Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Effortless Implementation, Great ROI
What do you like best about the product?
I find Salesforce Service Cloud easy to implement and it's faster to use compared to alternatives like SAP. Its case management and queue management capabilities efficiently support our call center operations, helping agents resolve customer queries swiftly. The task and knowledge management features are also crucial to our success. Overall, its ease of use, quick implementation, and excellent ROI make it highly valuable.
What do you dislike about the product?
I find that the user interface could be more customer intuitive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for effective case and queue management, solving customer problems rapidly, boosting call center efficiency, and it's easy and fast to implement.
Convenient and Productive Customer Connections
What do you like best about the product?
The convenience of connecting customers and more productive.
What do you dislike about the product?
Nothing as such currently - I’d love to learn more.
What problems is the product solving and how is that benefiting you?
Addressing user questions
Easy Case Management, but Could Be Faster
What do you like best about the product?
Case management is easy to do so love it
What do you dislike about the product?
May be it could be a little more faster to load
What problems is the product solving and how is that benefiting you?
Case management for the client
Great Unified Client View, but WhatsApp Integration Needs Improvement for South America
What do you like best about the product?
Unified vision of the client. Call center can perform in one tool
What do you dislike about the product?
WhatsApp integration not that clear for markets like South America
What problems is the product solving and how is that benefiting you?
24/7 attention.
Great for Centralizing Service Cases, but Switching from Sales Cloud Is a Hassle
What do you like best about the product?
Being able to capture service cases at one place
What do you dislike about the product?
Have to switch from sales cloud while working
What problems is the product solving and how is that benefiting you?
Managing service cases
Service Cloud Helps Us Manage Student Cases Across Departments
What do you like best about the product?
Service Cloud enables our students to submit a variety of case types to different departments. For example, since we have many international students, the DSO can monitor and address any issues students encounter with their visas.
What do you dislike about the product?
At the moment, students tend to submit several similar cases if they do not receive a prompt response. We are hoping that Salesforce will be able to identify and automatically merge these duplicate cases, as our current system lacks this capability.
What problems is the product solving and how is that benefiting you?
This tool has enabled us to streamline the way we respond to student questions, and, importantly, it now allows us to track individual cases and maintain historical records. From a data standpoint, we are able to identify recurring issues more easily, which helps us refine our processes or develop targeted solutions.
Comprehensive Customer Insights with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to provide a 360-degree view of the customer. It centralizes all interactions, cases, and communication history in one place, which helps service teams respond faster and offer more personalized support
What do you dislike about the product?
One thing I dislike about Salesforce Service Cloud is that it can be quite complex to set up and customize. It offers so many features that new users can feel overwhelmed at first. However, once you get used to it, the flexibility becomes one of its biggest strength
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the challenge of managing customer interactions across multiple channels. By bringing email, chat, phone, and social cases together in one place, it ensures a seamless customer experience. For us, it has significantly improved efficiency, response speed, and customer satisfaction rates.
Powerful Customer Support Platform, but Complex Setup for Small Teams
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes all customer interactions, giving agents a full view of each case. It’s powerful, flexible, and helps deliver faster, more personalized support through automation and easy integration with other systems.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that it can be complex to configure and maintain, especially for smaller teams without admin support. Some setup areas require many steps, and the user interface can feel a bit heavy when managing large case volumes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline case management and centralize customer data, making it easier to resolve issues faster and deliver more consistent, high-quality support
Great for Data Integration, Challenging for Enterprise-Wide Alignment
What do you like best about the product?
It helps combine data from multiple platforms information on how we best service our clients, such as triage of change
What do you dislike about the product?
It could be challenge to draft the enterprise wide vision of the execution plan because all business interests and units need to be aligned
What problems is the product solving and how is that benefiting you?
It has been helpful in addressing how we can better serve our customers and manage incoming requests more effectively.
Great for Customer History and Case Management
What do you like best about the product?
Complete customer history and case management
What do you dislike about the product?
Cost and learning curve. Hard to get our team up to speed.
What problems is the product solving and how is that benefiting you?
Customer center knowledge
showing 501 - 510