Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Service cloud for case management
What do you like best about the product?
Some of the best aspects of Salesforce Service Cloud include:
- *Omnichannel Support*: Seamless customer experience across channels
- *AI-Powered Chatbots*: Automate routine tasks, freeing up agents for complex issues
- *Personalized Customer Experience*: 360-degree view of customer data for tailored support
- *Efficient Case Management*: Streamlined workflows and automation for faster resolutions
- *Scalability and Flexibility*: Adapts to growing customer bases and evolving needs
- *Integration with Salesforce Ecosystem*: Unified platform for sales, marketing, and service
These features enable businesses to deliver exceptional customer experiences, improve efficiency, and drive growth.
- *Omnichannel Support*: Seamless customer experience across channels
- *AI-Powered Chatbots*: Automate routine tasks, freeing up agents for complex issues
- *Personalized Customer Experience*: 360-degree view of customer data for tailored support
- *Efficient Case Management*: Streamlined workflows and automation for faster resolutions
- *Scalability and Flexibility*: Adapts to growing customer bases and evolving needs
- *Integration with Salesforce Ecosystem*: Unified platform for sales, marketing, and service
These features enable businesses to deliver exceptional customer experiences, improve efficiency, and drive growth.
What do you dislike about the product?
Salesforce Service Cloud offers *omnichannel support*, *AI-powered chatbots*, and *personalized customer experiences* for exceptional service.
What problems is the product solving and how is that benefiting you?
Allowing to establish Omni channel to receive complainants from internal users
Efficient and Insightful, but Costly and Complex: My Experience with Salesforce Service Cloud
What do you like best about the product?
What users like best about Salesforce Service Cloud are its efficiency and productivity through features like a central dashboard and case automation, its 360-degree view of the customer for personalized support, omnichannel communication capabilities, and AI-powered tools that streamline tasks and provide insight
What do you dislike about the product?
Dislikes about Salesforce Service Cloud often center on its high cost, steep learning curve, and complexity
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems like fragmented customer data, slow response times, and inconsistent service by providing a unified platform for customer interactions across multiple channels
Great Omni-Channel Routing, but Add-On Costs Are Frustrating
What do you like best about the product?
Omni channel routing for out agents workload
What do you dislike about the product?
Costs and licenses from the different add on packages
What problems is the product solving and how is that benefiting you?
First call time resolution
Customizable Yet Complex for Life Sciences
What do you like best about the product?
I really appreciate how interconnected everything is with Salesforce Service Cloud, allowing us to manage most of our end-to-end activities efficiently. I also find the built-in dashboards and reports incredibly useful, as they provide valuable insights to our customers.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud quite challenging due to the necessity for extensive customization. This particularly pertains to our life sciences company where the product needs to cater to made-to-order items. The setup process required us to implement a significant amount of customization to align with our specific product needs.
What problems is the product solving and how is that benefiting you?
I appreciate being able to conduct most of our end-to-end activities seamlessly due to the interconnectedness within Service Cloud, enhancing operational efficiency.
Comprehensive Customer Support with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes customer support into a single, intelligent platform. It allows agents to view a complete 360° view of the customer — from past interactions to current cases — which helps deliver faster and more personalized service.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and flexible platform, one challenge is that its complexity can be overwhelming — especially during initial setup or when customizing processes.
What problems is the product solving and how is that benefiting you?
Disconnected customer data:
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Great SLA Management with Milestones, but Lacks Flexibility
What do you like best about the product?
Service centro managememt. To review all agents
What do you dislike about the product?
Case sla management and approval processes are Hard to configure
What problems is the product solving and how is that benefiting you?
It handles all customer interacciones. We are abre to know our cliemt deepky
Dependable Service Desk with Easy Setup
What do you like best about the product?
I find setting up Salesforce Service Cloud easy with the help of Trailheads. I appreciate the chat feature, along with channels and routing, which are very useful. Additionally, the integration with Salesforce Sales Cloud and Jira enhances our work efficiency.
What do you dislike about the product?
I wish the agent bots could be improved to enhance their performance.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage learner complaints, benefiting from its chat, channels, and routing features for efficient issue handling, which enhances our team's responsiveness.
Great Email to Case Feature, But Some Drawbacks
What do you like best about the product?
Email 2 case is very great for communication
What do you dislike about the product?
Its very expensive and not many people in my ecosystem use it
What problems is the product solving and how is that benefiting you?
Connecting with customers for logistics processes
Driving Service Efficiency with Salesforce Service Cloud: Insights from IT Leadership
What do you like best about the product?
1. I appreciate how Service Cloud gives our teams a unified view of customer and partner issues—it helps us respond faster and with greater context.
2. The built-in automation and knowledge-sharing features make a real difference in driving consistency and improving the overall service experience.
2. The built-in automation and knowledge-sharing features make a real difference in driving consistency and improving the overall service experience.
What do you dislike about the product?
Small process change requires significant config changes with too much of admin intervention. This typically slows down the turn around to improve a process.
What problems is the product solving and how is that benefiting you?
Three areas of map t with the service cloud: —Unified Customer View: Brings all customer and partner interactions into one place, improving visibility and response time.
- Streamlined Case Management: Automates routing, prioritization, and resolution to boost service efficiency and consistency.
- Actionable Insights: Provides real-time dashboards and metrics to monitor performance, SLAs, and customer satisfaction
- Streamlined Case Management: Automates routing, prioritization, and resolution to boost service efficiency and consistency.
- Actionable Insights: Provides real-time dashboards and metrics to monitor performance, SLAs, and customer satisfaction
Robust Case Management and Powerful Integration Features
What do you like best about the product?
Powerful integration. One of its key strengths lies in its robust case management capabilities, allowing teams to track, escalate, and resolve issues effectively through features like SLAs, milestones, and automated case routing via Omni-Channel.
What do you dislike about the product?
The user interface, while powerful, can feel cluttered and overwhelming for new agents, often requiring multiple clicks to complete simple actions unless well-customized. The initial setup and configuration can be complex and time-consuming
What problems is the product solving and how is that benefiting you?
It helps with integrating data at one place
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