Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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
New to Service Cloud
What do you like best about the product?
Smooth cut over, looking forward to unlocking the power of ServiceCloud over next few quarters
What do you dislike about the product?
UI is extremely busy, takes getting used to
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us scale high quality support, efficiently.
My salesforce rwview
What do you like best about the product?
It is the platform that provide endless features and possibilities.
What do you dislike about the product?
There is not much to dislike about the service cloud
What problems is the product solving and how is that benefiting you?
We want to provide self service capability to our users
Exceptional case management
What do you like best about the product?
The case management workflow is probably the most helpful thing. Options for customizing workflow are also super useful.
What do you dislike about the product?
There is not much that I dislike or can critique about it at this time that is not part of our unique setup.
What problems is the product solving and how is that benefiting you?
Service cloud is solving the problem of case management reporting, which is helping us target what problems our customers are having.
showing 4,621 - 4,630