Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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A Reliable CRM Tool
What do you like best about the product?
Service Cloud is a go-to product for any company implementing a service CRM. With the Customer 360 component that takes previously known customer data from Sales Cloud, this tool was easy to stand up for a quick implementation which streamlined our customer service processes.
What do you dislike about the product?
Maintaining Salesforce Knowledge has been the biggest struggle for our company as we continue rapid growth - our hope is that implementing AI will make this easier.
What problems is the product solving and how is that benefiting you?
Our customer service team reside in one platform, which allows us to implement data analytics and understand each customer with a 360-degree view.
I work with clients to advise on their SF stack.
What do you like best about the product?
The ability to integrate across the entire Salesforce stack to enable digital flow.
What do you dislike about the product?
Clients fear it is too large for their needs.
What problems is the product solving and how is that benefiting you?
It allows for a coherent flow of information to enhance the guests experience.
Amazing Platform
What do you like best about the product?
I love the way service cloud allows organizations to better serve their communities.
What do you dislike about the product?
No downside in my opinion. Maybe the learning curve if you're new to Salesforce.
What problems is the product solving and how is that benefiting you?
Allows us to better respond to customers and allow or clients to better service their communities.
Service cloud powers our business
What do you like best about the product?
The combination of out of the box features and the ability to customise using all the platform tools
What do you dislike about the product?
Nothing! It delivers everything we need to service our enterprise customers
What problems is the product solving and how is that benefiting you?
It allows us to efficiently support our enterprise customers and achieve a +80NPS result
Super Service platform
What do you like best about the product?
The UI and how I can create end-to-end journeys for my service team via drag and drop.
What do you dislike about the product?
Umm, Multiple options to automate same kind of things.
What problems is the product solving and how is that benefiting you?
Conplaint management system.
Service Cloud Review
What do you like best about the product?
Better connectivity to support agents and customers
What do you dislike about the product?
None, all features of Salesforce service cloud are good
What problems is the product solving and how is that benefiting you?
Getting us closer to the customer
Still learning and growing with service cloud
What do you like best about the product?
We are still early in our usage and leveraging service as a tool in our organization but we have loved creating reports and dashboards to increase transparency in our customer service function and how much they are doing for our customers and it has helped identify new areas we need to focus on.
What do you dislike about the product?
This isn't a necessarily a downside of service but more our implementation. Our customer service users also had access to our sales console and those users did not understand the benefits of the service console after using the sales. The different UI was hard for them to adapt to not having understood the foundation of why it looks different.
What problems is the product solving and how is that benefiting you?
Service is bringing our teams the single use tool as opposed to having tools in a multitude of areas as they used to. Having a single tool handle a multitude of their tasks is a game changer.
Salesforce streamline our enquire process ensuring multi-channel communication with our studentt
What do you like best about the product?
The ability to seamlessly switch betweeen different channels and ensure a complete meaningful journey
What do you dislike about the product?
Sometimes custom development gets clunky.
What problems is the product solving and how is that benefiting you?
Is managing our student relationship and enquirer processes
Service Cloud to do Business Better
What do you like best about the product?
The ability to have your customer service team, build workflows, easily resolve customer issues and one easy portal for teams to access. Really streamlines processes
What do you dislike about the product?
Sometimes trial and error to set up the right workflow, what can help the team do better, faster
What problems is the product solving and how is that benefiting you?
Building flows that remove manual work so teams can concentrate on real customer service issues and provide superior customer service
Effortless Customization with Top-Tier Metrics
What do you like best about the product?
I love how easy it is to customize Salesforce Service Cloud. It lets me keep all the essential information at my fingertips, which is a big plus. The metrics provided are invaluable in demonstrating the service as a value center, not just a cost. The new agent tools are fantastic for case prioritization, speeding up the customer service process. Customization features and omnichannel routing would convince me to repurchase, as they significantly enhance user experience.
What do you dislike about the product?
I do think email threading needs some work for email to case functionality.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud provides essential metrics that transform service from a cost to a value center. It allows easy customization and enhances efficiency with prioritization tools, improving customer service speed.
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