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.
Great but falls short in some places
What do you like best about the product?
The best part of service cloud is that it's the same data as my existing CRM and I don't have to do additional integrations
What do you dislike about the product?
Some features require you to go looking for additional tools to get more than just a basic experience
What problems is the product solving and how is that benefiting you?
Customer experience from pre-sale to post and beyond is all in one place and seamless
Fast Solutions
What do you like best about the product?
The versatility of the platform, and allowing users to access data quickly. It provides our users with a clean and efficient solution for customers, and gets them across the goal line.
What do you dislike about the product?
There is so much going on inside it, that sometimes it feels overwhelming.
What problems is the product solving and how is that benefiting you?
It allows us to track history of issues, and all the different interactions. As well as interact with a customer with their live data available.
Ease of use and feasibility
What do you like best about the product?
Automation, analytics and Case Management
What do you dislike about the product?
Difficult to use without learning and customization. Downtime is also a concern.
What problems is the product solving and how is that benefiting you?
Case Management
Powerful and scalable
What do you like best about the product?
Most helpful is Omni channel and the backing of Salesforce automation to customize and empower users to do their best work
What do you dislike about the product?
It has been a steep learning curve for our users as we migrated to service cloud. A lot of change management was needed to ensure users were trained and felt confident
What problems is the product solving and how is that benefiting you?
Our product is payment processing. Our support center is critical if payments didn't process correctly so we have a place for customers to request help. We can support more customers and our data is integrated with sales data
Comprehensive Service Platform
What do you like best about the product?
It integrates with all of our sales and we're able to customize further to meet all our business needs. Out of the box, service cloud gets you up and running quickly and further customization is always available if needed.
What do you dislike about the product?
For those with basic business requirements it may work out of the box but for more complex requirements, will require customization with more advanced developer knowledge.
What problems is the product solving and how is that benefiting you?
It serves as our primary ticketing system, email to case, live chat, and integration with experience cloud to serve as our customer support portal. It was easy to get it setup and fulfilled business requirements immediately.
Exploring Service Cloud for our Retail branches
What do you like best about the product?
That you can have service and sales abilities all in one system!
What do you dislike about the product?
I dislike that we can't hide standard fields
from certain page layouts.
from certain page layouts.
What problems is the product solving and how is that benefiting you?
Improving customer case management, and combining multiple systems into one
Efficient and user friendly
What do you like best about the product?
As an end user, this definitely makes support tasks a easy. Its has so many capabilities out of the box and is user friendly
What do you dislike about the product?
Navigation and user experience can be better
What problems is the product solving and how is that benefiting you?
Customer issues
Salesforce Service
What do you like best about the product?
Ability to contact customers within the case and keep all related calls and contacts within as well to be able to easily access everything you need in one spot.
What do you dislike about the product?
I do not really have anything I have not enjoyed about it thus far.
What problems is the product solving and how is that benefiting you?
Assisting customers in resolving issues quickly and efficiently. Knowing that we can easily find the issues and anyone can jump into a case and be able to read what is going on and assist.
Seamless case management and automation
What do you like best about the product?
That it provides a single pane of glass view into all customer cases, issues, problem resultion details, combined with customer 360 and knowledge base articles
What do you dislike about the product?
It will require some new skills to manage case routing and assignment logic, as well as tight license management for operating expense purposes
What problems is the product solving and how is that benefiting you?
Helping to automate the end to end customer case management lifecycle ad well as provide valuable insights to the front office sales teams for account planning purposes
5years of Service clouds
What do you like best about the product?
Great to get a complete service management solution - case creation, assignment, escalations, SLA, reporting and dashboards.
What do you dislike about the product?
Nothing so far .. it has worked well for all my clients so far.
What problems is the product solving and how is that benefiting you?
Improving customer engagement and complaint resolutions.
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