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.
Service Excellence
What do you like best about the product?
Scalability and intutive experience been the most phenomenal thing about service cloud - while it also brings in a lot of customization and personalization based on our customer needs
What do you dislike about the product?
Not a lot to elaborate on dislike - however the pricing of the tools are less affordable which is one of the major downsides to most of Salesforce products in general
What problems is the product solving and how is that benefiting you?
Connecting customers and sellers in an efficient way to manage relationships while also supporting them in providing necessary details to better service on a day to day basis
Service Cloud improves your customers experience
What do you like best about the product?
It enhances customer service experience in an organic way providing a 360 business view
What do you dislike about the product?
I don’t have any features I dislike. It serves its purpose.
What problems is the product solving and how is that benefiting you?
Optimizes communication with contact center agents and customers .
Power of a merge
What do you like best about the product?
We have a complex operations and support organization and we leverage both standard and custom objects to provide the support teams the tools they need to service our customers. We recently merged sales and service which then allowed us to connect prospects to live customers giving a view of the entire customer journey. This allows for personalized support and drives new opportunities. We are excited to explore new AI capabilities to further power our team through consistency and automation!
What do you dislike about the product?
Organizing and standardizing data has presented a problem and connecting SF to external data sources. There are tools we can use but it would be helpful to have more native guidance.
What problems is the product solving and how is that benefiting you?
Creating a single place for all sales and support users to interact to the end goal of supporting our customers throughout their lifecycle. Our performance is growing as we learn to leverage data more effectively
Service Cloud powers our ability to delight our customers with timely service
What do you like best about the product?
I love the ability to integrate tools like Slack directly into the Salesforce experience. Slack is a powerful tool for us to collaborate quickly and effectively
What do you dislike about the product?
Sometimes there are too many ways to get things done. Some things are super complicated and detailed. Some things are so rudimentary to be completely useless. We are excited to see everything mature.
What problems is the product solving and how is that benefiting you?
1. Collaboration with swarming through Slack. Drives faster answers to customers and promotes single touch resolution.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
Customer Service or the connected customer
What do you like best about the product?
The length and breadth of features across the service platform and now with AI/Gen AI applied to various points in the service workflow makes it a great product.
What do you dislike about the product?
Nothing really. Need the Generative AI features more rapidly.
What problems is the product solving and how is that benefiting you?
Field Service Innovation, key service metrics across all service areas, generative AI capabilities that enhance agent and customer experience, driving towards business value
Rich Customer experience and case management
What do you like best about the product?
Various feature of service cloud like case management, email messaging, omnichannel, automating case assignment, escalation rules enhance customer experience. More importantly Service cloud now integrates well with whatsapp to provide better customer service
What do you dislike about the product?
Only limitation I see is the governance limit and limitation around file transfer
What problems is the product solving and how is that benefiting you?
It eases out our apporach of manually creating the cases that we receive through email and whats app. Now integrating whatsapp with salesforce and enabling email to case solves our problem,
Opportunities
What do you like best about the product?
There are so many options that are available through Service Cloud. We are just tapping the service and looking forward to growing.
What do you dislike about the product?
Our current design has opportunity and we are currently investigating our opportunities.
What problems is the product solving and how is that benefiting you?
Adding Live Chat provides an added channel to provide consumer support. We are looking forward to advancements.
Loving it
What do you like best about the product?
Updates are always coming and hit o. The points that we need.
What do you dislike about the product?
What do I get with fsc that I don't get with service cloud.
What problems is the product solving and how is that benefiting you?
Contact center that utilitizes voice text email to case. Being able to route these cases and link them to policies and accounts or other parent cases
Awesome experience
What do you like best about the product?
Service cloud help customer service team serve customer with exeptionql experience and the service cloud always be updated with new technology to help customer
What do you dislike about the product?
Service cloud still lack some feature that should come as out of the box feature for example like Line application connector which is needed by a lot of customer on my country.
What problems is the product solving and how is that benefiting you?
Customer service team use many application to serve their customer. Service cloud enable single view of customer and interation from both voice and non-voice channel
Automate and Eliminate
What do you like best about the product?
The biggest thing I like about service cloud is that as an admin I can create automated emails, case flows and more for my customer service agents to quickly and efficiently eliminate manual work!
What do you dislike about the product?
My biggest dislike is bot conversations are a little difficult without a developer
What problems is the product solving and how is that benefiting you?
We use automated responses and bot to eliminate small tedious tasks and questions from the agents allowing them to work closer on other items
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