Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service cloud
What do you like best about the product?
Omni channel usage and knowledge base usage
What do you dislike about the product?
Connecting existing service portal to service cloud, no additional customizations for live agent
What problems is the product solving and how is that benefiting you?
Case management and knowledge articles
Using Service Cloud for different types of customers
What do you like best about the product?
My favorite part about service cloud is the integration with experience cloud. The ability to use them for different customer types and customizing it across consoles.
What do you dislike about the product?
My least favorite part is as you continue to customize it, you lose certain OOB components.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us to bring in many different types of cases and routing them to the correct place.
Single source of truth!
What do you like best about the product?
100% visibility on the account including sales, communications, and cases, all on the same platform.
What do you dislike about the product?
Knowledge base is an add on to the enterprise edition.
What problems is the product solving and how is that benefiting you?
We had to go to multiple systems previously and could not see the full picture on any of our accounts.
Great platform for efficient Customer Support
What do you like best about the product?
Features around AI and Einstein and GPT helps best industry standards capabilities to deliver the most of the customer engagement and support.
What do you dislike about the product?
Few limitations around around Einstein Case Features like Einstein Case Classification and Skills BAsed Routing Rules limit of 100.
What problems is the product solving and how is that benefiting you?
Solving B2B Customer Support through multiple channels like Email to Case/Chat/Web to Case/telephony
Service Excellence
What do you like best about the product?
Simplistic way to service and support the customer experience
The features are simple to use and our frontline has given us great feedback.
Everyone should use this tool.
The features are simple to use and our frontline has given us great feedback.
Everyone should use this tool.
What do you dislike about the product?
I do not have any complaints about service cloud. Our implementation was seamless with limited issues. I would tell anyone using it that they should have clear requirements to launch their tool
What problems is the product solving and how is that benefiting you?
Aggregation of information and seamless passing of customer information through the system
Service cloud for customer operations
What do you like best about the product?
Service cloud offers out of box features for managing customer operations with multiple channels. Exited to introduce co-pilot or AI on service cloud for our product
What do you dislike about the product?
Nothing as such. A better channel integration which can be provided OOB would be good. Have been using service cloud for more than 15 years and it's evolved over time
What problems is the product solving and how is that benefiting you?
Customer service is the key functionality. With multiple channels and integrations, service cloud helps to manage the cases effectively. Helps with case deflection
Service Cloud review
What do you like best about the product?
The flexibility and customization of the product.
What do you dislike about the product?
Implementation is difficult. While the product has flexibility, it is incumbent on finding very skilled implementation partners to make it easier to use.
What problems is the product solving and how is that benefiting you?
Workflows has streamlined some confusing processes for our team. It helps reduce errors and the need for reps to memorize processes.
Service Cloud for Service Excellence
What do you like best about the product?
The combination of chat and knowledge is an important component that, if mastered, is unparalleled.
What do you dislike about the product?
Some of the setup and configuration is difficult to navigate. It's not super intuitive, even when using the setup flows in service cloud setup.
What problems is the product solving and how is that benefiting you?
It is a great solution for case deflection when used with knowledge. It's also very useful when self service is implemented to take pressure off of call centers.
Efficient Case Management and High Customer Satisfaction with Salesforce Service Cloud
What do you like best about the product?
I appreciate that Salesforce Service Cloud was easy to set up, which likely saved time and effort initially. It simplifies tasks for call center agents, significantly benefiting customer satisfaction. I find the case management feature particularly helpful. Overall, I'm happy with the service and would highly recommend it.
What do you dislike about the product?
I feel that Salesforce Service Cloud could be improved by offering more out-of-the-box functionality. This would help in keeping costs down, which is important for me.
What problems is the product solving and how is that benefiting you?
The product simplifies processes for call center agents, enhancing customer satisfaction through effective case management.
Service Cloud Review
What do you like best about the product?
Case management system, web to-case, milestone, Omni channel
What do you dislike about the product?
something Omni channel routing issue, refreshing issue
What problems is the product solving and how is that benefiting you?
Omni channel
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