time to find the right information. Meanwhile, the customer is waiting, and you’re feeling the pressure.
This kind of scenario is all too common. Miscommunication happens, details get lost in the shuffle, and delays occur. It’s stressful for both you and the customer.
Solution with Salesforce Service Cloud - Your Personal Efficiency Booster:
Now, imagine a different scenario. You’re on your way to that same installation, but this time, you’ve got Salesforce Service Cloud at your fingertips. Before you even set foot at the customer’s location, you’ve accessed all the necessary information, including their preferences, previous interactions, and the specific installation details. No need for frantic calls back to the office.
With Service Cloud, you can log updates and notes in real-time, ensuring everyone on the team is on the same page. Dispatching and scheduling are a breeze. You’re dispatched to jobs based on your availability and skills, minimizing delays and maximizing efficiency.
Plus, your customers love it too. They receive automated updates about the installation process, giving them peace of mind and boosting their confidence in your service.
What’s more, you can track your performance and identify areas for improvement through the reporting and analytics tools. It’s like having a personal assistant dedicated to making your work smoother.
This kind of scenario is all too common. Miscommunication happens, details get lost in the shuffle, and delays occur. It’s stressful for both you and the customer.
Solution with Salesforce Service Cloud - Your Personal Efficiency Booster:
Now, imagine a different scenario. You’re on your way to that same installation, but this time, you’ve got Salesforce Service Cloud at your fingertips. Before you even set foot at the customer’s location, you’ve accessed all the necessary information, including their preferences, previous interactions, and the specific installation details. No need for frantic calls back to the office.
With Service Cloud, you can log updates and notes in real-time, ensuring everyone on the team is on the same page. Dispatching and scheduling are a breeze. You’re dispatched to jobs based on your availability and skills, minimizing delays and maximizing efficiency.
Plus, your customers love it too. They receive automated updates about the installation process, giving them peace of mind and boosting their confidence in your service.
What’s more, you can track your performance and identify areas for improvement through the reporting and analytics tools. It’s like having a personal assistant dedicated to making your work smoother.
Best CRM tool in the market
What do you like best about the product?
Ease of use
Flexible to configure
Some of the best reports and dashboards
Flexible to configure
Some of the best reports and dashboards
What do you dislike about the product?
Little complicated to use console
Need some work in the Einstein insights
Need some work in the Einstein insights
What problems is the product solving and how is that benefiting you?
Internal portal for case management
Logging all tickets for employees
Logging all tickets for employees
Very good tool to manage customer service
What do you like best about the product?
I like that service cloud can connect to other dogital channels and streamline the communication with administrative tasks. With the latest Einstein innovation it can significantly improve the productivity of agents.
What do you dislike about the product?
The downside of salesforce overall os that it is so robust that you need experts who you can trust to unlock all the available features. We are strugling with this a lot.
What problems is the product solving and how is that benefiting you?
Automation of tasks, 360 view of customer was not available in 1 place.
Service cloud is a great way to connect to the customer
What do you like best about the product?
All the different options for agents and the business
What do you dislike about the product?
Hard to integrate outr cti with Salesforce
What problems is the product solving and how is that benefiting you?
Allowing for a full view of the client
All features and tools in one place
What do you like best about the product?
Omni channel and supervisor monitoring page
What do you dislike about the product?
Phone channel configuration and integration with external app
What problems is the product solving and how is that benefiting you?
Contact center features in one place. Easy to implement
Service from cloud
What do you like best about the product?
Providing comprehensive services to customers thru various channels
What do you dislike about the product?
Can't complain much as it eases the way to connect with customers thru channel of their choice...phone,email,text..etc
What problems is the product solving and how is that benefiting you?
Helping to connect quickly with customers and having their profiles on screen when in touch with them
Hanuma
What do you like best about the product?
Case management and new features of einstine.
What do you dislike about the product?
If we have Omni channel inbuilt would be better
What problems is the product solving and how is that benefiting you?
Users call to report if there are any issues accessing products
Mast have tool for any Service Rep
What do you like best about the product?
Easy of use, intuitive. Also completely integrated into rhe Salesforce platform, which makes my like as a developer a lot easier.
What do you dislike about the product?
Not really a Service Cloud problem per se, but deploying metadata referencing org-wide email addresses (which we use alot in Service) is difficult.
What problems is the product solving and how is that benefiting you?
Case handling.
From outlook and spreadsheets to organized goodness
What do you like best about the product?
Being able to allow our sales side to see the issues out customers are trying to solve has been a wonderful boon. Additionally cases are far more organized.
What do you dislike about the product?
Base reporting is feels like a neglected product. It's less functional than Excel, Tableau, or other reporting platforms.
What problems is the product solving and how is that benefiting you?
The biggest help is moving us out of outlook and into a coordinated tool. Additionally post help survey integration is great!
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