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.
Cases are a great way to organize our deliverables!
What do you like best about the product?
So easy to organize our workload with Salesforce native objects.
What do you dislike about the product?
None that I have found. As an Admin I have been able to configure the solutions I need.
What problems is the product solving and how is that benefiting you?
It helps me stay on top of frequently needed solutions.
Service Cloud allows you to serve your customers across multiple channels
What do you like best about the product?
Makes case management easy and allows you to engage with customers where they want to be.
What do you dislike about the product?
While it offers a large range of tools it can be be difficult to implement all of them without overwhelming users.
What problems is the product solving and how is that benefiting you?
It allows us to track customer issues and ensure that they are addressed in a timely manner to increase customer satisfaction and success.
It’s simple product with great flexibility to enhance
What do you like best about the product?
Framework is simple and easy to understand. Easy to build new applications. UI is intuitive and easy to manintain.
What do you dislike about the product?
Not a lot of standard functionality that we can use right out if the box, needed lot of customization.
What problems is the product solving and how is that benefiting you?
Case management, case routing, email to case, Einstein chat bots, chat with live agent
Great management tool!
What do you like best about the product?
The ability to have a holistic view of each customer and gain insights on their actions as well as our actions. It is nice to be able to build reports on this data and understand it better
What do you dislike about the product?
We are still in the implementation phase so not all of our data is clean. We would like to see what more we can do with this platform in the coming months
What problems is the product solving and how is that benefiting you?
A better way to manage our clients by personalizing it to our needs!
Service Cloud
What do you like best about the product?
Service Cloud enables omnichannel customer service from one unified platform. Comprehensive case management, knowledge base, and collaboration empower agents to efficiently resolve issues.
Powerful automation and productivity features streamline workflows and accelerate response times. Detailed analytics provide insights into performance.
The solution is highly flexible to tailor to unique support processes. Tight integrations with CRM data and other systems give agents the full customer context.
With Service Cloud, service teams can deliver consistent, personalized service across channels while optimizing agent productivity and customer satisfaction.
Powerful automation and productivity features streamline workflows and accelerate response times. Detailed analytics provide insights into performance.
The solution is highly flexible to tailor to unique support processes. Tight integrations with CRM data and other systems give agents the full customer context.
With Service Cloud, service teams can deliver consistent, personalized service across channels while optimizing agent productivity and customer satisfaction.
What do you dislike about the product?
Service Cloud can be expensive with a complex pricing model. The solution also has a steep learning curve given the deep functionality.
Lack of built-in telephony and limitations in case management capabilities result in gaps or need for customizations. Performance issues can cause slow response times as data volumes grow.
Heavy reliance on third-party AppExchange apps for full functionality leads to additional costs. Integration with non-Salesforce systems can also be challenging.
Other downsides include restrictive customization around core objects, limited report customization, and a desktop-focused UI not optimized for modern channels.
Lack of built-in telephony and limitations in case management capabilities result in gaps or need for customizations. Performance issues can cause slow response times as data volumes grow.
Heavy reliance on third-party AppExchange apps for full functionality leads to additional costs. Integration with non-Salesforce systems can also be challenging.
Other downsides include restrictive customization around core objects, limited report customization, and a desktop-focused UI not optimized for modern channels.
What problems is the product solving and how is that benefiting you?
Service Cloud unifies customer service on one platform, eliminating disjointed tools and data silos. This gives me a complete view of customers across interactions. Automation and productivity features reduce repetitive tasks so agents can focus on complex issues.
Omnichannel support, communities, and mobile enable personalized, convenient experiences across channels. Advanced analytics provide transparency into operational performance, helping me optimize processes.
Tight integration with billing, inventory and other systems gives agents the full context to resolve issues faster. Overall, Service Cloud benefits me by connecting customer data, automating workflows and empowering agents for efficient, satisfying customer experiences.
Omnichannel support, communities, and mobile enable personalized, convenient experiences across channels. Advanced analytics provide transparency into operational performance, helping me optimize processes.
Tight integration with billing, inventory and other systems gives agents the full context to resolve issues faster. Overall, Service Cloud benefits me by connecting customer data, automating workflows and empowering agents for efficient, satisfying customer experiences.
Better serve customers
What do you like best about the product?
I use cases to track bugs and requests from customers. The cases can be assigned to different employees depending on skills, we can categorize the cases by what type of issue they are tracking, and we have metrics of how long it takes to close a case or if a case has been open for too long.
What do you dislike about the product?
Navigation can be clunky sometimes. If a page takes too long to load, it can be frustrating to our users.
What problems is the product solving and how is that benefiting you?
Case management- tracking issues until they are resolved so nothing is forgotten.
Love Service Cloud
What do you like best about the product?
Service Cloud has helped my company to streamline the processes by improving agent productivity, and by providing our customers with a better overall service experience.
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What do you dislike about the product?
Can be expensive
Complex to set up and configure and test
Requires some training to use
Complex to set up and configure and test
Requires some training to use
What problems is the product solving and how is that benefiting you?
Improve customer satisfaction, reduced customer support costs, increased agent productivity and bow we have better decision making! Love it
Service Cloud - Pandora's box of opportunities on costumer experience
What do you like best about the product?
Salesforce Service Cloud is the best CRM tool on market, we found it to be highly adaptable, easy to intregate with other sistems and to mold into our needs. Einstein GPT and WhatsApp integration are some of the advantages.
What do you dislike about the product?
The downside would be only price-wise, beeing more expensive them other CRM options on market. You got to analise the team's maturity and know-how to validate wheter it's the right time to invest on Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
some of the problems Salesforce Service Cloud is solving:
multiple screens management, time spent on simple routine processes, monitoring of team goals and performance.
multiple screens management, time spent on simple routine processes, monitoring of team goals and performance.
Good service platform.
What do you like best about the product?
The most helpful option I can think of is how many changes can happen and how customizable the platform is.
What do you dislike about the product?
Some data use is limited or not able to be stored, thus a secondary platform is needed to capture all cases.
What problems is the product solving and how is that benefiting you?
Most cases and be stored and sorted easily for each client and helps being able to research quickly.
Service cloud has helped our contact center tremendously
What do you like best about the product?
Omnichnnel experience, presence config, etc
What do you dislike about the product?
Voice etc not available in 1 platform, a
What problems is the product solving and how is that benefiting you?
Customer success, omnichannel
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