Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Individualized Support via Salesforce Service Cloud
What do you like best about the product?
Service Cloud's flexibly platform and ease of configuration allows DUFL to customize our service to the individual customer. We are able to readily support unique customer requests; and build customer profiles that prompt service operations and logistics teams to a a customer's specific requirements - whether that's cleaning requirements on their clothing, or identifying their favorite hotels to stay in. The ability to treat our customers as unique individuals on each and every interaction is key to DUFL; and helps our team members provide the true White Glove Service that our customers expect.
What do you dislike about the product?
Like most powerful tools, the learning curve can be a bit daunting. Once you understand how Service Cloud functions, and how you can customize your own system to fit your needs, there are countless solution--sets. However, the new user or CSR may get lost in the complexity and hence fails to take full advantage of all the tools available. For example, creating customized views is simple enough; however, I find a lot of new users are not comfortable with "playing around" in the system and thus avoid creating their customized views.
The solution is training and easy to follow guides for the CSR.
The solution is training and easy to follow guides for the CSR.
What problems is the product solving and how is that benefiting you?
At DUFL, we strive for service excellence on each and every interaction with our customers. We have set out to change human behavior by asking our customers to trust us with their belongings, and more importantly to deliver their items on time in order for them to facilitate business on the road. Therefore, we have an obligation to our customers to provide premium customer service, instilling trust in our product.
Salesforce lets us keep a complete record of each individual’s unique needs, so we can provide a customized experience and exceptional support at every touchpoint. DUFL customers register and create an account within the DUFL app and our back-end systems. Account information is imported to Salesforce so externally-facing teams can access customer information quickly, in a user-friendly format via Service Cloud. The ease of use, flexibility and transparency of Salesforce lets us focus on our core competencies and growing our business.
Salesforce lets us keep a complete record of each individual’s unique needs, so we can provide a customized experience and exceptional support at every touchpoint. DUFL customers register and create an account within the DUFL app and our back-end systems. Account information is imported to Salesforce so externally-facing teams can access customer information quickly, in a user-friendly format via Service Cloud. The ease of use, flexibility and transparency of Salesforce lets us focus on our core competencies and growing our business.
Recommendations to others considering the product:
Service Cloud is a great primary support interface for support agents; but take advantage of the plug-ins like CTI and translation to keep customers happy.
Use of Service Cloud
What do you like best about the product?
Ability to see everything in one place and track every interaction
What do you dislike about the product?
Reporting can take sometime to learn and it can be difficult to see information without deep knowledge
What problems is the product solving and how is that benefiting you?
Quicker response time and actually being able to solve customer problems
Salesforce Service Cloud great solution for client service providers
What do you like best about the product?
I like the interface, I like the easy navigation and how easy you can go from different records (company is the main tab with several subtab of a case, a contact or opportunity record). Plus the fact that it's very 'service' oriented.
What do you dislike about the product?
There is not much yet I dislike about the Salesforce Service Cloud. Everything works fine.
What problems is the product solving and how is that benefiting you?
The benefit of the feature being user-friendly enabled us to use all its service oriented features easily.
Recommendations to others considering the product:
Highly recommended for every service oriented user, it's easy to navigate and user-friendly!
Salesforce Service cloud Eases my service to customer with high customer satisfaction
What do you like best about the product?
Ours is a product based company which supplies services for the product, We have over 1000+ customer ,Providing service for all of them and managing their case history and Solutions ,Reduces our effort in reoccurring cases. Live Agent helps us to provide online support.
What do you dislike about the product?
Since we have 1000+ clients and 20000+ products in our business, We are finding difficult in the reports and dashboard making. In many occasion we are finding difficult in getting accurate data from Reports and Dashboard mainly we sit for writing code to achieve it which is time consuming.
What problems is the product solving and how is that benefiting you?
We provide service to the Customer on the product we supply, This made us trust worthy among the customers by the service we provide , with our previous system we do not have much customers using our product. After changing to salesforce CRM we get spike in customers.
Recommendations to others considering the product:
This is an Amazing platform for your business to provide Quality service to your business partners and Customers.It also have some external application from App-exchange. If you are utilizing the the platform more . there are more such apps available in Appexchange. This will ease your difficulties that you face.
Very Good
What do you like best about the product?
Total Package (end to end) --- we can deliver a smarter, faster, and more personalized service experience to every customer with the world’s #1 customer service platform
What do you dislike about the product?
CTI integration with Service is not so matured
What problems is the product solving and how is that benefiting you?
Servicing Customer
We use Salesforce for absolutely every aspect of our business except our product itself
What do you like best about the product?
The control it gives me. As a small business owner I don't have extra employees to be checking that data is correct or that everyone has the latest training. I rely on making CERTAIN people can't do certain things.
What do you dislike about the product?
It can be difficult to find good developers that will take smaller < $XX,XXX projects
What problems is the product solving and how is that benefiting you?
We focus mainly on business processes. How can keep things moving forward and prevent things from falling through the cracks
Recommendations to others considering the product:
There is a fairly steep learning curve, but when i recommend Salesforce to friends I tell them how I preferred growing INTO a product rather than OUT of it. I know Salesforce is used by huge companies to that gives me the direction to do things like them.
Have to implement more advanced features
What do you like best about the product?
Testing chat clients for prospects. Setting up effective email workflows.
What do you dislike about the product?
Support is limited for what we need to do by ourselves.
What problems is the product solving and how is that benefiting you?
Putting all customers communication in one place and closing business deals.
Recommendations to others considering the product:
Research how other companies have done this before you do it yourselves.
I'm working as a salesforce developer for Sales and Service Cloud for almost 5 years.
What do you like best about the product?
I like the design and the functionalities, macros, omni channel and live agents.
What do you dislike about the product?
the limitations on case layouts, especially the part where you can't add visualforce on the related list area
What problems is the product solving and how is that benefiting you?
On our business, we have partner accounts, buyer accounts, agent accounts. We have issues on setting up the schema on how we can relate them with one another. With the use of Case Management System, we're able to tie them up in a very effective way where we can extract reports and get accurate data.
Recommendations to others considering the product:
Salesforce Service Cloud can make your staffs more productive using only it's out-of-the-box functionalities. There will be much more awaits if you have a good developer that can add more customization into it. You'll definitely see the ROI on this product.
Salesforce Service Cloud Review
What do you like best about the product?
The fundamental features work well for lead and account management.
What do you dislike about the product?
Complications of needing a FT salesforce admin to make the software feasible for our company.
What problems is the product solving and how is that benefiting you?
Sales management. We use SF extensively and have done for for 6 years. We have over 9,000 accounts and >50,000 leads.
Moving to Service Cloud at the same time as we moved to Salesforce was an excellent investment.
What do you like best about the product?
Integration with Salesforce overall, flexibility in dashboard creation, and ease of integration between our other systems and Salesforce / Service Cloud. Also, our ability to create our own objects and custom views to our data is valuable.
What do you dislike about the product?
We find it difficult to automate the tracking of effort spent on tasks and cases. We are trying to better understand the effort we spend on cases overall, and it is awkward and we may need to do custom programming.
What problems is the product solving and how is that benefiting you?
Manual tracking of customer cases and providing insights into what customer problems need addressing first. Benefits are from being able to capture our own data on both calls and emails, and continue to use more Service Cloud / Salesforce and their technology partners' tools to do that.
Recommendations to others considering the product:
Yes, especially if you have a strong Salesforce foundation as a CRM, and want to leverage that platform across your company. Having some technical ability to customize Service Cloud and Salesforce helps a great deal.
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