Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Game-Changer!
What do you like best about the product?
The Salesforce Service Cloud helped our organization revamp and structure our customer service approach to align with the mission and vision of the organization. We are able to assist our customers and their respective online account issues in a quick turnaround, which meets and exceed their expectations.
What do you dislike about the product?
This is a great product that hasn't disappointed us yet. It's extremely user-friendly for our Systems Administration team, call center agents, and respective managers. There's nothing to dislike.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud allows our customers to submit requests for assistance regarding their online accounts and authorized check-in's and check-out's. We are able to respond in a timely manner to provide excellent customer service to our supporters and members.
All service
What do you like best about the product?
I love the case capabilities and reporting made available through case tagging. It is easy to collaborate with other teams via Posts and keep everyone aware of case progress
What do you dislike about the product?
I am not sure of a dislike I have Tun into, the system functions well for my needs. It’s a great service feature and I have no complaints to report. It’s all good
What problems is the product solving and how is that benefiting you?
Tracking of customer needs and trends of why people are contacting us. It has given insights into what customers need further support, tracking to prevent waste.
Best Service platform out there for Customer Service, Call Centers and Case Management
What do you like best about the product?
Ease of use and ease of customization. The interface is intuitive. All of our caller data can easily be integrated and presented to our users. The lightning experience is significantly better than classic!
What do you dislike about the product?
It does sometimes take quite a bit of effort to customize. Many "layers" that each need to be touched especially if Flow and Custom Objects are involved. A Service workbench to help with customizations would be nice. Or wizards / help flows would be good too.
What problems is the product solving and how is that benefiting you?
Understanding what customers are calling about. Capturing information for case management. And providing a platform for case workers to resolve customer issues.
Wonderful Customer Service
What do you like best about the product?
It's intuitive, easy to build flows and customize.
We have helped thousands of our customers go through incidents with best in class collaboration and help solve cases in an industry leading timeframe all thanks to Service Cloud.
We have helped thousands of our customers go through incidents with best in class collaboration and help solve cases in an industry leading timeframe all thanks to Service Cloud.
What do you dislike about the product?
Sometimes it gets too much to absorb.
An easier process infrastructure would have been nice.
An easier process infrastructure would have been nice.
What problems is the product solving and how is that benefiting you?
Solving problems like Case automation and with Einstein copilot, it is going to get very exciting.
We would love to include the Einstein infrastructure in our systems
We would love to include the Einstein infrastructure in our systems
Power for the next level of service
What do you like best about the product?
Salesforce Service Cloud provides access to the data, channels, agent assistance tools and workflows needed to provide the best possible service to your customers.
What do you dislike about the product?
Service Cloud is so flexible that it's easy for businesses to overcustomize when it isn't needed, potentially making it harder and more costly to maintain. Business users should be open to adjusting processes to minimize customization.
What problems is the product solving and how is that benefiting you?
Service Cloud enables agents to provide comprehensive, omnichannel service to customers, increasing customer satisfaction and driving retention while driving productivity.
Works for our small org!
What do you like best about the product?
Cases help us manage internal service tickets for our users!
What do you dislike about the product?
Don't know all the capabilities yet so stay tuned!
What problems is the product solving and how is that benefiting you?
Internal support tickets to troubleshoot issues or provide suggestions for enhancements to add to the list
Life Saver
What do you like best about the product?
Having all our customers data it in one place allows us to provide tailored responses for each customer.
What do you dislike about the product?
Building your knowledge base takes time, but it is an investment that pays off.
What problems is the product solving and how is that benefiting you?
Quickly resolving customer complaints coming in from multiple sources.
Cases and Metrics
What do you like best about the product?
The ability to track customer request and gives Managers the ability to view metrics on those request is something that we were never able to do in outlook. Game changer
What do you dislike about the product?
With moving all customer request/communication to case the amount of storage emails takes up we are consistently monitoring storage
What problems is the product solving and how is that benefiting you?
The ability to have have data for KPI
Service Cloud: One stop shop for our agents
What do you like best about the product?
Service cloud provides an easy to use system for any support process I can imagine. We even take calls within it!
What do you dislike about the product?
No native way to send a snapshot of the activity feed related to the case. Would love to be able to share an entire case via email.
What problems is the product solving and how is that benefiting you?
Centralized place for CIC ticketing and supporting customers. Knowledge base.
ROI on your customer service
What do you like best about the product?
Is simple to learn setup and maintain. With all of the out of the box, features and capabilities you handle just about any customer service process that can be imagined. The new features that are released keeps your instance on the leading edge of customer service capables.
What do you dislike about the product?
Not much to dislike but with great power comes with great responsibility. Your instances have to be well thought out, designed and architected. Cutting cost I. Design will lead to power potcome despite the platforms great capabilities
What problems is the product solving and how is that benefiting you?
Health cloud built on service cloud is solve the digital transformation problem for my healthcare payer and provider organizations. We use service cloud and health cloud to implement value based healthcare
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