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.
Keep all your data organized to serve your customers.
What do you like best about the product?
Salesforce Service Cloud keeps our customer data organized and connected in a way that we can utilize.
What do you dislike about the product?
The biggest negative is that we have so much data and endless possibilities.
What problems is the product solving and how is that benefiting you?
It's allowing our multiple teams to access what they need when they need.
Flexible solution for any business
What do you like best about the product?
It allows our agents to connect with our members in the ways they need. The integration into the salesforce platform is key to allow knowledge articles displayed in a timely matter to help reduce sla.
What do you dislike about the product?
It is a premium product which comes with the price tag you would assume for that. It requires some time to get skilled up and some agents may resist the change from the existing solutions
What problems is the product solving and how is that benefiting you?
Allowing the Omni style solution of directing all channels into one platform is a huge help to our agents. They are more productive being able to avoid switching between multiple applications
Service Cloud is Awesome!
What do you like best about the product?
We love the platform and the ability to have record types and custom fields based on our companies needs! Email to case is amazing and one of our favorite things 😊
What do you dislike about the product?
The email signatures on auto-replies can be a little tricky within our org as they are set within O365. We've made a few adjustments and are using the signatures within Salesforce instead.
What problems is the product solving and how is that benefiting you?
Customer cases can be created from email and assigned to the queue. Our support team has better visibility and is more productive! Case reassignment allows them to easily transfer items to the dev team when warranted.
I like Service Cloud
What do you like best about the product?
It's easy to manage, the UI is intuitive. I find really useful the case management because it's easy to implement and easy to use
What do you dislike about the product?
Sometimes the implementation of soma feature is not so intuitive
What problems is the product solving and how is that benefiting you?
It's helping me to have a more fluent workflow
Excellent product
What do you like best about the product?
Ease of configure for our clients and the ability to integrate
What do you dislike about the product?
The user administration management could benefit from more automation.
What problems is the product solving and how is that benefiting you?
The ability to manage many contacts across multiple departments
Excellent
What do you like best about the product?
Easy to configure and easy for users to adopt
What do you dislike about the product?
You need to have a good team of admins to support it.
What problems is the product solving and how is that benefiting you?
Visibility for our clients and advocates.
Customer experience
What do you like best about the product?
We have customer service for our client in games and media and we get very positive feedback about how fast the resolution are and they are happy about it. Development is easy and it doesn't take much time to learn it the way it is designed.
What do you dislike about the product?
Sometime it gets multiple cases and and doesn't verify the existing cases for the same customer. We need to build some custom logic for it. It would be great if that can be improved
What problems is the product solving and how is that benefiting you?
Customer success is very important and that is our main goal for our gaming clients. Customer needs service and they need fast so solving there problems was our top priority
Great way of managing customer interactions
What do you like best about the product?
The fact that Service Cloud runs on the same data as Sales Cloud, which we also use, is key to ensure we have a consolidated view of our clients interactions. We have several processes running across both.
What do you dislike about the product?
It is a great tool that comes with a lot of configuration options, which sometimes makes it difficult to balance. It requires a well-thought approach to bring its full value.
What problems is the product solving and how is that benefiting you?
Manage our client support processes and service packages in a way that enables us and our clients get a real view of available credits and quality of support provided.
Awesome product!
What do you like best about the product?
The case management solutions are exactly what we needed.
What do you dislike about the product?
I have no clmplaints about the product up to this point.
What problems is the product solving and how is that benefiting you?
Simplicity of handling customer complaints.
Service Cloud is under utilised
What do you like best about the product?
Ease of use on cases, easy to implement, web to case specifically
What do you dislike about the product?
Omni channel is not so easy to implement, can do with improvements and under utilised
What problems is the product solving and how is that benefiting you?
Managing tickets and priority cases are easy to manage and allocate.
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