Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service cloud for Contact center
What do you like best about the product?
Case management, event tracking and utilizing customer 360 data to serve the customers are the most useful when it comes to contact center implementation
What do you dislike about the product?
AI advancement and feature to take actions on data to serve client effectively in a timely manner. Agentforce seem to have a lot of these potential!
What problems is the product solving and how is that benefiting you?
Lost wallet, service issues with FSI client alongside streamlining customer 360 data to fuel service conversations.
If you work cases, you want service cloud
What do you like best about the product?
Like any other solution within salesforce, the power of case management in service cloud is the fact that it's in salesforce. It makes reporting and associating records easy and allows for process growth and refinement.
What do you dislike about the product?
I feel orgs do not know how to utilize email to case in a way that is manageable, one of those good in theory but poorly executed strategies. This is an area that a lot of training and resources could be lent.
What problems is the product solving and how is that benefiting you?
the problem of understanding what issues are being solved by what process. Having all of that information in salesforce allows us to continue to refine our support.
Service Cloud: A Great Solution for support solution
What do you like best about the product?
Service Cloud allows for the consolidation of data across various channels. Allows us to have a 360 view of all our stakeholder/ employee interactions from their support requests to needs related to data.
What do you dislike about the product?
Lack of control around integration of data.
What problems is the product solving and how is that benefiting you?
Requests for needs and challenges
Best customer support experience
What do you like best about the product?
The ability to integrate with presales and post sales experience to provide best customer support
What do you dislike about the product?
The user experience could be better in my experience
What problems is the product solving and how is that benefiting you?
Case management
SalesForce Service Cloud review
What do you like best about the product?
Salesforce Service Cloud elevate customer service and maximize productivity, resolve tickets/cases faster which makes our people happy.
What do you dislike about the product?
I can't think of any right now.
I like using it
I like using it
What problems is the product solving and how is that benefiting you?
Tech support
Customer satisfaction
What do you like best about the product?
Customer adaptability and able to sync with processes where revenue is the key factor for business growth. implementing the CTI with the cloud was challanging but worth spending the time and efforts
What do you dislike about the product?
Ligthning piece slows it down at time and third party apps are not fully compatible while switching between classic to lightning. Or vice versa for development asks
What problems is the product solving and how is that benefiting you?
Service management, call management and distribution and territorial management for a user group varies from 15 to 500 based in different timezones.
Easy to implement and powerful
What do you like best about the product?
All the things! Case object, email to case, Knowledge, flows, email.
What do you dislike about the product?
Nothing. It currently meets all of our needs
What problems is the product solving and how is that benefiting you?
Knowledge with Experience Site let's us host knowledge externally for our clients so they can Help themselves!
Customer view at your finger tips
What do you like best about the product?
Relating cases and issue with accounts so the knowledge can be shared across the company with service and account managers.
What do you dislike about the product?
Lack of robust reporting. The business often requests reports around cases and historical queue ownership which are difficult to provide.
What problems is the product solving and how is that benefiting you?
Case deflection with delft service knowledge articles and lower AHT with out-of-the-box automations.
Review for service cloud
What do you like best about the product?
It is user friendly and intuitive. Cases are processed and routed to departments seamlessly
What do you dislike about the product?
It is not an easy task currently to interface with other systems like updating records in another produce
What problems is the product solving and how is that benefiting you?
It is one central place where customers can get help or highlight issues to the agency
Service Cloud
What do you like best about the product?
email to case response feature which comes OOB
What do you dislike about the product?
UI is not great and intuitive as other tools
What problems is the product solving and how is that benefiting you?
It's helping us to solve the problems of our external and internal customers
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