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.
Seamless Case Management Boosts Customer Satisfaction
What do you like best about the product?
I appreciate the ease of use of Salesforce Service Cloud and its out-of-the-box functionality, which handles many of our needs seamlessly. The integration with other platforms, such as Microsoft and Google Cloud, enhances our workflow efficiency. Case management features like email to case, auto capturing CSAT, and case routing are invaluable, significantly improving our customer service and satisfaction ratings. The seamless integration enables effective automation, creating a substantial benefit for our customer management. Salesforce Service Cloud's overall effectiveness is also a key reason for continued use and potential future purchase.
What do you dislike about the product?
I think that the service has a huge opportunity for AI, to further automate and provide best in class service to customers. I would make it more widely available to Service Cloud customers.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline case management, improving customer service and satisfaction. The seamless integration with other platforms automates processes, benefitting our team significantly.
The gold standard
What do you like best about the product?
It enables the right business outcomes for us and our customers.
What do you dislike about the product?
There is absolutely nothing to dislike about it.
What problems is the product solving and how is that benefiting you?
Help desk service support
Great Service Coverage, But Lacks Real-Time AI Market Insights
What do you like best about the product?
Service business coverage, ability to do business with service team easily
What do you dislike about the product?
Need AI applied on top for real time market insights
What problems is the product solving and how is that benefiting you?
Srvice agents issues handled quick
Great Connectivity, Security Concerns Remain
What do you like best about the product?
I really appreciate that our clients find the Salesforce Service Cloud to be trustworthy, especially in terms of security, which is very reassuring. The cloud-based data handling capabilities are also very satisfying, making it easy to access and use important data efficiently. Additionally, I value the connectivity across all Salesforce products, which facilitates seamless integration when implementing new products, ultimately enhancing our service cloud experience.
What do you dislike about the product?
I find that the setup process for Salesforce Service Cloud was not easy. Due to our lack of familiarity with Salesforce, we needed a lot of help from Salesforce experts and their account team. Additionally, there is a significant concern about the security of the cloud system, as clients, particularly their IT departments, are hesitant to trust it. This indicates a trust issue with cloud-based services. The user experience (UX/UI) is also challenging for beginners, making it not very easy to start with for new users.
What problems is the product solving and how is that benefiting you?
The product allows easy access to important data through the cloud, making it straightforward to find, which benefits my client despite initial trust issues with cloud systems.
Great Toolset for CS Teams, No Major Drawbacks
What do you like best about the product?
The collection of tools it offers is very helpful for CS teams.
What do you dislike about the product?
Thats a hard one as there isnt something
What problems is the product solving and how is that benefiting you?
Traceability of tickets
Easy and Flexible, but Missing Something
What do you like best about the product?
I think it is very Easy and flexible to use
What do you dislike about the product?
The pricing is high and it was lacking features in the past. That is now resolved
What problems is the product solving and how is that benefiting you?
Put customers want to be able to contact us when things are not as expected
Service Cloud Saves Time and Money, but Needs Better Marketing Integration
What do you like best about the product?
The best thing about Service cloud is that this product helps our team and our client to save money and time with all process
What do you dislike about the product?
I believe the Service Cloud ought to be integrated with Marketing Cloud so that communications can be sent automatically.
What problems is the product solving and how is that benefiting you?
Is helping me to accelerate digital transformation on mu contact center
Highly Customizable but Needs Some TLC
What do you like best about the product?
The standout feature of Service Cloud is its high level of customizability. It’s useful to create a fully tailored experience for each service team, adapting the platform to their specific requirements, and much of this customization can be achieved using declarative tools. Additionally, configuring various channels such as web-to-case and email-to-case is fairly straightforward. Salesforce’s reporting and dashboard features, along with customizable Home pages, make it possible to track important metrics and share them with stakeholders and service team members.
What do you dislike about the product?
Knowledge and Service Cloud would benefit from updates to make the setup process feel more modern and user-friendly, particularly when configuring a self-service Experience Cloud site that incorporates Knowledge. Additional enhancements, such as improved HTML editor support for web-to-case forms, would also make setup more approachable. Rather than dedicating most resources to the latest features, it would be great to see renewed attention on the core platform and longstanding idea exchange or known issue articles. Not everyone can invest in the newest agentic experiences, but we still want to provide the best possible solutions for our organizations.
What problems is the product solving and how is that benefiting you?
This tool allows both users and customers to submit help or service requests, enabling us to monitor the progress of internal and external requests alike. It also helps us distribute responsibilities more effectively within our team.
Efficient Customer Support with Salesforce Service Cloud, but Complex Setup and High Costs
What do you like best about the product?
Salesforce Service Cloud streamlines customer support through case management, automation, and omnichannel tools. I like how it gives a complete customer view, enabling faster resolutions, personalized service, and improved customer satisfaction.
What do you dislike about the product?
Some configurations can be complex and time-consuming. Licensing costs can add up, and performance may slow when handling large data volumes or heavily customized setups.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer interactions, automates case handling, and provides agents with full customer context. This improves response time, boosts efficiency, and enhances overall customer satisfaction through consistent, personalized service.
Great Multichannel Support and Automation, but Data Presentation Needs Improvement
What do you like best about the product?
What I appreciate most is how it enables us to assist our customers across a wide range of channels without any disruption, while keeping everything organized in a single location. The automation features are especially valuable, as they help us spot trends and take action accordingly.
What do you dislike about the product?
A customer case involves a significant amount of data coming from various sources and objects, which makes it challenging to present all that information to the representative in a clear and efficient manner.
What problems is the product solving and how is that benefiting you?
Omnichannel support was something we lacked before implementing Salesforce Service Cloud. Now, we can assist our customers across all these channels, and we’re also able to identify trends in their case history data. This allows us to automatically initiate retention efforts whenever we notice warning signs.
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