Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Salesforce Product Owner
What do you like best about the product?
I like that it has great out of the box features including tracking and customer relationship building potential.
What do you dislike about the product?
I have not found any disadvantages with this product currently.
What problems is the product solving and how is that benefiting you?
It allows our sales team to create a higher level of engagement with pur customer.
Service Cloud
What do you like best about the product?
The intake of customers cases and the ability for our reps to work them effectively.
What do you dislike about the product?
Can get messy really quickly. Have to stay on top of things to keep things clean.
What problems is the product solving and how is that benefiting you?
Making it easy to communicate with customers and keeping track of their issues.
Salesforce Service Cloud helps transform legacy Service Systems
What do you like best about the product?
Ease of Case mgmt out of the box for streamlined change.
What do you dislike about the product?
Lack of catering to every need when it comes to dependent pick lists limits for data sets of large scale.
What problems is the product solving and how is that benefiting you?
Reducing legacy case management systems
The unique selling point is the CRM integration, not he functionality
What do you like best about the product?
It allowes us to remove silots between salea and service function as now all functions are working within the same system and all transactions are transparent and data can be used accross the organization.
What do you dislike about the product?
knowledge management recommend works not very well and a solution for automatic translation is missing.
What problems is the product solving and how is that benefiting you?
It allows a global streamlined and harmonized processing of all cases
From quick and easy to big and complex
What do you like best about the product?
Service cloud allows for both simple implementations and complex use cases. I pike how it connects with everything else in Salesforce and that we can customize it to match our process.
What do you dislike about the product?
We are missing a better overview of new incoming emails and desktop pop-ups to for new incoming emails. The reps are afraid that they will be too long in responding to new emails.
What problems is the product solving and how is that benefiting you?
Overview of incoming requests and the status of each request
Scale your service operations with Service Cloud
What do you like best about the product?
It offers so many useful out of the box features and what I like to most is that both commercial and operational teams are working from one database. Also the possibility to serve multiple channels: email - web - phone - API and so on and the reporting insights.
What do you dislike about the product?
My users dislike the UX the most that some actions still require a lot of clicks.
What problems is the product solving and how is that benefiting you?
Onboard new customers, answering questions and helping them solving issues.
Easy implementation
What do you like best about the product?
Lots of great out of the box features for small medium business for tracking customer interactions, case management and more
What do you dislike about the product?
Dashboards could use additional upgrades
What problems is the product solving and how is that benefiting you?
Tracking customer issues and billion problems
The all-in-one platform
What do you like best about the product?
Salesforce Service Cloud enables me to perform my role to the best of my ability. All the features are available on a single platform and very intuitive for me to use.
What do you dislike about the product?
The downside of Salesforce Service Cloud is it highly depends on the configuration done by your organisation.
It could be lacking if not enough thoughts have been provided to configuring the product.
It could be lacking if not enough thoughts have been provided to configuring the product.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud allows me to have a holistic view about my contact centre operations. The workforce definitely picked up on productivity, giving a significant increase in ROI for business.
Great Product!
What do you like best about the product?
Service cloud has a great set of features that are constantly evolving to meet the needs of the market and technology changes. The product suite enables us to efficiently manage customer cases, build our knowledge base, and expand our self-service capabilities.
What do you dislike about the product?
This is more a general comment, but sometimes the field limitations can limit our ability to meet the needs of the business, given the size and complexity of our organization.
What problems is the product solving and how is that benefiting you?
Service cloud enables us to support our customers and balance workload across our global agent base. We also heavily use knowledge to drive customer self-service.
Service Cloud for better service
What do you like best about the product?
I like servic cloud for the ability to collect all the data in one place and have a better understanding of the bottle necks and pain points of our customers. We empower sales reps and operations people with the visibility in order to provide better service. We are a service base company and it is what differentiates us from our competitors.
What do you dislike about the product?
A good problem to have but the opportunities are extremely wide. No matter how long you've used it, you are always learning and finding was your improve. The downside is that when logging, if you have other clouds it gives you all the options to log. Which could be daunting for our sales reps who are also using Sales as CRM
What problems is the product solving and how is that benefiting you?
It is helping us better communicate internally with our operations to serve our customers better. It is taking some adoption pushback but it is helping solve problems and improve.
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