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.
Wow! Really good service tool..
What do you like best about the product?
Our org moved from Zendesk to Service cloud and we have improved our productivity by 10X. Deginately a best product available in market for a growing organisation.
What do you dislike about the product?
Ahh,..overall its been good for us but its cost, complexity, learning curve, integration challenges, performance/scalability concerns, and some issues with customer support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses customer support challenges by increasing efficiency, delivering a comprehensive view of each customer, automating routine tasks, and supporting multiple communication channels. As a result, it helps boost customer satisfaction, provides a competitive edge, and enables more informed decision-making through valuable data insights. Thank you.
Service Cloud Sucess Story
What do you like best about the product?
The instant access to data for our customer service agents and customer profiles supporting live calls. Also love the ability to integrate multiple processes due to the flexibility Salesforce offers
What do you dislike about the product?
Limitations on the page layout based on profile
What problems is the product solving and how is that benefiting you?
Customer profile, campaigns and knowledge articles arm our customer service agents, 360 customer view
Best Customer Service delivered
What do you like best about the product?
Easy to understand and build for any experience level. Great fearures like case management and knowledge base. Robust tool to get the customer service setup quickly.
What do you dislike about the product?
Nothing really i dislike about it. There are a lot of features and much more in app exchange so it come down to how efficienly we use it. But performance issues may occur as data increases
What problems is the product solving and how is that benefiting you?
It is a game charger when it comes to quickly address customer challeges. It has modernized and created a flexible customer support team. Drived to deliver quality customer service experience.
Service cloud review
What do you like best about the product?
It's a wonderful solution to keep our customer up to date on how their cases are going. Also, it's a key part to keep the NPS ratios high without to much effort from our CC agents.
What do you dislike about the product?
Sometimes it could be too expensive and I would like to have more help from Salesforce to help our clients to understand how they can take all the advantage.
What problems is the product solving and how is that benefiting you?
End to end support for our clients and citizens (public sector as well).
We have increase the response time and improved the productivity for all the teams.
We have increase the response time and improved the productivity for all the teams.
Awesome experience
What do you like best about the product?
Salesforce Service Cloud helps my business provide an awesome experience for my business partners internally and more importantly for our customers!
What do you dislike about the product?
A lot of the features and the additional components are add-on's that make it difficult to manage cost of ownership. It would be great if more was included in the basic SKU.
What problems is the product solving and how is that benefiting you?
Service Cloud gets us closer to our customer and helps us use data to provide a better service.
Automation with AI is the key to streamline customer service
What do you like best about the product?
The introduction of the use of generative AI streamlines customer service by deflecting cases and improves customer experience by providing personalized information!
What do you dislike about the product?
It hasn't gotten much attention in user community and diversity of functions not as developed as Sales Cloud.
What problems is the product solving and how is that benefiting you?
Automating some service support steps
One stop shop
What do you like best about the product?
Management of work is the best. We are glad to have our agents out of inboxes.
What do you dislike about the product?
We have some issues with loading times. We have a lot of information we need on the page to help our customer.
What problems is the product solving and how is that benefiting you?
Along with case management we are able to track SLAs
Service cloud review
What do you like best about the product?
It is user friendly and easy to use. The UI is easy to navigate and the reporting features are really excellent.
What do you dislike about the product?
There are some limitations that are hard to work around I.e establishing parent child relationships or how tasks need to be associated with a parent in order for sharing and visibility rules to apply.
What problems is the product solving and how is that benefiting you?
Using it to track the call volume that comes into the contact center. It helps us to easily identify which calls were productive and which ones can potentially be offset to a bot.
Very powerful platform for Service Automation
What do you like best about the product?
Service cloud is super customizable. You can get by with out of the box features like case management and assignment, or if your business processes are more complex, you can go into custom development to manage service
What do you dislike about the product?
Sometimes a feature works at a basic level, but there might be some limitations that will require you to go down a custom route. There are also lots of ways to configure a solution and it's not so straightforward to understand how to get started
What problems is the product solving and how is that benefiting you?
We use service cloud to allow customers to send questions and issues to our support engineering team. We allow email and entry through our customer portal to submit cases. The service cloud also allows us to route cases effectively
Inovation and Convenients on every corner
What do you like best about the product?
Being able to work with cases, milestones and omnichannel. Even for sales work Service cloud is excelling. Service cloud provides to everybody something to make their live easier.
What do you dislike about the product?
There are no real negatives, the product is solid, and is constantly being upgraded.
What problems is the product solving and how is that benefiting you?
Solvinf the workload management in the company. Organizing and speeding up the process.
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