Agentforce Service
Salesforce, Inc.External reviews
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Service Cloud Review
What do you like best about the product?
I love the integrative abilities for organizing customer data in chat, web, and telephony routing. The Quick Text and Knowledge Article features are ideal for complex products.
What do you dislike about the product?
More so than other Salesforce applications, I feel Service Cloud requires more plug-ins and oversight to be useful. For the non-techie, managing merge fields and macros should be more user friendly.
What problems is the product solving and how is that benefiting you?
Service Cloud gives our product engineers and customer service reps details into the customers history. It streamlined communication across departments and makes it easy to pass cases off to sales as opportunities.
Powerful tool to serve customers
What do you like best about the product?
Agents are enabled with everything they need to provide excellent customer service.
What do you dislike about the product?
Tough to implement when you have many legacy systems and disorganized data.
What problems is the product solving and how is that benefiting you?
It gives us a great view of the customer, which allows us to personalize conversations and increase satisfaction.
magic service with Einstein!!!
What do you like best about the product?
The innovation with générative AI...all intégrated with customer data
What do you dislike about the product?
The integration with service voice cloud
What problems is the product solving and how is that benefiting you?
Case management workflow for first & second level
Great support platform
What do you like best about the product?
Easy setup and flexible customization and integration.
What do you dislike about the product?
Certain functionalities need improvements
What problems is the product solving and how is that benefiting you?
Collect and route customer support to responsible business units; provide different support processes for different needs
Complete platform
What do you like best about the product?
Is a complete platform to know the clients needs and give them the best support
What do you dislike about the product?
The Ux can be more usefull and friendly with de users.
What problems is the product solving and how is that benefiting you?
Help us to understand if the client is having a bad experience and how to solve with the best way
Ticket handling easly
What do you like best about the product?
Easly to route cases and a good overview for agents
What do you dislike about the product?
Some integration could be complicated and also email to case functionality
What problems is the product solving and how is that benefiting you?
Routing the case to the proper agents and show them only th appropriate fields
10 years of Salesforce Service Cloud
What do you like best about the product?
I have worked in my previous job with Service Cloud first classic latter lightning and what I liked the most is the constant evolution of the product over the years. It literally became better and better. Now in my new role I get to build a new Service Cloud setup migrating teams from a variety of different CRM systems into one platform. I like the most that I can make life so much easier for my team's
What do you dislike about the product?
The formats supported for migrating KB content are limited. I think you could try to make this easier.
What problems is the product solving and how is that benefiting you?
It helps me align business processes across all the portfolio teams under Digital Science umbrella. It provides a 360 degree view of all customer interactions which is invaluable for us.
Automation really is possible, and scalable!
What do you like best about the product?
Robust standard functionality built in and around the Case object, wrapped in the Service Console application is truly an out of the box solution that blows competitors like Microsoft away.
What do you dislike about the product?
This is not an easy question to answer, there are some specific limitations for Case Feed compared to chatter, not all rich text functionality is available, standard email quick action can't be used on a feed-based layout. To email knowledge articles in lightning you must have the email action open in the feed at the same time, which is sometimes an extra click for agents
What problems is the product solving and how is that benefiting you?
Case and Knowlege integration out of the box is a huge benefit to us. The feature that the knowledge widget automatically searches what is entered in the subject line is really cool!
The full service process in one system
What do you like best about the product?
Having all Service related information and processes from case creation, knowledge, quoting to Field Service makes Salesforce Service the perfect all-in-one solution.
What do you dislike about the product?
There is nothing I actively dislike about Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud gives all involved parties (including the customer) on one virtual table to resolve problems. With digital Experiences it actively includes the customer in the process and allows transparent processes.
Service cloud has made it easy for the support team to increase csat and efficiency
What do you like best about the product?
I love the Service Console aspect of service cloud. Service cloud has also opened new exciting products that we can use to enhance customer satisfaction. Like chat, service cloud voice
What do you dislike about the product?
Service cloud with lightning seems to be quite slow causing frustrations with agents. The console also saves the tabs user has opened up in the previous login window causing a lot of open tabs
What problems is the product solving and how is that benefiting you?
Service cloud helps keep all the relevant customer data accessible to the agents and helps in efficiently retrieving that data to satisfy customer needs. This helps in better customer satisfaction
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