Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service Cloud review
What do you like best about the product?
Case management that stores all cases and responses in a single place that is easy to use
What do you dislike about the product?
The channels such as third party phone can be complicated to use
What problems is the product solving and how is that benefiting you?
Searching for knowledge article to resolve cases.
Salesforce Service cloud is core of the call center to serve the customer
What do you like best about the product?
Salesforce service cloud covers omni channel support which increases customers satisfaction. Also service copilot added lot of values to increase agent productivity.
What do you dislike about the product?
Training time for my call center people.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is used to serve the customers. We use Omni channel to serve the customers better and faster. It helps to increase customer satisfaction.
Love service cloud for case management
What do you like best about the product?
Omni channel routing has helped so much with agent handle time
What do you dislike about the product?
Sometimes not as intuitive as I would like
What problems is the product solving and how is that benefiting you?
Manual routing and better solution if
Head of Digital
What do you like best about the product?
Great opportunity for Administrators to add automation. Out of the box functionality adds immediate business value and continuous improvement by Salesforce is mind blowing.
What do you dislike about the product?
Licensing can be complex to understand. It should be simplified
What problems is the product solving and how is that benefiting you?
Customer 360 enablement. Case management.
Service Cloud provides an extremely efficient user interface
What do you like best about the product?
Agent productivity and user interface, automation
What do you dislike about the product?
Lack of ERP integration , translation capabilities
What problems is the product solving and how is that benefiting you?
Reduce the cost to serve, increase productivity
Improving system uptime by almost 90% and allowing for faster sprints
What do you like best about the product?
The one thing thats close to my heart in Service Cloud is Omnichannel Routing based on user skill sets. This allows in avoiding cherry picking of cases where the cases are technical in nature
What do you dislike about the product?
Service Cloud UI needs a change and its is not as aesthetic as the JS based UI frameworks. It seems a little dated and there is not many out of box features allowing UI customization
What problems is the product solving and how is that benefiting you?
It is helping us handle case volumes amounting to almost in the order of 90K plus without any hiccups. Migrating very recently from a homegrown CRM backed by Salesforce to a full blown Salesforce solution, the uptime has gone up and improvements release cycle time has reduced drastically
Excited with the Service Cloud
What do you like best about the product?
Ability to customize our needs easily and provide right metrics to measure our part to success
What do you dislike about the product?
The way knowledge articles section are rendered. Hope that improves with Service GPT
What problems is the product solving and how is that benefiting you?
Ability to capture all key info necesary for the agents to act swiftly
Sevice cluoud expierience
What do you like best about the product?
Increase and improve your customer expierience
What do you dislike about the product?
You need to yave qualify people to use it
What problems is the product solving and how is that benefiting you?
It' s helps to improve the expierience for aour customers reducong the time on the calls
Service cloud is amazing
What do you like best about the product?
Service cloud, with slack integration. Field service, and all the new AI coming will be amazing. Helped productivity and agent satisfaction immensely.
What do you dislike about the product?
So many options of what to enable, it can be overwhelming.
What problems is the product solving and how is that benefiting you?
Agent productivity and employee satisfaction
Best in class technology for customer service organization
What do you like best about the product?
SFDC service cloud with skill based routing reduce time to first response and time to resolution by reducing case queue time by routing customer case to the the right technical support reps based on their expertise.
What do you dislike about the product?
It was little difficult to configure and set up the skill based routing. It needs Einstein setup.
What problems is the product solving and how is that benefiting you?
SFDC service cloud provide solution for enterprise companies to be efficient and productive supporting customers.
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