Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Manage customer casss
What do you like best about the product?
Ability to use email to case to mange communications. Case assignment rules.
What do you dislike about the product?
Case close pages not available in Lightning.
What problems is the product solving and how is that benefiting you?
Unified way of intsking customer requests and issues and being able to report stats
Seamless service
What do you like best about the product?
Email to case is set up with ease and only a few clicks and ensures all of our data is held in one central location
What do you dislike about the product?
Case close pages are not available in lightning but very much needed and the email functionality is lacking
What problems is the product solving and how is that benefiting you?
Allows management overview of cases and helps us better serve our customers
Excellent Product
What do you like best about the product?
Salesforce Service Cloud is an excellent product that allows us to give our customers the best experience.
What do you dislike about the product?
There are no cons for our purposes. Would highly recommend
What problems is the product solving and how is that benefiting you?
More AI to guide customers
ServiceCloud Delivers
What do you like best about the product?
Service Cloud allows me to integrate all points for a customer while helping resolve their issues. Our support department could not function without it.
What do you dislike about the product?
I only wish that more features were included in the price and not as add ons
What problems is the product solving and how is that benefiting you?
They allow us to have an integrated experience and connect easily with customers
Service Cloud just Works
What do you like best about the product?
It's easy to set teams up on case management without needing any IT development or code. Out of box, configurable functionality has allowed enablement of multiple teams and, complex routing. All done by awesome Admins!
What do you dislike about the product?
I work in an enterprise environment, it's big and there are a lot of teams. When limits are reached, there is just no way to on-board more teams.
What problems is the product solving and how is that benefiting you?
It allows internal users, customers, and partners to get the support they need. Metrics are great and give a full picture of where teams spend their time, and helps identify potential areas of improvement
Love the Customer 360 Experience
What do you like best about the product?
The ability to have data about our customers and their interactions across the company in a single view helps us improve the customer experience and meet their expectations.
What do you dislike about the product?
Emailing out of Salesforce has a very limited user interface that does not meet the expectations of those used to other email tools. Simple items like being able to have a button to show this is a high priority email to the recipient are not available.
What problems is the product solving and how is that benefiting you?
Using Salesforce Service has helped by providing that 360 customer view everyone is looking for so we can address the customer knowing all their interactions with the company.
Mode of actions with respect to Service Agent
What do you like best about the product?
Case Management or FLS with Entitlement Progress Tracker and Omnichannel Assistance on work routing are most helpful. Also by introducing digital experience to the salesforce platform which is much more helpful by enabling different channels like Live Agent, Whatsapp, Message, etc. to engage with customers for services.
What do you dislike about the product?
I haven't noticed any disliked features in Salesforce Service Cloud. The only thing I can highlight about documents are not enough for learning new feature concepts and need more addressed videos and demo should be more realistic so that onboarding new feature is much easier and user training move faster than usual.
What problems is the product solving and how is that benefiting you?
I'm a developer I have implemented selected features for my client. By using these my business team is able to help customers with faster services like using knowledge articles. It has solutions for 99% of common problems. and live agents will customers solve issues in red point moments. They are happy with Salesforce Service Cloud.
Service for Dummies
What do you like best about the product?
This product is great for any level of technology admin. While it has loads of features you can use when you get to know and use the product, the out of the box features allow you to hit the ground running.
What do you dislike about the product?
While I love the simple out of the box features I do wish customizing without a dev was easier. Flows are coming a long way with AI this year but sometimes flipping back and forth between two records instead of two records on the same page is annoying, especially with omni
What problems is the product solving and how is that benefiting you?
Chatter to case is helping us with our self service portal automatically creating cases for our support team when a user is stuck and doesn't want to go the traditional routes of phone or email.
Great Integrations!
What do you like best about the product?
We love the integrations and ability to pool customer insights and service data across the enterprise.
What do you dislike about the product?
The UX is clunky and disjointed with limited customization.
What problems is the product solving and how is that benefiting you?
Not applicable for me at this time
7 customer support teams all in one platform.
What do you like best about the product?
Service cloud has great features like email and web to case. Support tickets flow into our org with ease.
What do you dislike about the product?
List views and queues don't automatically refresh.
What problems is the product solving and how is that benefiting you?
Service cloud allows for excellent reporting and real time tracking of our customer support processes.
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