Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Offers us the ability to automate and scale aswell as leverage innovation from those that do it best
What do you like best about the product?
Being connected into a powerful network and community. Automation and scaling potential
What do you dislike about the product?
It's an expensive tool so continually keeping on top of ROI and ensuring we use in the best way. Being challenged on cost
What problems is the product solving and how is that benefiting you?
Case management & telephony
Super session
What do you like best about the product?
AI , case management, omni channel and etc
What do you dislike about the product?
Need more Customization to support business processes
What problems is the product solving and how is that benefiting you?
We need to move from servicenow to field service
Nice to understand
What do you like best about the product?
The way it integrates with the sales cloud and have all data in one place
What do you dislike about the product?
Needs more customization to match few business process
What problems is the product solving and how is that benefiting you?
Having service and sales at one place to have a customer 360 view
Great CRM platform
What do you like best about the product?
All customer data in one place, easy to find, helpful for our agents.
What do you dislike about the product?
No code or low code solutions aren't always enough for our use cases
What problems is the product solving and how is that benefiting you?
Unifying data and processes
The Salesforce Service Cloud is a great solution for service support.
What do you like best about the product?
Lots of functionalities are included out of the box that gives you a great start to problems solution.
What do you dislike about the product?
It would be a good idea to include the Service Cloud Voice or Lightning Dialer with the package for the Enterprise Edition.
What problems is the product solving and how is that benefiting you?
We are using Service Cloud for Case management and customer support, as well as, in conjunction with the CPQ, for upsale purposes.
Service Cloud is top notch!
What do you like best about the product?
Our company loves Service Cloud Omni-channel routing, separate support processes for case status options, great reporting options. We previously utilized a competitor that was really only service focused and what we love about service cloud is the seamless communication and visualization with other Salesforce Clouds. It allows our Sales teams, Development and product teams, and even Marketing to cohabitate with our Customer Service and Client Services teams.
What do you dislike about the product?
While not a huge dislike, I am excited to see additional advancements to Omni-Channel routing, easier troubleshooting, and implementation options. It is a large part of our Service side of the business and additional metrics, AI options and everything can only make it that much better!
What problems is the product solving and how is that benefiting you?
Unifying our departments, providing real-time reporting and survey generation. Allowing business executives to feel as if they have a pulse on case flows, case escalation, increasing case volumes with possible product deployment issues, data integrity and breaking down the silos between Sales and Service.
Fantastic service product
What do you like best about the product?
Ease of use for employees. Ease of customization for developers.
What do you dislike about the product?
It is a pricey platform but like everything, you get what you pay for.
What problems is the product solving and how is that benefiting you?
Efficient interaction management with our customers and driving relevant information to our agents.
I love service cloud
What do you like best about the product?
I love service cloud, is very completed cloud, yours capabilities omni channel, digital engagement, knowledge are amazing. The best contact center with service cloud
What do you dislike about the product?
Are much type the license, is very complex understand capabilities the licensed for service cloud, I need more capabilities with Instagram, tik tok, Google and other rrss
What problems is the product solving and how is that benefiting you?
With service cloud we solving use case the omni channel, automation, assignment and monitoring the agents minute a minute for best quality an responses a our customers
Amazing product
What do you like best about the product?
The ability to integrate different channels through Digital Engagement, so the customer can receive the correct message through the correct channel at the right time.
What do you dislike about the product?
To get the best new options, it is necessary to buy many different products, and sometimes that can be a challenge for a startup company that is struggling with cash flow.
What problems is the product solving and how is that benefiting you?
All our customers' needs and requirements are addressed using the service cloud. We have implemented web-to-case and WhatsApp channels for our customers. We are better organized and have increased service agents' productivity.
Service Review
What do you like best about the product?
The service cloud has enabled my support team to support our end users more efficiently and holistically. Worry service cloud we have the ability to visualize and manage our workflow well
What do you dislike about the product?
It would be helpful to have more customization if these tools available to better suit unique support process based on Salesforce and other connected apps and managed packages such as nCino
What problems is the product solving and how is that benefiting you?
It allows us to connect and support our users through an on platform solution where historically we leveraged several manual tools that made aggregating data to create efficiencies difficult
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