Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great platform, fairly easy to implement.
What do you like best about the product?
We have used Service Cloud since 2017. Much better that our previous system that was built in our erp. Easy to add multiple channels for connecting with our customers.
What do you dislike about the product?
Some non standard functionality can get expensive to implement.
What problems is the product solving and how is that benefiting you?
Able to connect with our customers across multiple channels.
Review of Service cloud
What do you like best about the product?
Ease of use
Case management
Service cloud voice
Case management
Service cloud voice
What do you dislike about the product?
Slowness of Lightning
Integration with phone system
Integration with phone system
What problems is the product solving and how is that benefiting you?
Automation
Case deflection
Self service
Case deflection
Self service
Service Cloud brings it all together
What do you like best about the product?
Agents have all the tools they need right in one place!
What do you dislike about the product?
Email-to-case is clunky! Anything involving email can lead to a lot of troubleshooting that is really difficult. Often we don't have access to their email client.
What problems is the product solving and how is that benefiting you?
Service cloud lets agents link data quickly to identify customer history and the products they are using.
Good CRM which is a reflection of your business process
What do you like best about the product?
Case management
APIs
Event monitoring and shield
APIs
Event monitoring and shield
What do you dislike about the product?
Cost and Upsells
Licensing
Mulesoft integrations
Licensing
Mulesoft integrations
What problems is the product solving and how is that benefiting you?
We're using chat bot and live chat with experience cloud to expand client service channels
Service Cloud is foundational in building a scalable service platform
What do you like best about the product?
Salesforce Service Cloud allows for agility and a sting base for scaling service to the organizational and customer needs. The low-code and no code capabilities allow for a range is use cases, expansion and changes to flows, and incredible apiece for rich data.
What do you dislike about the product?
Some of the challenges are really aroind how the rest of the organization understands and utilizes swevce data and flows. No dislikes in the platform itself.
What problems is the product solving and how is that benefiting you?
Service cloud allows for us to have a one stop shop for service interactions and to provide the organization with meaningful, actionable data insights.
Business analyst
What do you like best about the product?
Service voice is excellent and it's good for all users
What do you dislike about the product?
Need to separately buy license for Omni channel
What problems is the product solving and how is that benefiting you?
Service cloud enable our case agent to quickly solve problem and find knowledge easily
BEST service tool in the world
What do you like best about the product?
How easy os to integrate service cloud with allí existing channels and route them using omnichannel.
What do you dislike about the product?
Sometimes can be hard top navigate using The consolé or be slow.
What problems is the product solving and how is that benefiting you?
Helps unifiying all channels un one platafor and route all thos interactons
Make Customers happy with awesome serivce!
What do you like best about the product?
Seamlessly handle customer requests from various channels, such as email, chat, social media, and phone, in a unified interface. Its suited for business of all size!
What do you dislike about the product?
It can be expensive for businesses of small size. Also because of the feature rich nature, it gets little complex to learn. Setting up service cloud may require assistance from experts for starters
What problems is the product solving and how is that benefiting you?
Its helping my clients with Challenges in handling customer inquiries from multiple channels by unifying interface for managing inquiries from email, chat, social media, and phone, providing consistent service.
One stop shop
What do you like best about the product?
Service cloud makes agent intersection faster. I like how easy it is to implement new changes. Faster deployment and change management. Easy to administer compared to other platforms.
What do you dislike about the product?
Analytics for KB article's needs to be improved. Not that we have encountered yet. Nothing yet as current solution will be improved by AI. Looking forward to generative AI.
What problems is the product solving and how is that benefiting you?
Its primary system for agent inspection. All information available for the agent. Yes Agents are more productive using service cloud. Business performance has increased.
nice product
What do you like best about the product?
It has a variety of features.
And all are excellent.
And all are excellent.
What do you dislike about the product?
The only thing is that the license is expensive.
What problems is the product solving and how is that benefiting you?
They help us do our business the best we can.
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