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.
Awesome for small and big companies
What do you like best about the product?
I love that Service Cloud offers so many productivity features that are so easy to configure. And that the Cloud itself is also so easy customize to the needs of either a small or big customer.
What do you dislike about the product?
The thing that I probably dislike the most is that Chatter is not getting enough attention and enhancements to get more closer to a Slack experience. It's good for smaller teams, but lacks some options and features that larger teams would need to collaborate well.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is offering a unified channel to collaborate on customer requests, questions and issues, but also internal end user support management and idea sharing platform.
Helps us serve customers
What do you like best about the product?
It helps us provider service for our customers, I am really excited to see service intelligence when it comes out.
What do you dislike about the product?
A lot of the features are really aimed toward high volume service centers versus low volume white glove service, would love to see some enhancements for those customers.
What problems is the product solving and how is that benefiting you?
It helps us provide a ticketing and enhancement service in our client portal.
Service Cloud empowers my Team to win
What do you like best about the product?
Each day, my Team is able to use Service Cloud to serve our customers and gain their loyalty. I like that we can capture useful customer/issue data to make process improvements for the future.
What do you dislike about the product?
The only think I dislike about Service Cloud is the cost to add new licenses.
What problems is the product solving and how is that benefiting you?
Service Cloud creates an opportunity for my Team to capture complete and accurate information about the issues experienced. I'm excited to apply AI in the near future to use the information for self service.
Using cases for service
What do you like best about the product?
The overview of having cases within Salesforce
What do you dislike about the product?
There is nothing really. It is so helpfull for our employees and customers
What problems is the product solving and how is that benefiting you?
Getting good overview of cases.
Customers First
What do you like best about the product?
We use salesforce for our support services and it has been a game changer. We managed to streamline operations and improve the customer experience and satisfaction.
What do you dislike about the product?
We are overall very satisfied with the current capabilities and roadmap
What problems is the product solving and how is that benefiting you?
Omnichannel experiences
Service cloud voice for customers
What do you like best about the product?
We use service cloud all feature feom chat bots, email cases, scv. Its great to have all channels of communication with articles presented to agenda
What do you dislike about the product?
Sync issue between aws and omni is still not up to mark
What problems is the product solving and how is that benefiting you?
Faters responses, great kpi charts
Game Changer
What do you like best about the product?
Service Cloud has revolutionized our customer support processes, reporting capabilities, and in the end customer satisfaction. Large changes in how we do business with our customers are very difficult and the Salesforce team has been so helpful in making that transition.
What do you dislike about the product?
I really don't have anything negative to report so far. It has really been all positive and we look forward to the future enhancements we learn about during the conference
What problems is the product solving and how is that benefiting you?
Service cloud has been integral in helping us streamline convoluted processes which have been troublesome in the past. This has resulted in many many many many many happy customers. Using tools such as flows and being able to opt for configuration over code have been key.
Case Management
What do you like best about the product?
Case management, having all information in one location
What do you dislike about the product?
Some standard functionality needs improvements
What problems is the product solving and how is that benefiting you?
Ability to have all information in one location
Huge help for our Customer Service team.
What do you like best about the product?
Case management is easy for our users. Agents can reassign cases when others are out. Automations have changed our team dynamics and allowed for more efficient handling of customer inquiries.
What do you dislike about the product?
Inability to export information especially pricing.
What problems is the product solving and how is that benefiting you?
Email management.
Service Cloud for the Win!
What do you like best about the product?
I love all the amazing features of service cloud that allow users to work better, faster and smarter. The automations like Omnichannel, Chatbot and Einstein are unparalleled and unlike anything else out there.
What do you dislike about the product?
Not service cloud specifically but there are still a few things that aren't customizable in Lightning that were available and easier to access in the former UI.
What problems is the product solving and how is that benefiting you?
We are using our service cloud to manage our needs for pricing, engineering support as well as issues with billing and commissioning for our customers. Utilizing email to case we are quickly able to route cases to the right people at the right time in order to service our customers faster.
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