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.
I love Service Cloud
What do you like best about the product?
My support teams are no longer silos. They can easily see across cases
What do you dislike about the product?
Nothing. Service cloud works amazing for our business
What problems is the product solving and how is that benefiting you?
Managing all our support requests in a single space
Service Cloud for Hospitality
What do you like best about the product?
In our organization, our reservationists use chat bots regularly to have conversations with guests. I like the dashboards and the ease of use with case creations for chats that were had, as well as easy access to transcripts.
What do you dislike about the product?
While it's nice having chat transcripts, sometimes it can be a process to get to them. You have to click through multiple pages to get to responses as well survey responses.
What problems is the product solving and how is that benefiting you?
It allows multiple members from our reservations team to be chatting with guests or potential guests in a more efficient way and all conversations are stored in the platform.
Service Cloud is key to our customer servicing
What do you like best about the product?
We are using Service Cloud since 5 years now. It's been the key to solve the customer servicing problems by fastening up & automating the resolutions, responses and reducing the TAT. Thanks.
What do you dislike about the product?
Service Cloud doesn't come up with by default Einstein services which may help fastening up the automation. These are separate products and need to pay separately for them.
What problems is the product solving and how is that benefiting you?
It's solving the business problem of giving services via multiple sources. Automating the email replies, fastening case resolution. It's also been used for self service with the help of Heroku.
Boosts productivity of service agents and managers!
What do you like best about the product?
Dedicated set of standard objects that support any channel. Easily integrated with sales cloud features. Supports real time interactions with chat or CTI support.
What do you dislike about the product?
Omni channel is not designed intuitively for administration and setup. Classic Solutions object is no longer available in Lightning and expensive Knowledge licenses are required to support the same functionality.
What problems is the product solving and how is that benefiting you?
Automatically identify customers through soft phone and IVR integrations. Create articles with Knowledgebase. Leverage custom alerting in screen flow for customer support cases.
Service Cloud is seamless
What do you like best about the product?
It's amazing how this works so well in managing web leads and automates it all
What do you dislike about the product?
Can be more user friendly and smooth in terms of performance
What problems is the product solving and how is that benefiting you?
It helps keep and manage as well as maintain customer data
Service Cloud Simple and convenient
What do you like best about the product?
Salesforce Service Cloud incorporates everything in one spot. You can easily collect and organize to see all sales and customer service information together.
Track phone case, emails within your customers accounts for easy access.
Track phone case, emails within your customers accounts for easy access.
What do you dislike about the product?
Task reporting isn't easy as it deletes and trending reporting isn't possible
What problems is the product solving and how is that benefiting you?
Tracking email management all in one spot.
Questions, complaints customer service calls and tech support.
Questions, complaints customer service calls and tech support.
Excellent
What do you like best about the product?
Salesforce service cloud allows our organization to provide the highest quality service, guidance, and coaching to our student population.
What do you dislike about the product?
Racking my brain on this question, I cannot think of any immediate negatives.
What problems is the product solving and how is that benefiting you?
As stated prior, service cloud enables us to provide the highest quality servicing to our student population both in the application and student experience.
Service Cloud
What do you like best about the product?
It has made my job better, and easier customer cases.
What do you dislike about the product?
It could be optimized a bit better, please use AI more.
What problems is the product solving and how is that benefiting you?
It keeps cases within the same platform as our Sales.
Wonderful product platform
What do you like best about the product?
We are using service cloud to utilize the Omni channel tool. Allowing case disposition for each case created and allowing us to collect why end users are reaching out for assistance.
What do you dislike about the product?
Salesforce can be difficult for newer users. There is a learning curve for none salesforce users that requires extra handholding. Once over the hump everyone is excited about the tool
What problems is the product solving and how is that benefiting you?
We are using the service cloud for the Omni channel tool solving our call center issue with a previous vendor.
Turn it on, set it up, and it just works
What do you like best about the product?
The products has most needed service functionality built in so it doesn't need customization. The hardest part of setting it up is educating business owners of what it can do out of the box - which is not a bad problem the have when trailheads can help do that for you.
What do you dislike about the product?
We had to spend time teaching our business users a new language so they could understand the capabilities. Once they spoke the language, we were able to meet their requests 90% of the time with no customization.
What problems is the product solving and how is that benefiting you?
We've turned service cloud into the system of record for customer interaction. It was easy to give a 360 view of customer interaction with the out of the box service cloud functions.
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