Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Great All-in-One Platform, but Telemetry Add-Ons Are Frustrating
What do you like best about the product?
Being able to consolidate sales, support and a customer portal in one platform.
What do you dislike about the product?
Some telemetry features should be included in the license. I don't understand why we need to pay an add on for that (Platform shield) to keep track of case access
What problems is the product solving and how is that benefiting you?
Consolidating support, sales and self-service in one platform.
Developer review of service cloud
What do you like best about the product?
I like Salesforce Service Cloud because it provides a powerful, unified platform for managing customer support efficiently. It combines case management, automation, and real-time collaboration in one place, which streamlines how teams work and respond to customers.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and feature-rich platform, the cost can be quite high, especially when scaling to larger teams or requiring multiple add ons. Licensing differences between Platform and Full Service Cloud users also introduce limitations, particularly around case and account management.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps solve the challenge of managing customer support efficiently across multiple channels. It brings together cases, emails, chats, and calls into one unified system, ensuring no request falls through the cracks.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
Service Cloud Bringing Teams together
What do you like best about the product?
Connecting agents faster for productive work
What do you dislike about the product?
Licensing higher costs to scale out for all users in the org
What problems is the product solving and how is that benefiting you?
Allowing to helps agents resolve customer issues faster
Great Tool for Contact Center Operators
What do you like best about the product?
Helpful for operator of contact center and customer care
What do you dislike about the product?
Integration and api with other system integration
What problems is the product solving and how is that benefiting you?
Voice calls integrations with the system by our providers
Great for Data Management, but Deployment Is Complex
What do you like best about the product?
Manage a large volume of data while easily connecting with other Salesforce clouds.
What do you dislike about the product?
Like many other SF projects, these are complex to deploy.
What problems is the product solving and how is that benefiting you?
Resolver 360 provides users with insights into all the touchpoints within my organization.
Easy to Implement, but Adoption Can Be Challenging
What do you like best about the product?
Easy to implement and lots of great featurea
What do you dislike about the product?
Adoption sometimes is hard and so sometimes hard to measure
What problems is the product solving and how is that benefiting you?
All features are seamlessly integrated.
Great Built-In Features, but Some Setups Are Cumbersome
What do you like best about the product?
Built in features for email to case. Easy to extend and build from.
What do you dislike about the product?
Some features take more steps than seem necessary to setup
What problems is the product solving and how is that benefiting you?
Case management and knowledge management. Helping us to scale, handle volume, and deflect cases
Efficient Client Management, but Initial Setup Is Tricky
What do you like best about the product?
It's truly impressive how easy it is to get a comprehensive view of our clients while working on cases. This feature makes the whole process much more efficient and enjoyable.
What do you dislike about the product?
Implementing it for the first time can be somewhat complicated.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud provides us with a comprehensive view of each client's history, ensuring that we are always prepared to respond whenever necessary.
Great Customization and User-Friendly for Service Reps
What do you like best about the product?
The level of customisations it allows and ease out work of service reps
What do you dislike about the product?
Nothing so far.Everything is makingit easy to use
What problems is the product solving and how is that benefiting you?
Case routing via omni channel is making easier to distirbute cases
Streamlined Customer Support, Needs Flexible Pricing
What do you like best about the product?
I find Salesforce Service Cloud's components very efficient for providing supervisors with a quick real-time summary of operations, which helps in overseeing customer support more effectively. The recent new features seem promising for streamlining resolution rates and enhancing the success rate for inquiries. I also find the ability to integrate with other channels like WhatsApp and social media valuable for expanding our capabilities.
What do you dislike about the product?
I find the pricing models for Salesforce Service Cloud to be complicated, especially when it comes to adding more users who require access for executing certain tasks. The pricing structure seems inflexible, making it challenging to provide appropriate access and filters to users who need them without exceeding budget constraints. This complexity can limit our ability to perform specific escalations and required steps efficiently.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines handling customer inquiries, especially reservations and machine changes, while real-time summaries improve management oversight.
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