Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service Cloud
What do you like best about the product?
Our users find it easy to use and overall big improvement from our previous CRM.
What do you dislike about the product?
I dislike how service cloud is it is difficult to get users set up.
What problems is the product solving and how is that benefiting you?
Connecting our team of phone agents and salespeople to our customers. It helps ensure each customer has a consistent experience while making sure steps of the sales process are missed.
The true all-in-one CRM
What do you like best about the product?
Firstly, its case management capabilities have streamlined our workflow. The ability to automate case assignment and escalation rules has significantly reduced response times, leading to happier customers and less time spent by analysts.
Service Cloud's robust reporting and analytics tools deserve a special mention. We're lucky enough to have CRM Analytics in our instance which covers all our analytics needs when the already robust native reports and dashboards don't suffice.
Lastly, the integration capabilities of Service Cloud are exceptional. We haven't come across a situation where we couldn't integrate to another one of our systems.
Service Cloud's robust reporting and analytics tools deserve a special mention. We're lucky enough to have CRM Analytics in our instance which covers all our analytics needs when the already robust native reports and dashboards don't suffice.
Lastly, the integration capabilities of Service Cloud are exceptional. We haven't come across a situation where we couldn't integrate to another one of our systems.
What do you dislike about the product?
Due to the great flexibility and customization, there is quite the learning curve and requirement to dedicate personnel to go through extensive training. Due to so many stakeholders within our Salesforce, it can be a challenge to quickly implement changes, as we need to ensure that the changes will not impact other departments.
What problems is the product solving and how is that benefiting you?
It streamlines our customer support processes through efficient case management, reducing response times and improving customer satisfaction. The robust reporting and analytics tools provide valuable insights into our support operations, enabling data-driven decision-making to enhance service quality continuously. Lastly, its seamless integration capabilities ensure our customer data is always up-to-date and accessible across departments, improving overall collaboration.
It needs some work.
What do you like best about the product?
Case functionality is easy to setup, until you get into Omnichannel etc.
What do you dislike about the product?
Omni-channel is not great. Especially when using Voice. Leadership needs more visibility.
What problems is the product solving and how is that benefiting you?
Bringing our support team into Salesforce keeps our teams connected.
Excellent Product
What do you like best about the product?
Service Cloud is hlepful because you can automate process when the client looking for help or new products
What do you dislike about the product?
Sometimes the price is so higher than other products in the IT market
What problems is the product solving and how is that benefiting you?
All the process related with the client from basic Live Chat to complex situations when the client needs specific attention by support analyst
Best customer service product for enterprises
What do you like best about the product?
Service Cloud combined with AI helps you serve your customers right when they need it and your service agents to spend more time helping your customers then searching for answers.
What do you dislike about the product?
Understanding how Einstein comes to its generate conclusions or answers to my questions would be helpful.
What problems is the product solving and how is that benefiting you?
Sales for service cloud combined with self-service channels, helps us deflect or cases and free up for service agents for the most rut work that they used to do
Service Cloud Review
What do you like best about the product?
We migrated from ServiceMax to Salesforce Service Cloud because ServiceMax had too many issues.
ServiceMax Support was poor.
ServiceMax Support was poor.
What do you dislike about the product?
There is nothing that we dislike about Servicd Cloud.
What problems is the product solving and how is that benefiting you?
Case and Work Order assignment and tracking
Service cloud review
What do you like best about the product?
We have been using service cloud since 3years. It helps us to easily manage cases.
What do you dislike about the product?
I'm not a service cloud expert, not able to provide any right feedback on thid
What problems is the product solving and how is that benefiting you?
It helps us to answer customer queries on time, route cases to different reps and team.
Service Cloud is highly effective customer service management platform
What do you like best about the product?
Service Cloud is highly effective customer service management platform. It offers :
1. User friendly interface
2. 360 degree customer view
3. Powerful automation
4. AI driven insights
1. User friendly interface
2. 360 degree customer view
3. Powerful automation
4. AI driven insights
What do you dislike about the product?
Cost is always one of the least limited part about Salesforce products
What problems is the product solving and how is that benefiting you?
1. Multichannel customer support
2. Professional support for customers
3. Skills management
2. Professional support for customers
3. Skills management
Simple, clear. The optimal way to go
What do you like best about the product?
It creates an easy and streamlined way to collect data that allows us to track customer interactions and cases. It is easy to use and understandable to even the non tech savvy
What do you dislike about the product?
Records can get increasingly confusing as more and more nuance is added in, especially for more specific and niche clients. It becomes a mess of information that is not organized.
What problems is the product solving and how is that benefiting you?
It solves the problem of tracking and maintaining cades with customers. It benefits the data collection and speed of getting back to users as they navigate problems.
Service Cloud Review
What do you like best about the product?
Automations, we've migrated a few teams from Outlook to Service Cloud Case Management, and the thing they love most is the automations we can build for them. Some are as simple as sending reminders to agents when cases have been sitting without movement for too long, and others are more complex, involving multiple field updates, data prepopulation and contract retrieval.
We now look forward to adding an agent to the process.
We now look forward to adding an agent to the process.
What do you dislike about the product?
I think there is still room to improve the deduplication of cases especially when customers email multiple addresses set up with email to case. We have tied to educate our internal and external partners on best ways to get the right information, but it always seems like we're battling duplicates.
What problems is the product solving and how is that benefiting you?
Automations are saving our teams a lot of time and having customer communication so easily tracked across all cases in Salesforce, not just the one they're currently working, has really helped our service team understand the breadth of the issue, how to resource it, and when it was appropriate to escalate.
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