Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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AI Powered Service Cloud is Better Than Ever!
What do you like best about the product?
Salesforce Service Cloud is an all-in-one customer service platform that allows you to to provide personalized customer service and enhance agent productivity even more so with artificial intelligence with is the latest craze. The platform easiliy integrates with contact center technologies, provides self-serve capabilities and allows you to track and serve your customers in the their preferred channel. Building on the Salesforce platform is easy and highly customizable so you can get up and running with low to no code very quickly so you delight your customers in a whole new way!
What do you dislike about the product?
Nothing, just keep enhancing and upgrading the product and we will keep on loving it!
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving customer services challenges in an amazing way. We recommend Service Cloud because it facilitates the transformation of of the customer experience that drives positive growth, high NPS and CSAT scores, and return business.
A great platform to manage and resolve customer inquiries and issues
What do you like best about the product?
The Salesforce service could has helped my company to effectively connect with the customers by offering us a great and convinient configurable and customisable application to meet customer agents/customers needs
What do you dislike about the product?
Apart from few limitations, SFDC service cloud is expensive for small businesses or startups which have a smaller budget Please try to make it available for small busienss so that our SALESFORCE becomes the no 1 company inthe world!! Lets go!!!
What problems is the product solving and how is that benefiting you?
I'm working on GSD Services application which is the HPEIT global services application which actively supports around 30k users, 10k orders/day, 12k cases/day having integrations to over 30
systems which is on the SFDC service cloud
systems which is on the SFDC service cloud
Centralize your organizations service efforts
What do you like best about the product?
If your Salesforce org stops at Sales cloud opportunities, you're missing the chance to centralize the understanding of the ongoing relationship with that customer post-sale.
What do you dislike about the product?
The management and unification of ALL omni-channel communications (phone and digital) still needs work in the underlying data strategy.
What problems is the product solving and how is that benefiting you?
Service permits us the ability to streamline processes for our internal teammates and provide those solutions to customers for self-service.
Service intelligence
What do you like best about the product?
Combining the data from account, contacts and case resolution in one place is an excellent product. Then using that data to close cases in multiple different formats is even better
What do you dislike about the product?
There could be improved ways to clean up data within the system as there are duplicates. Also it would be good to partition a single org so that we can set up configuration easier for different use cases.
What problems is the product solving and how is that benefiting you?
It is allowing us to capture and resolve cases via emails and other formats such as whatsapp, sms and live chat digital platforms. This allows customers to reach out to us and for us to solve their problems in one place.
Case management done right
What do you like best about the product?
Seamless integration into Sales Cloud and Field Service Cloud.
What do you dislike about the product?
Lots of customization and management is needed which gets complicated with a larger organization.
What problems is the product solving and how is that benefiting you?
Need to respond to customer issues/requests in a timely manner as well as internal routings.
Unlock Customer Service Data
What do you like best about the product?
Service cloud allowed us to gain visibility on our customers' journey and full transparency on our customer care performances. Before implementing Service Cloud we were navigating in the dark, now we can set KPI and ensure we meet our SLA
What do you dislike about the product?
I would like to see more automation and avoid repetitive work for the service agents.
What problems is the product solving and how is that benefiting you?
All customer care interactions with our customers: order management, claim management etc
Salesforce Service Cloud
What do you like best about the product?
With help of AI, Data cloud and Serices cloud seems we can bring the personalized proactive customer service
What do you dislike about the product?
Not much to describe. I like service cloud
What problems is the product solving and how is that benefiting you?
More industry focused flows
Save $74k a year with Service Cloud
What do you like best about the product?
Automation is key! If you days of development can pay off dividends on thousands of hours of work and effort that can be avoided.
What do you dislike about the product?
Not much. Just so big and comprehensive. It's hard to know what you're missing.
What problems is the product solving and how is that benefiting you?
It solves the problem of a broader ability to communicate with contacts. We continue to expand our abilities through the service cloud.
Ability to customize to your needs
What do you like best about the product?
I like the way that you can customize to your business needs. The case tracking is helpful especially when tracking KPIs. Other competitors require stricter guidelines for management
What do you dislike about the product?
The fact that we need an additional license for the dispatching piece. Case management routing in complex organizations could be improved (could just be our issue)
What problems is the product solving and how is that benefiting you?
Ticketing system for case management. We needed a place to measure customer satisfaction as well as help desk for answering technical questions. We have been able to identify where we struggle and attempt to improve
Ease of Case Management
What do you like best about the product?
I like the ability to manage our case queue and use automation to escalate issues one cases seamlessly.
What do you dislike about the product?
I wish sales and service cloud were fully one cloud
What problems is the product solving and how is that benefiting you?
Case management
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