Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Service Cloud
What do you like best about the product?
The ease of use and collaboration with Sales Cloud. The way Customer 360 is evolving
What do you dislike about the product?
Reports and Dashboards could be better..
What problems is the product solving and how is that benefiting you?
Helps our employees with Knowledge, Case Mangement. Customers with self service. Agents with Omnichannel
Really like it
What do you like best about the product?
Ability to service customers with their information quickly available
What do you dislike about the product?
Community user management, our service team manages these, would like to have an interface specifically for this
What problems is the product solving and how is that benefiting you?
Quickly provide service and support
Essential tool
What do you like best about the product?
Extremely helpful for our CS team. Increases understanding of the commercial business
What do you dislike about the product?
Sometimes it can be overwhelming
Refresher training is essential
Refresher training is essential
What problems is the product solving and how is that benefiting you?
Management of all cases including root cause, investigation and follow up. compliance with audits
Implementing CRM
What do you like best about the product?
Service Cloud will be very helpful with its automation capabilities by creating less manual processes. The service cloud also will so provide tracking and auditing. Easy to use so far.
What do you dislike about the product?
Price may be considered high. Some features are not out of the box and require extra.
What problems is the product solving and how is that benefiting you?
Majority of our current process is manual, which will be the biggest benefit. We currently lack the tracking of cases and issues so service cloud is will allow for better traxking and accuracy of reports
A good experience in managing customer data
What do you like best about the product?
Service cloud has a very Rich feature set and a ever growing platform, The customization and app management is very intuitive. The trailblazer session provides an intuitive way to learn the service cloud
What do you dislike about the product?
The product can have out of box integration
What problems is the product solving and how is that benefiting you?
Managing customer data and process and providing customer 360
Good solution, especially when integrating with experience cloud
What do you like best about the product?
Can integrate with any external system. Out of the box customer portal with experience cloud. Unified customer data with sales cloud. Great analytics capabilities if you use CRM Analytics.
What do you dislike about the product?
The out of the box UI could be better. Using salesforce with many different teams can get very complicated. Pricing can get very expensive if you want to leverage all of Salesforce's capabilities.
What problems is the product solving and how is that benefiting you?
Customer facing ticket management, live chat, public knowledge base. Keeping customer data connected in one place provides exceptional support and analytics capabilities.
Service cloud review
What do you like best about the product?
Chatbots omnichannel case deflection . Customer self serve with knowledge articles
What do you dislike about the product?
Reporting can be limited. Add ons can be costly.
What problems is the product solving and how is that benefiting you?
Time to answer with self serve capabilities. Centralised customer suppprt queries
Product Owner of two large implementations of service cloud
What do you like best about the product?
Ease of email to case, phone and chat integrations. Einstein for Service cloud is super helpful for agents responding to customer queries in real time
What do you dislike about the product?
Takes higher learning curve for agents to work swiftly and know how to handle cases unless fully trained. Omni channel not flexible enough to support different set of agents working on different Case record types
What problems is the product solving and how is that benefiting you?
Automated routing, case Entitlement, chats and email to case auto response in individual customer local languages
Service Cloud Rocks
What do you like best about the product?
As is the case (get it?) with everything Salesforce, service Cloud has it all. My favorite thing is that you can view everything you need in one view - from the account, to the cases, to the customer's history, to knowledge articles.
What do you dislike about the product?
That my company doesn't utilize it. We use cases, but not at all as intended.
What problems is the product solving and how is that benefiting you?
Solves needing one wholistic view into the customer journey. It's beneficial by being more knowledgeable and helping the customer feel like we have a 1:1 relationship.
Can't beat it when paired with Salesforce Sales Cloud
What do you like best about the product?
Provides customer information across Sales and Service.
What do you dislike about the product?
With great power comes great responsibility.
This is an enterprise capable platform that requires some expertise to get the implementation working well.
This is an enterprise capable platform that requires some expertise to get the implementation working well.
What problems is the product solving and how is that benefiting you?
Seemless integration with Sales/CRM
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