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.
Easy to use
What do you like best about the product?
Service cloud provides a ton of out of the box functionality to help adopt best practices in contact center operations.
What do you dislike about the product?
It can be overwhelming to understand all of the data model and functionality when customizing.
What problems is the product solving and how is that benefiting you?
Aids in one of our key business processes to reach out to other businesses on behalf of our clients.
Very intuitive
What do you like best about the product?
Native updates, usablility. Also like the generative approach
What do you dislike about the product?
Cost is too high and needs to be more competitive
What problems is the product solving and how is that benefiting you?
Solve for agent deflection
Remote customer supporr
What do you like best about the product?
Being able to suppport customers remotely from call centers using chat, voice calls, bots
What do you dislike about the product?
Some features missing with integrations and different objects for messaging sessions and text messages
What problems is the product solving and how is that benefiting you?
Helping customers remotely, support during non business hours
Intermediate user of Salesforce
What do you like best about the product?
Friendly interface, easy to use. Lots of options
What do you dislike about the product?
Not aesthetically pleasing interface, could be more impressive
What problems is the product solving and how is that benefiting you?
Productivity and accessibility to information
Service cloud review
What do you like best about the product?
The way to handle Case management via salesforce
What do you dislike about the product?
Since costing side is high for small businesses
What problems is the product solving and how is that benefiting you?
It benefits few of our customers by automating they process escalation systems.
Service Cloud
What do you like best about the product?
I like using chatter to interact with the support agent
What do you dislike about the product?
I don't care much for the landing page to choose record type. It could use a better interface
What problems is the product solving and how is that benefiting you?
Tracking common issues and routing tickets for approvals (purchase cases for example). It has saved our company hundreds of emails in the first year alone, allowing for establishing processes, SLAs, etc
Great platform to provide customer service!
What do you like best about the product?
Salesforce service cloud is easy to configure and setup according to our company's needs!
What do you dislike about the product?
Sometimes there are some limitations on what can be visible to certain users and requires tweaking sharing rules.
What problems is the product solving and how is that benefiting you?
It is helping with case resolution time and make sure we proritize the high priorty cases to attend out customer quicker using Incidenrs.
Service cloud user in fintech
What do you like best about the product?
Ease of use for our service agents, applicable use cases in AI and GenAI that serve our specific needs of productivity and scalability.
What do you dislike about the product?
Still need custom development for connecting to our customer account data. Data storage is expensive.
What problems is the product solving and how is that benefiting you?
Guided workflows for agents that are easy to use. Possibility of lots of declarative work so it's easy to maintain.
Allows us to serve members and onboard new members
What do you like best about the product?
With service clad, it is so easy to bill Support processes. Most of my members need access through either web portal or email with Salesforce. It doesn't matter what channel support is needed from. And with workflow when we have a new member created automatically a case is created to assign them their email and other IT system access
What do you dislike about the product?
I wish Rodney were close was a little bit more intuitive
What problems is the product solving and how is that benefiting you?
We don't have many people available to service our members so allowing us to do this remotely at home and 24 hours a day really helps us be in Pike phone responsive
Great CRM, using Service Cloud since 2011
What do you like best about the product?
We started with Salesforce already in 2011.
Platform might look overwhelming, we wanted from the start a platform that could scale no matter which business ideas would come our path, whatever consumer trent / market change.
We wanted to have connected departments able to service our customers with all the insights (having that single customer view) we have around and be able to advice accordingly.
At Bencom we always think at the long run. We decided to go for SF because even if it is about spending few k’s more to avoid headache, hidden cost of change, migration, purchasing multiple systems and maintaining multiple systems.
Platform might look overwhelming, we wanted from the start a platform that could scale no matter which business ideas would come our path, whatever consumer trent / market change.
We wanted to have connected departments able to service our customers with all the insights (having that single customer view) we have around and be able to advice accordingly.
At Bencom we always think at the long run. We decided to go for SF because even if it is about spending few k’s more to avoid headache, hidden cost of change, migration, purchasing multiple systems and maintaining multiple systems.
What do you dislike about the product?
Platform might be overwhelming to start with. Often you think when is the right time to go to Salesforce? Am I too small, is SF too big? Maybe we should wait another year?
What problems is the product solving and how is that benefiting you?
All phone calls routed through Salesforce = clear overview of customer same for email/chat = 360 view
Service reps now only need 1 view, which saves time rather than multiple screens/platforms
Service reps now only need 1 view, which saves time rather than multiple screens/platforms
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