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.
So accessible and useful
What do you like best about the product?
The amount of detail that we need for a program for our company was found in Salesforce. It has been so easy to do what we need with the amount of data we work. And the user experience has been great, even for people that are not good with technology.
What do you dislike about the product?
Sometimes it can get a little buggy or complicated, but it's usually easy to figure out where some wires were crossed.
What problems is the product solving and how is that benefiting you?
Keeping all of our data organized and protected.
Service Cloud makes the difference!
What do you like best about the product?
Although we are using Salesforce and the Service Cloud for a while already we are still at the beginning of our Service journey. For us Service Clouds makes a big difference on how we can deal with all our customers inquiries and how we can apporach them best. It also provides full visibiliy to everyone in the organization and is an essential part of our customer 365 view.
What do you dislike about the product?
It is not exactly about the Service Cloud itself but for us changing old habbits and establish new ways of working with the Service Cloud sometimes is a challenge.
What problems is the product solving and how is that benefiting you?
It is helping us with customer questions, complaints and warranty and or quality issues.
Its an awesome product with full of features a service industry wants.
What do you like best about the product?
- Omni Channel
- CTI support
- Chatbot
- Service console
- Easy to integrate
- User friendly UI
- Implimenation is fast and easy
- Awesome customer support
- CTI support
- Chatbot
- Service console
- Easy to integrate
- User friendly UI
- Implimenation is fast and easy
- Awesome customer support
What do you dislike about the product?
I don't find any issues in Salesforce Service Cloud in my day to day activity. I am using it almost daiy. The ecosystem has great references to learn, find issue fixes etc.
What problems is the product solving and how is that benefiting you?
It very difficult to manage ticketing system, assigning tickets based on skills. But Salesforce Service cloud make this easy for us.
Very versatile CRM platform
What do you like best about the product?
One of my main reasons to use salesforce is the ability to create my own reports from scratch or use an existing report and editing to fit my requirements exactly. It lets me creates conecctions between lenders, dealershis and customers, so when a case is created, I can see all the players involved at a glance!
What do you dislike about the product?
I have used salesforce in 2 separate companies, on my previous one, we used salesforce to authorise payments and refunds and when a user was not available, the escalation or redirection was clunky, it would not quite go to the right person or the right person would receive, but was not able to authorise. But, this was at the begining, so it might have been a permissions issue that got resolved later.
What problems is the product solving and how is that benefiting you?
One of the higlights of the platform is the fact that I can produce very comprehensive overviews on the complaints department, not only identifying trends with agents, suppliers or customers, but also reports on a bigger picture, based on time of the year and the ability to forecast, to certain extent, the volume of issues we will be dealing with.
Review from a Salesforce Architect
What do you like best about the product?
1.I like the most about Service Cloud Console Feature.
It combines multiple screens in single window view which increases productivity to service agents.
2)I like service cloud macro feature which automates repetitive tasks.
3)I like service cloud entitlement and milestone feature which helps to track customer service lavels.
It combines multiple screens in single window view which increases productivity to service agents.
2)I like service cloud macro feature which automates repetitive tasks.
3)I like service cloud entitlement and milestone feature which helps to track customer service lavels.
What do you dislike about the product?
I would like to see additional features in service cloud to be implemented:
1)Lets consider Email-To-Case feature. Upon creation of case the original email is difficult to access if you consider N number of interactions happened in case. Even one of our customer asked to implement the functionality to attach first communication as a pdf and to be tagged under case attachment.
2)We experienced a problem when a case was owned by a queue and if an automatic out-of-office mail set up was already made by one of the reciepients who is part of that queue/public group. The problem was N number of email (out of office notification) was linked to that case.
1)Lets consider Email-To-Case feature. Upon creation of case the original email is difficult to access if you consider N number of interactions happened in case. Even one of our customer asked to implement the functionality to attach first communication as a pdf and to be tagged under case attachment.
2)We experienced a problem when a case was owned by a queue and if an automatic out-of-office mail set up was already made by one of the reciepients who is part of that queue/public group. The problem was N number of email (out of office notification) was linked to that case.
What problems is the product solving and how is that benefiting you?
I was working with one of the healthcare clients who implemented Service Cloud.
It helped to identify type of the case by leveraging case record type feature.
By leveraging knowledge base it was helpful for agents to quickly get into case and solve the case within SLA.
It helped to identify type of the case by leveraging case record type feature.
By leveraging knowledge base it was helpful for agents to quickly get into case and solve the case within SLA.
Best Customer Service Product
What do you like best about the product?
Capabilities to increase the productivity of the agent, using macros
What do you dislike about the product?
Initially a bit complex to implement and configure
What problems is the product solving and how is that benefiting you?
Service cloud is one stop shop for our customers to reach out and seek support and additional requests
Service Cloud: an all-in-one package.
What do you like best about the product?
Service Cloud by Salesforce comes with out of the box modules that majorly relate to your business process, bwyond this the each and flexibility that it provides for additing custom modules that are specific to your service process is amazing. It offers a complete package of database, workflows, analytics and other necessary features needed by any Service process automization.
What do you dislike about the product?
The Service clouds is so extensive in its features that you sometime tend to get lost from where to start, for this you need to have a proper strategy internally to define a roadmap that will provide you the necessary ROI in the shortest time.
What problems is the product solving and how is that benefiting you?
The major pain are was ease to reghistering Service support requests and the need to track those.
We were able to provide the most modern channels of Customer Support to our customers through Salesforce. The customers now have an enhanced after sales experince, thanks to deployment of features like Web to Case, Email to Case and WhatsApp to Case.
We were able to provide the most modern channels of Customer Support to our customers through Salesforce. The customers now have an enhanced after sales experince, thanks to deployment of features like Web to Case, Email to Case and WhatsApp to Case.
Amazing Force for Sales
What do you like best about the product?
Amazing easy to use Navigation
Smooth UI Experience
Easy to customize
Smooth UI Experience
Easy to customize
What do you dislike about the product?
So many features so you need expert consultants to use it fully :)
What problems is the product solving and how is that benefiting you?
Customers are alwasy happy
My Service Cloud Experience
What do you like best about the product?
It's effeicent and it allows me to provide excellent customer service to the students I help at Texas A&M University as a Salesforce CRM & Technology Administrator.
What do you dislike about the product?
There's nothing I would say I dislike it because I believe it's the best platform out there to take advantage of when it comes to providing excellent customer support.
What problems is the product solving and how is that benefiting you?
It's solving my ability to be able to close cases in an excellent way for the students I have to help at Texas A&M when it comes to issues about their financial aid, admissions, etc.
So far is have been awesome. I really like Salesforce.
What do you like best about the product?
Ease of use and Implementation. There are a lot of fuatures.
What do you dislike about the product?
Salesforce is pricely for small non profit.
What problems is the product solving and how is that benefiting you?
We use Service Cloud in our contact center and it helps us to keep record of all interaction with our customer. The reporting features allows us to fullfill partners requirements for reporting.
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