Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Great Automation Tools, But Lacking Innovation Compared to Agentforce
What do you like best about the product?
I love Web-to-Case, Service Console, and automation using Flows.
What do you dislike about the product?
Similar to Sales Cloud, I feel that innovation and new features are few for Service Cloud. Most of the shinny new features and highlights are on Agentforce.
What problems is the product solving and how is that benefiting you?
Service Cloud helps my company keep track of internal tickets and requests. Service Console gives users and managers everything that they need in one screen. Flows and other tools like macros, validation rules, formula fields automate processes and save our company precious time.
Great for Centralizing Data, But Needs Other Clouds for Full Functionality
What do you like best about the product?
It helps to bring all necessary data together to help the EE’s to their work more effectively and efficiently
What do you dislike about the product?
That you need other clouds to have it work to its full potential
What problems is the product solving and how is that benefiting you?
It’s helping with getting our customer service team more organized with our sales team and what needs to be communicated to our customers and how to help them
Great Experience with Service Cloud Voice
What do you like best about the product?
Service cloud voice is making customer support easy
What do you dislike about the product?
Integration with Genysys needs more enhancement
What problems is the product solving and how is that benefiting you?
Customer support for our client creating service of the future
Speeding Up Ticket Resolution
What do you like best about the product?
The ability to track the dispatching. Helps support staff close tickets faster
What do you dislike about the product?
There isn’t a native jira integration into the interface
What problems is the product solving and how is that benefiting you?
Helping our team handle the service cases and closing tickets quickly
Elevated Customer Experience with Seamless Setup
What do you like best about the product?
I appreciate Salesforce Service Cloud for its better customer experience compared to Microsoft Dynamics. The preconfigured settings with easy module additions, lots of instructions, and learning resources like Trailblazer make it user-friendly. I love how swiftly it helps us provide a more personal and efficient customer service experience, enhancing overall satisfaction. The integration with useful tools like Slack, softphone functionalities, and seamless access to customer records makes it very effective. It supports integrations with Power BI and Microsoft 365, aiding in reporting services and employee identification. Its evolving nature, with continued feature additions, makes it future-proof, and I would confidently recommend it to others.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us deliver a more personal customer experience by reducing the time needed to access records and understanding customer needs better.
Super Easy to Use—No Complaints!
What do you like best about the product?
It's so easy! It's built on top of Salescloud.
What do you dislike about the product?
Frankly, we are still not in a position for negative feedback. However, we wish some Service cloud features were native to every cloud.
What problems is the product solving and how is that benefiting you?
We still need to adopt good use cases of Service Cloud.
Service Cloud
What do you like best about the product?
I appreciate how the system allows you to personalize it through configuration options. This flexibility makes it easy to tailor the experience to your own preferences.
What do you dislike about the product?
There are many apps available, but at times they are not very intuitive to use.
What problems is the product solving and how is that benefiting you?
Providing a comprehensive customer 360 view is essential. This approach helps to gather and unify all relevant customer information, making it easier to understand and serve customers effectively.
COO
What do you like best about the product?
It allows our teams to seamlessly service customers both internally and externally
What do you dislike about the product?
How integrated it is into many different forms of communication
What problems is the product solving and how is that benefiting you?
Communication across multiple teams to service accounts
Neutral Experience: No Strong Likes or Dislikes
What do you like best about the product?
Excellent product we use this on every day
What do you dislike about the product?
No concerns, Excellent product we use this on every day
What problems is the product solving and how is that benefiting you?
Excellent
Efficient Case Tracking, but User Experience Needs Agentforce Integration
What do you like best about the product?
Tracking customer cases is straightforward, and it’s easy to keep relevant conversations organized.
What do you dislike about the product?
The user experience would benefit from the integration of Agentforce.
What problems is the product solving and how is that benefiting you?
Gaining clear visibility into each client's case allows us to provide them with strong support.
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