Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Quick wins with Service Cloud
What do you like best about the product?
The automation, case management and self serve features in Service Cloud have allowed our workforce to work more efficiently with purpose and intention without the slowness of having to do time consuming tasks repetitively.
What do you dislike about the product?
Looking forward to working more AI into Service cloud.
What problems is the product solving and how is that benefiting you?
Having service cloud help our contact center reps reduces hold time, allows reps to efficiently help our customers and solve more problems than before implementation of Service cloud.
Best customer service application
What do you like best about the product?
We use Service Cloud to manage and track our customer cases. Our entire customer support and support engineering teams rely on Service Cloud for their daily operations. Additionally, we utilize Communities to create cases in Salesforce. The most valuable aspect for us is the ability to efficiently track cases, and with the introduction of the new AI model, we are planning to implement automated case resolutions for recurring issues. The thread ID feature for each case has made searching and attaching email messages much easier. We have also integrated Service Cloud with other systems to streamline our processes.
What do you dislike about the product?
I would prefer if there were built-in features for tracking SLAs, rather than having to create additional fields myself. Additionally, I think the email messaging system could be improved and made more robust.
What problems is the product solving and how is that benefiting you?
With Service Cloud, the support team is able to track cases efficiently and also take advantage of the email-to-case feature, which helps them respond more quickly.
Ask Me
What do you like best about the product?
Great tool for our remote team to support our stores.
What do you dislike about the product?
It has a different admin from our other org.
What problems is the product solving and how is that benefiting you?
Customer and Store associate support. .
Unified experience
What do you like best about the product?
It helps unify your service bringing together data, and helping agents.
What do you dislike about the product?
I think out of the box reports could be improved to allow non technical managers easier insight into their teams.
What problems is the product solving and how is that benefiting you?
Internal and external queues to support our customers and employees.
Elevate your customer experience
What do you like best about the product?
The ability to give employees a one stop, single pane of glass view of your customers to elevate the overall service experience. Service cloud allows us to seamlessly service through multiple channels our customer base.
What do you dislike about the product?
Unless fully integrated, service cloud can be cumbersome and requires customizations to maximize its benefits. The need for multiple clouds can also drive up costs.
What problems is the product solving and how is that benefiting you?
Ability to connect all feedback into a single source of truth for all our employees and management teams. It has been invaluable in helping us drive insights into why customers are reaching out.
Service Cloud
What do you like best about the product?
I like its customer service and support features, including cases, knowledge articles and automation. It helps deliver good customer experiences and streamline support.
What do you dislike about the product?
Salesforce can be complicated by adding many layers or ways to accomplish the same tasks which sometimes hinders navigation for end users.
What problems is the product solving and how is that benefiting you?
Salesforce to Salesforce solution for a business to business 3PL. Aggregates data from one instance to another. We are able to manage knowledge articles OmniChannels reporting all in one place.
The best service tool
What do you like best about the product?
Service cloud is full of tools for customer service
What do you dislike about the product?
Not easy to implement, otherwise is easy to start
What problems is the product solving and how is that benefiting you?
Gather case information and have multiple channels
Service is the go to solution for help support
What do you like best about the product?
I like service cloud offers ready tools for support agencies, from having case availbe, to support process , case entitlements and milestones. I like that its offers the flexibility to reach to customers on different channels.
What do you dislike about the product?
For all the flexibility that service cloud offers, I dont like that I have to learn 4 diffent automation tools. From learing wokflows, flow builder, process builder and macros.
What problems is the product solving and how is that benefiting you?
We are a small firm and we support more than 1000 customer and received 500 inquiries on different channesl from Web, Social media, to phone calls, We implmenet experience cloud to reduce the phone calls we received.
A service cloud that works to our needs
What do you like best about the product?
The customization options on top of a well built service console with security and ease.
What do you dislike about the product?
The amount of training needed to use it.
What problems is the product solving and how is that benefiting you?
Automating workflows and having a hub of data to connect and use.
Efficient way to service customers through omnichannel service
What do you like best about the product?
Centralized place to service customers and utilize tasks and cases in a singular platform
What do you dislike about the product?
Integration to order maintenance and other knowledge bases can be challenging from an efficiency and accuracy standpoint - housing and displaying customer 360 in a digestible manner for customer advocates
What problems is the product solving and how is that benefiting you?
We are looking for it to continue to enhance our customer 360 and ability to efficiently tailor quality service experiences for our customers and associates
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