Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Case management par excellence
What do you like best about the product?
The flexibility in terms of depicting complex customer support scenarios is what's standing out most to me.
What do you dislike about the product?
Email handling could be improved as composing outbound and reviewing inbound communication is a pain.
What problems is the product solving and how is that benefiting you?
Automations and 360 degree view are imperative to me to improve customer support.
Salesforce Service Cloud
What do you like best about the product?
Customizable and scalable for business growth, with strong online support, seamless CRM integration, and high customer satisfaction potential. It excels in data tracking, boasts a well-designed interface, and features a customizable Agent Workspace for building a connected knowledge base, handling case interactions, and enabling live agent chat.
What do you dislike about the product?
Challenges include limited agent responsibility sharing, absence of audio and video chatbot capabilities, high costs, missing key business functions like sales order processing, and concerns about Salesforce.com's support services.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud enhances customer experiences with personalization, knowledge base integration, live agent chat, and service process automation. It boosts agent performance by aiding with appointments, automated instructions, and handling complex inquiries. Moreover, it accelerates AI adoption, and reimagines service for efficiency, and cost savings.
Service cloud helped us streamline our customer journey.
What do you like best about the product?
Having customer case information in the same place as their account and purchasing information has helped give better insight into the customer journey both on the sales and the support side.
What do you dislike about the product?
We like having the customer discussion boards, but being able to have the same discussion boards across multiple experience sites would help make things more cohesive for our partners and customer.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us bring customer support and our customer success teams into one platform, allowing for better communication and collaboration across the departments.
Creating value through Service Cloud
What do you like best about the product?
The ability to automate our business processes. The ability to take
Complex swivel chair business processes into a standardized intake process. The complete
Visibility into everything we do with dashboard and reports. Hoping to see fedramp approval for Einstein this year!
Complex swivel chair business processes into a standardized intake process. The complete
Visibility into everything we do with dashboard and reports. Hoping to see fedramp approval for Einstein this year!
What do you dislike about the product?
Been an amazing experience so far. We have been able to easily translate our business requirements into usable workflows and the results have been amazing. Can't wait for more features.
What problems is the product solving and how is that benefiting you?
It has given us a reliable platform that has very little downtime. With the benefits of SalesForce cloud we have started gaining that trust needed from our customers.
Salesforce Service Cloud keeps us moving
What do you like best about the product?
Service Cloud assists our Customer support team in managing cases and increasing case efficiency so we can assists our customers quickly and effectively.
What do you dislike about the product?
Nothing. We love service cloud. It is efficient.
What problems is the product solving and how is that benefiting you?
It helps us resolve customer service issues for our customers
For your call center and more
What do you like best about the product?
We use service cloud to handle external cases from the call center as well as internal cases between our sales and service organizations. Works well for both.
What do you dislike about the product?
Complex configurations are, well, sometimes complex!
What problems is the product solving and how is that benefiting you?
It is the entry point for complaints and service requests for our field service repair business.
Service Excellence in Practice
What do you like best about the product?
A great way to manage your workload and provide agents with a great user experience and automate things to get things done faster and smarter. Powered with AI to make predicitions too.
What do you dislike about the product?
There is a lot of different terminology to learn and additional add on products that can be difficult to navigate to understand what you need depend on your use case or business process
What problems is the product solving and how is that benefiting you?
It's a great way to act as a incoming channel for issues raised via different platforms and methods. You can power this up with a Help Centre so customers can answer their own quesitons and leverage AI Bots too
Excellent Product for Contact Centre
What do you like best about the product?
I like that service cloud provides real-time service with live chat the minute a customer lands on your website.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
What do you dislike about the product?
It can be difficult to navigate for new users since there's so much functionality. There is however great documentation and training
What problems is the product solving and how is that benefiting you?
Keep record of every interaction and allows.us to customize every customer interaction. Case escalation is also another benefit.
Service cloud review
What do you like best about the product?
I love that service cloud gives visibility into the needs of our customers.
What do you dislike about the product?
I would like more options for connecting email to case. I would like more fields to automatically set while setting email to case functionality.
What problems is the product solving and how is that benefiting you?
I'm trying to give reporting visibility to executives.
Service with a smile
What do you like best about the product?
We love the ability to handle case management with our outside contractors.
What do you dislike about the product?
We don't have any real issues or downsides with the product.
What problems is the product solving and how is that benefiting you?
It allows our techs the ability to resolve issues In real-time.
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