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.
Great experience with the product!
What do you like best about the product?
We just started using the product, but I've been extremely impressed with how easy it is to use Service cloud to help increase satisfaction with our customers and donors.
What do you dislike about the product?
I've run into limitations with the reporting aspect of Service cloud, specifically in regard to reporting on customer activities. This could be that I need more training on how to use the product to its full capacity.
What problems is the product solving and how is that benefiting you?
Service cloud is helping our team to have a more wholistic understanding of the customers we are having conversations with. We've found a lot more confidence in conversations.
Smooth Case Management Experience
What do you like best about the product?
Organized case routing based on rep skills and bandwidth
What do you dislike about the product?
Entitlements and Milestones can be difficult to work with sometimes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us to manage our cases efficiently by automatically routing them to the best team
Rely on the 350 view
What do you like best about the product?
Connects me to the 360 view of the customer so I can serve them in a more knowledgeable and efficient manner. I can acknowledge their wholistic relationship with my organization and communicate cross depaetmentally to resolve their issue.
What do you dislike about the product?
Challenge of reporting on service call statistics
What problems is the product solving and how is that benefiting you?
Issues with product orders and questions about training events.
Amazing
What do you like best about the product?
It handlles all the cases seamlessly very easy to track the things altogether at one place
What do you dislike about the product?
As the things are growing rapidly fast and channces to build much more complexity if the developers are not good it going to be the hard for the client
What problems is the product solving and how is that benefiting you?
It helps to fulfill the requirements ofmy clients in different aspects based on the record rypes
Great platform
What do you like best about the product?
Our customer support team thrives with service cloud and it's add on features.
What do you dislike about the product?
Nothing, this tool is very robust and configurable
What problems is the product solving and how is that benefiting you?
24/7 global support model to best support our customers when they need it and how they want it. Automations increase support team effectiveness and productivity.
It’s decent
What do you like best about the product?
I am able to automate my repetitive tasks for the sales team. They used to spend hours on these tasks and now they only spend a few mins. All the historical data is also being portayed on the reports and dashboards.
What do you dislike about the product?
I believe there are a lot of features for service cloud that I have not been able to utilize it. We also have a lot of sales tools integrated with service cloud and the integration could be more admin friendly.
What problems is the product solving and how is that benefiting you?
We have been using it for case management. We are quite a large salesops team who are supporting a large sales org. We use case management to manage our cases, run reports/dashbords to keep track of them.
Customizable and efficient
What do you like best about the product?
Automated case responses and guided workflow
What do you dislike about the product?
Not enough customization for guided flows
What problems is the product solving and how is that benefiting you?
Tracking relationships with contact history
Service cloud transforms business
What do you like best about the product?
The ability to get customer data instantly when working with a customer on an issue.
What do you dislike about the product?
I don't see downsides for using Service Cloud
What problems is the product solving and how is that benefiting you?
Service cloud allows us to assist our customers quickly by having information available if our customers do find the answers themselves
Case management
What do you like best about the product?
Able to service multiple teams in on platform
What do you dislike about the product?
Nothing! Looking forward to AI!! And chat bots
What problems is the product solving and how is that benefiting you?
Case management and customer experience
Knowledge is a foundation for AI
What do you like best about the product?
Knowledge is captured through the enterprise in one location.
What do you dislike about the product?
Knowledge contribution license model based on a central KM team model and not KCS.
What problems is the product solving and how is that benefiting you?
Centralized repository enabling a knowledge sharing community.
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