Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Ideal for Managing Sales, Would Change Language Support
What do you like best about the product?
I love the sales process of Salesforce Service Cloud, which is fundamental for us and motivates us to purchase it again. Additionally, the initial reports and sales funnels, along with lead management, are tools we use daily and find extremely useful.
What do you dislike about the product?
What bothers us the most is that we cannot put it in Urdu.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves account sharing issues and provides clarity for taking action on leads. We use initial reports and sales funnels daily, improving our sales process and lead management.
At the core of service transformation
What do you like best about the product?
Service Cloud enables me to deliver a fast and impactful service transformations for my clients. It contains the technology I need such as productivity tools to automate processes and extensive reporting capabilities to deliver insights to agents, supervisors and management.
What do you dislike about the product?
The ability to see when there are updates to a case when a customer responds to an email is missing and it would be great to have this visibility in queues and list views
What problems is the product solving and how is that benefiting you?
It delivers a great case management solution in connection with the sales and marketing platforms to have one view on the customer relations. Delivering on Service Cloud is accelerating the transformation and it improves the operational performance and customer satisfaction for my clients.
We selected Salesforce as our first legitimate CRM
What do you like best about the product?
The holistic experience of knowing everything and accessing everything on our constituents in a single place, with automations to alert agents and clients, plus the potential of AI to add insights we may not have seen on our own.
What do you dislike about the product?
Choose your partners well - a good partner will help you ask good questions and find the straightest line to a solution. Without a good plan, a design and build can go off the rails and get expensive pretty quickly.
What problems is the product solving and how is that benefiting you?
We had been operating part of our work flow (lead list) out of a spreadsheet before entering into a very feature-limited CRM (basic information storage only). Now using Service Cloud as a full-service solution for all levels of care for our constituents. Also added round robin app to disperse inbound comms to available agents, and will be launching a community portal shortly, where our agency partners can view and update their own information or create a case (a first for us). This will facilitate unprecidented communication and transparency with our partners and clients.
Future thinking
What do you like best about the product?
Ease of configuration and ability to align to workflows. Unlocking of next actions items are centralized in one system
What do you dislike about the product?
Making sure screens don't become so cluttered trying to give the agents all info. Finding the balance. Flexibility is an asset but it comes with a governance need
What problems is the product solving and how is that benefiting you?
Replacement of aging archaic architecture
Salesforce Service Cloud just works!
What do you like best about the product?
When considering a case or incident management solution people are generally looking for something that can help track the work that comes in. With Salesforce Service Cloud it does this at its most basic function. What is great about Service Cloud is that is takes service to the next level by giving you great insights that can be used as inputs to greater customer service
What do you dislike about the product?
If there is anything negative about servuce cloud it would be the fact that the out of the box reporting could be better. Yes you can create your own reports for all the Service Cloud data but what would be nice is to have more out of the box report for users, managers and executives all categorized separately
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps in managing turn around time on cases. We the routing and escalation processs make the work load manageable for our team. This ultimately results in us providing improved customer service to our customers
Huge efficiency improvement
What do you like best about the product?
Salesforce service cloud has helped us fully rebuild the way that we drive a superb customer experience.
What do you dislike about the product?
There's still significant work to be done for us integrating a number of our other non salesforce platforms.
What problems is the product solving and how is that benefiting you?
It's helping maintain all of our customer interactions
Amazing!
What do you like best about the product?
I love how easily configurable service cloud is. It allows me to customize it to meet all of my needs.
What do you dislike about the product?
There are almost too many choices and that makes it hard to pick.
What problems is the product solving and how is that benefiting you?
Communication with the service team and transparency to the rest of our business
Excellent platform
What do you like best about the product?
Scalability, customization and ease of use.
What do you dislike about the product?
Need a specializing resource to run larger implementations.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud allows us to effectively track and manage work load across our internal teams.
good point
What do you like best about the product?
Use amazon connect , Call centers can be easily built.
What do you dislike about the product?
There's nothing particularly bad about it.
What problems is the product solving and how is that benefiting you?
It will solve all your problems and you will be able to use your time more effectively.
Valuable
What do you like best about the product?
Having all sale and service information under same umbrella.
Support different support channels.
Support different support channels.
What do you dislike about the product?
SLA measurement has many problem
Slack integration doesn't support all use casea.
Slack integration doesn't support all use casea.
What problems is the product solving and how is that benefiting you?
One stop shop for all the customer needa
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