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.
Salesforce Service Cloud: Powerful Service Tool, but Customization Can Be Overwhelming
What do you like best about the product?
The wealth of knowledge Salesforce gathers from its worldwide customer base ensures that, regardless of the service issue you encounter, you are unlikely to be the first to address it using Service Cloud.
What do you dislike about the product?
The greatest advantage of Service Cloud is also its main drawback. Without a clear vision of your end goals, the platform's limitless customization options can end up causing significant challenges in the long run.
What problems is the product solving and how is that benefiting you?
Salesforce serves as our main service ticketing system for customer-facing product support, ensuring that we remain compliant with the regulations relevant to our operations.
Easy Setup and Great Omni-Channel, but Supervisor Permissions Could Improve
What do you like best about the product?
It’s pretty easy to configure. Omni channel is great.
What do you dislike about the product?
It would be nice if supervisors didn’t need to have manage user permissions to assign users to queues or move around skills
What problems is the product solving and how is that benefiting you?
Email to case. Call cases.
Efficient Customer Support with Salesforce Service Cloud's Automation and AI
What do you like best about the product?
I like that Salesforce Service Cloud streamlines customer support by bringing cases, knowledge, and omni-channel communication into one platform. Its automation and AI tools help resolve issues faster, improving both agent productivity and customer satisfaction.
What do you dislike about the product?
I dislike that Salesforce Service Cloud can be overwhelming to set up and customize, especially for complex support processes. It also requires regular maintenance and training to ensure users fully leverage its capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves disconnected support processes, slow case resolution, and lack of customer visibility by centralizing cases, automating workflows, and providing a 360° view of the customer. This benefits me by enabling faster issue resolution, improving customer satisfaction, and streamlining support operations.
Powerful Case Management, but Complex and Costly
What do you like best about the product?
The most impressive aspects of Service Cloud are its case management capabilities and the agent console. These features stand out as the platform's greatest strengths.
What do you dislike about the product?
One major downside is the high level of complexity involved, which makes it difficult to fully realize the value for the cost.
What problems is the product solving and how is that benefiting you?
Having a helpdesk solution integrated directly into the system that users interact with is an excellent approach.
Efficient Case Management, but Complex Setup and Customization
What do you like best about the product?
The robust case management and automation features help make customer service both efficient and well-organized.
What do you dislike about the product?
The setup process is quite complex, and the significant amount of customization required can delay the initial deployment.
What problems is the product solving and how is that benefiting you?
N/A
Great Tool for Boosting Sales and Team Collaboration
What do you like best about the product?
it's a powerful tool for improving sales performance and collaboration across teams.
What do you dislike about the product?
Initial setup can be complex and time-consuming.
What problems is the product solving and how is that benefiting you?
It’s solving some of our business process challenges.
my review
What do you like best about the product?
Allows our front line staff to provide great customer service with cases.
What do you dislike about the product?
I have no complaints or recommendations at the moment.
What problems is the product solving and how is that benefiting you?
Helping us to resolve customer requests and complaints.
Efficient Case Management, but Needs More Customizable Queues
What do you like best about the product?
Case management is efficient and simple to modify.
What do you dislike about the product?
Case queues need more customization options
What problems is the product solving and how is that benefiting you?
Service cloud is providing visibility into customer issues and helping to provide service trends.
Easy Integration with Sales Cloud, but Omnicloud Setup Can Be Confusing
What do you like best about the product?
It is easy to use and integrates well with connecting sales cloud
What do you dislike about the product?
Sometimes it can be confusing to set up certain things like omnicloud
What problems is the product solving and how is that benefiting you?
It is helping our service teams close out customer issues quickly and efficiently
Great Knowledge Management and Einstein, but Pricey
What do you like best about the product?
It’s have knowledge management and einstein
What do you dislike about the product?
high cost and it’s have performance issues
What problems is the product solving and how is that benefiting you?
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