Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Solid Platform but Setup Requires Customization
What do you like best about the product?
I appreciate the ease of use and agility of Salesforce Service Cloud, which quickly introduces new features to stay ahead in the market. I find the automation and case management features, especially with Einstein, incredibly beneficial for our support processes.
What do you dislike about the product?
I found the initial setup for Salesforce Service Cloud somewhat challenging due to the extensive customizations and significant amount of data that needed to be migrated. Additionally, it was a bit cumbersome to build much of the functionality from scratch, as a lot of what's available seemed to be just the bones, requiring more standard functionalities to avoid extensive custom implementation.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management and routing, automating support processes, and leveraging Einstein for efficiency, which greatly streamlines our operations.
Powerful Tool for Case Management with Room for Improvement
What do you like best about the product?
I appreciate Salesforce Service Cloud's out-of-the-box functionality, which negates the necessity for extensive customization and simplifies our processes significantly. The milestones and omnichannel routing features are exceptionally beneficial, streamlining our case management and internal operations seamlessly. The direct SDK integrations from external systems enhance our workflow efficiency.
What do you dislike about the product?
I have observed several issues with channel routing in Salesforce Service Cloud. Despite users being available, the system sometimes incorrectly shows them as unavailable in certain scenarios. This is a point where there could be some improvement.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to tackle routing challenges and manage SLAs efficiently. Its out-of-the-box features minimize customization needs, simplifying our operations considerably.
Great Omnichannel Features, but Pricey
What do you like best about the product?
Omnichannel
Routing
Service reply
Case summarization
Routing
Service reply
Case summarization
What do you dislike about the product?
Price tag. Service cloud is expensive and they make it more expensive with agentforce
What problems is the product solving and how is that benefiting you?
Improve contact centrr
Service Cloud Makes Case Management Easy and Efficient
What do you like best about the product?
Service cloud has been really helpful for putting together cases and managing cases directly in the org where we have our accounts and our sales process
What do you dislike about the product?
There’s nothing I dislike about service cloud. It’s very easy to use and I’m very happy.
What problems is the product solving and how is that benefiting you?
Case resolution and triage
Great Service Console and Case Management, but Omni Channel Assignment Is Confusing
What do you like best about the product?
Service console, case management and omni channel finitionalities
What do you dislike about the product?
Omni channel assignment is quite confusing for end users
What problems is the product solving and how is that benefiting you?
Customer case management
Robust, User-Friendly, and Scalable Solution
What do you like best about the product?
I love the overall customer experience facilitated by Salesforce Service Cloud. It's great for engaging with our customers and managing cases, which helps in tenant management, account management, and product support. I find case management immensely useful as it's the primary channel for communicating with customers effectively. The integration with tools like Jira allows seamless API interactions to update and manage cases efficiently. The product's usability and robustness enable engagement with customers on both small and large scales, making it powerful for any large-scale organization.
What do you dislike about the product?
I would love to see more options for creating cases at a larger scale, like, proactively. As an internal support user, I wish it was a lot easier to create a large number of cases for a large subset of our customer base or a unique combination of the customers to inform them of issues that impact them specifically.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer experience, enabling proactive case management for tenant and account needs, and efficiently handle incidents and crises communications.
Great for Managing Customer Data, No Issues So Far
What do you like best about the product?
It helps keep up with our customers data
What do you dislike about the product?
I have no issues so far that I have experienced
What problems is the product solving and how is that benefiting you?
It’s resolving our notes issues!
Effortless Integration and Stellar Ticket Management
What do you like best about the product?
I really appreciate how easy it was to set up Salesforce Service Cloud, which integrates smoothly with our existing user base and communication channels. The system excels in making ticket management effortless, offering a clear overview for prioritization and allowing seamless ticket submission without needing separate systems. Additionally, the integration with our existing workflow is fantastic, and its automation tools are extremely useful, making process creation for approvals simple. The ability to manage escalations easily is another added benefit. Given these features, I would definitely buy Service Cloud again and highly recommend it with a score of 10.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline ticket management, making it easy to communicate ticket information with users and to prioritize tasks effectively. It integrates seamlessly with existing workflows and systems, enhancing our ability to manage and resolve issues efficiently.
Great for Managing Customer Interactions
What do you like best about the product?
It is helpful for us to manage our customer interactions.
What do you dislike about the product?
Custom field limits in Case. We have many different user groups and we are out of fields.
What problems is the product solving and how is that benefiting you?
Solving centralized customer communication and knowledge repository.
Easy to Use and Implement
What do you like best about the product?
Easy if use and implementation. Allows us to reach our customers where they are
What do you dislike about the product?
gov and system limits and some out of the box features take time to implement
What problems is the product solving and how is that benefiting you?
Omnichannel and ease of use. We can customize to keep our branding
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