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.
Absolutely Essential for Customer Success
What do you like best about the product?
I absolutely love Salesforce Service Cloud for its seamless integration and comprehensive features like enhanced chat, service replies, and agent force implementation. The setup was a breeze, supported by ample guidance and documentation. It's an essential tool for handling millions of customer interactions at especially with the Customer 360 capabilities. The product's constant evolution with more features than five years ago is impressive, and I enthusiastically recommend it with a perfect score of 10 out 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 for managing millions of customer interactions efficiently benefiting our customer 360 team significantly.
Service cloud admin
What do you like best about the product?
It has self help feature and case recommendations. It allows me to review the dashboard easily.
What do you dislike about the product?
Service cloud allows Multi tabs. They could be slow
What problems is the product solving and how is that benefiting you?
Email to case was good!
Salesforce Service Cloud: Effortless Setup and Streamlined Support
What do you like best about the product?
I love the enhanced features of Salesforce Service Cloud, which have made the overall journey great. The platform has significantly benefited us by allowing our sales agents to resolve cases efficiently and provide better customer service. I also appreciate the system’s flexibility and efficiency in development, and how easy it is to configure.
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 efficiently track emails and cases, allowing our agents to resolve issues faster and provide better customer service.
Centralized Customer Support Made Easier, But Steep Learning Curve
What do you like best about the product?
I like how service cloud centralized customer interactions in one place. It makes it much easier to track cases and provide faster and more personalized support.
What do you dislike about the product?
I think that it can be a little too complex at first, but with the proper training and knowledge it gets easier with time.
What problems is the product solving and how is that benefiting you?
We are solving the case management issue within our firm and it helps us unify all the data of our clients. We get a complete view of the cases and we don’t need to refer to different systems.
Great Support and Resources, but Steep Learning Curve with Salesforce
What do you like best about the product?
I enjoy the vast array of things you can do with data in Salesforce. Automating makes things easy, customizing helps it fit your org's needs.
What do you dislike about the product?
Sometimes it feels like an exclusive club to using Salesforce. At the same time, there is so much documentation and support around Salesforce to help get through the learning curve.
What problems is the product solving and how is that benefiting you?
Automations have changed our org so much and eliminated a ton of tedious work!
Improved Ticket Resolution with Flow, but Interface Needs Work
What do you like best about the product?
I've noticed an improvement in the rate of tickets being answered and closed on time, thanks to the follow-up actions available in Flow.
What do you dislike about the product?
The current user experience with the interface
What problems is the product solving and how is that benefiting you?
The onboarding process for new employees, as well as the IT PC checkup, are both important aspects of starting at the company.
Great Usability and Experience, but Too Many Tabs
What do you like best about the product?
Usability and customer experience and ease of navigation
What do you dislike about the product?
Too many tabs in the platform and nothing other than that
What problems is the product solving and how is that benefiting you?
Enabling self service portals and digitalization of customer journey and experience
Excellent Case Management, No Complaints
What do you like best about the product?
Case management is the best functionality
What do you dislike about the product?
I don’t think of any as we are greatly satisfied
What problems is the product solving and how is that benefiting you?
Customer queries and questions about our platform. Benefit are many.
Intuitive and Customizable, but Complex for New Users
What do you like best about the product?
I like how intuitive and customizable Salesforce Service Cloud is
What do you dislike about the product?
Sometimes the platform can feel complex to configure for new users, and customizations may require support from technical teams or consultants.
What problems is the product solving and how is that benefiting you?
Nothing
Powerful and flexible
What do you like best about the product?
What I really like about Service Cloud from an admin point of view is how smoothly it brings everything together from case automation and Omni-Channel routing to real-time dashboards and the Service Console. It saves so much time by reducing manual work, keeping support organized, and giving a clear view of what’s happening. Plus, it’s flexible enough to fit any team’s workflow, which makes managing and scaling support operations a lot easier.
What do you dislike about the product?
It’s powerful, but that also means troubleshooting or training new users takes time. Plus, some features feel pricey or locked behind extra licenses, which can be tough for nonprofits or smaller orgs trying to stay budget-friendly.
What problems is the product solving and how is that benefiting you?
For us, Service Cloud has made everything so much more organized and efficient. All student, teacher, and donor inquiries come into one place, so nothing slips through the cracks. It routes requests to the right person automatically, tracks progress, and gives us clear visibility into where things stand. The reports make it easy to see how quickly we’re responding and where we can improve. Overall, it’s helped us communicate better, work faster, and provide a smoother experience for everyone we support.
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