Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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External reviews are not included in the AWS star rating for the product.
Streamlined Multi-Channel Engagement, Easy Setup
What do you like best about the product?
I appreciate the ease of setup of Salesforce Service Cloud, which allowed us to quickly stand up with the help of a partner and then tailor it over time to suit our team’s specific needs. I find the number of channels we can utilize very beneficial, particularly in consolidating our customer contact points. The integration with Sprout Social and other tools like Service Cloud Voice, omnichannel supervisor, email and web to case enhances our operational efficiency, covering all our requirements effectively making the return on investment substantial.
What do you dislike about the product?
I wish more functionality was available to business users, as this would likely enhance the overall experience and usability for those who rely on it for daily operations.
What problems is the product solving and how is that benefiting you?
Service Cloud helps centralize customer contact points, streamlining interactions and integrating multiple channels efficiently, which significantly supports our technical and order management tools.
Streamlined Customer Connections with Robust Customization
What do you like best about the product?
I appreciate Salesforce Service Cloud for connecting my team to customers, which streamlines communication and enhances experiences. I find case warming, reporting, and internal communication features particularly useful in our operations. These capabilities are pivotal in our call center operations, enabling a smooth workflow.
What do you dislike about the product?
I found the over-customization challenging because it was not integrated globally across different sections. This caused difficulty during the initial setup. Additionally, I wish for an expanded generalized capacity of the console setup.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to connect my people with customers, unsilo communication, and streamline experiences, which improves operational efficiency.
Easy to Use and Onboard
What do you like best about the product?
The platform stands out for its ease of use and effective onboarding features. It simplifies the process for new employees to get up to speed and start using it quickly. Additionally, it supports smooth integration with our existing products, which has been very helpful.
What do you dislike about the product?
Service cloud can get complicated in use for some users nor familiar with true salesforce host of products.
What problems is the product solving and how is that benefiting you?
Service cloud takes away remedial tasks and helps me focus on tasks that require more resources and research.
Helpful for Managers, but Sharing Info with Customers Is Difficult
What do you like best about the product?
It is helpful for our managers to know the SLA.
What do you dislike about the product?
It’s hard to share information with customers because need to have licenses.
What problems is the product solving and how is that benefiting you?
It helps manage our support queue in the best way possible
Great Customer Data, but Telephony Setup Is Challenging
What do you like best about the product?
Full data on customers to unify with sales / marketing sayab
What do you dislike about the product?
Set up and telephony set up and management is difficult
What problems is the product solving and how is that benefiting you?
Unifying account data with service data. Used to use zendesk but seeing the data in Salesforce was very difficult
Great for Business, but Implementation Needs More Support
What do you like best about the product?
Easy to use. And help a lot with my business
What do you dislike about the product?
Implementation can be hard, I needed more support
What problems is the product solving and how is that benefiting you?
Understand business
Great Contact Center Solution, But Pricey
What do you like best about the product?
Best contact center solution supporting Omni channel
What do you dislike about the product?
Too expensive considering competing solution and missing ccaas solution
What problems is the product solving and how is that benefiting you?
Helping solve customer problem
Great User Experience and Easy Navigation
What do you like best about the product?
User experience. Easy to navigate. Customer satisfaction
What do you dislike about the product?
Our company needs a better way of integrating data
What problems is the product solving and how is that benefiting you?
Customer interaction
Our Team Loves It – Extremely Good Experience
What do you like best about the product?
It’s extreme good. Our team loves it……..
What do you dislike about the product?
We like all the features of service cloud.
What problems is the product solving and how is that benefiting you?
Case management, chat.
Effortless Efficiency with Salesforce Service Cloud
What do you like best about the product?
I love how Salesforce Service Cloud because it has significantly enhanced our team's efficiency and accountability, moving us from spreadsheets to a more capable omnichannel system. The ease of setup was impressive, making transition smooth, and the ability to track productivity has been a game changer. Omnichannel is one of my favorite features, automating work allocation and reducing manual efforts, which is invaluable for our management team.
What do you dislike about the product?
I found that integrating Talkdesk with Salesforce Service Cloud did not work out well for us. It didn't meet our expectations for facilitating calls, both incoming and outbound.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud boosts efficiency and transparency, enabling real-time accountability and seamless work assignment, improving productivity significantly.
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