We basically use this software for Customer relationship management.
Agentforce Service
Salesforce, Inc.External reviews
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Service cloud automation
What do you like best about the product?
Cost saving
Workforce automation
Task prioritization
Workforce automation
Task prioritization
What do you dislike about the product?
Customisation challenges
Licensing model
Licensing model
What problems is the product solving and how is that benefiting you?
It is Data-driven insight.
The analytical reports and data helps the company to understand the basic customer requirements, market trends and required changes.
The analytical reports and data helps the company to understand the basic customer requirements, market trends and required changes.
Quick resolution of issues with great case management
What do you like best about the product?
Its really a complete solution for the customer services, great case management which helps in easily and quickly resolve any customer issues, good knowledge base so that customer can look up existing solutions.
What do you dislike about the product?
I would not like to use the term dislike per say bit would use least likable thigh is the load time of the lightning pages wich sometimes reduces the seepd of work.
What problems is the product solving and how is that benefiting you?
The biggest problem that Salesforce Service Cloud solves is the complete solution for the customer services in one place and the visibility of the progress made on each front.
Helps businesses manage and resolve customer inquiries and issues
What is our primary use case?
What is most valuable?
It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ.
What needs improvement?
The integrations with other solutions can be improved.
For how long have I used the solution?
I have experience with Salesforce Service Cloud for almost 1 year.
What do I think about the stability of the solution?
The solution is extremely stable.
What do I think about the scalability of the solution?
Scalability is easy for this solution.
How was the initial setup?
The initial setup was difficult and it took almost three months. Subsequently, after the implementation, we had all the processes in place. The standardization of the processes took around six months due to data standardization efforts. From the initiation of process customization, it took us approximately nine months to complete.
There were two individuals involved in the implementation process. One person was responsible for technical implementation, while the other two individuals focused on working within the processes.
What's my experience with pricing, setup cost, and licensing?
I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten.
What other advice do I have?
It is a centralised CRM solution and I would rate it 10 out of 10.
Best in Market.
What do you like best about the product?
It is a comprehensive customer service platform.
It offers wide range into Integration.
Easy to configure.
It has wide range of community.
It offers wide range into Integration.
Easy to configure.
It has wide range of community.
What do you dislike about the product?
Price is expensive it can be little low.
Learning Salesforce and getting certificate also a very expensive task.
Learning Salesforce and getting certificate also a very expensive task.
What problems is the product solving and how is that benefiting you?
Manual tasks: Customer service agents often spend a lot of time on manual task.
Lack of visibility: Businesses often lack visibility into customer interactions, which can make it difficult to identify trends and patterns.
Lack of visibility: Businesses often lack visibility into customer interactions, which can make it difficult to identify trends and patterns.
Service cloud Automation
What do you like best about the product?
Service cloud Automation is very helpful in overall process automation, resolution and customer satisfaction.
360 degree ticket management
360 degree ticket management
What do you dislike about the product?
Cloud is not very easy to use.
Cost of buying
Cost of buying
What problems is the product solving and how is that benefiting you?
Ticket management
Data can be gathered across platforms.
Ease of automation in process building
Data can be gathered across platforms.
Ease of automation in process building
Einstein Chat bot and OmniChannel
What do you like best about the product?
The user easily solve issues through live web chat connect with agent and explain their issues.Agent explained the user problem and solve issues.
What do you dislike about the product?
Some times the omni channels automatic show offline when the internet connection is low .The omni channels status does not show available all the time when the agent is login in the sales force systems.
What problems is the product solving and how is that benefiting you?
The user can solve their issues in some times using the sales force live web chat WhatsApp.the sales force increase the sales and support productivity
Salesforce sales cloud
What do you like best about the product?
Automating my sales process and helping my sales team
What do you dislike about the product?
cost of the application as for small business it could be high
What problems is the product solving and how is that benefiting you?
automating the sales process
Live web chat and Einstein chat bot
What do you like best about the product?
It helps efficient engagement of users with customers and agents which reduces time and increase productivity of businesses. It act as a junction for digital and social platform where communication happen smoothly within no time.
What do you dislike about the product?
There is no option for audio and video call in chat bot. Integration process is very lengthy and time consuming. There should be inbuild integration of products or platforms which is widely used in bussiness process to enhance the efficiency of the services.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps customer to connect users or agents smoothly. Chat bot benefitting in connecting with customer and it incresased the engagement and productivity.
Readymade Customer Management System
What do you like best about the product?
The integration of case management and knowledge base was very helpful in reporting and support
What do you dislike about the product?
The pricing model could be better and the setup could be made more accessible with little knowhow of the service cloud.
What problems is the product solving and how is that benefiting you?
Streamlining the reporting which we used for fintech product and also helping with customer inquiries.
A leading platform for the customer service industry to empower businesses.
What do you like best about the product?
Its ability to seamlessly integrate various customer communication channels like emails, chat, social media, and phones eases the work of managing customer interactions from a single window.
What do you dislike about the product?
Setting up a service cloud initially requires planning and configuration. This requires time and a knowledge base. Businesses without dedicated technical resources need extra effort and spending.
What problems is the product solving and how is that benefiting you?
Analytics and reporting problem
Service cloud reporting and analytics tools provide insights into agent performance, customer satisfaction, and service trends. These data-driven insights are helping the business make informed decisions to improve customer service operations.
Service cloud reporting and analytics tools provide insights into agent performance, customer satisfaction, and service trends. These data-driven insights are helping the business make informed decisions to improve customer service operations.
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