Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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The best system for business service solutions
What do you like best about the product?
The most useful aspect is the ease of integration or adaptation of the service desk, which is the best solution for companies that currently have one. For those that don't, the implementation and adoption for their customer support is quite simple. The number of functions that Service has makes it practically usable in any industry.
What do you dislike about the product?
There is no disadvantage, the only thing is that the Milestones could be improved to have a slightly more aesthetic interface for that component.
What problems is the product solving and how is that benefiting you?
What helps me resolve on a large scale are the response times with Milestones, as that automation is quite functional for any client who has standardized times.
Admin
What do you like best about the product?
Case routing, esclations, service channels. email to case
What do you dislike about the product?
At this time there are no downsides other than service disruption at time.
What problems is the product solving and how is that benefiting you?
360 view in one platfrom
Best For Use
What do you like best about the product?
Einstein and Direct Integration with Other Platforms
What do you dislike about the product?
Email to Case can be improved for various bussiness use cases
What problems is the product solving and how is that benefiting you?
Automation and easy to use
We love service Cloud!
What do you like best about the product?
Cases and case management - The service console is a huge hit with our teams
What do you dislike about the product?
I have some complaints on wanting to be able to see the section headers better - if we could customize the color or font, that would be huge for some of our users.
What problems is the product solving and how is that benefiting you?
it gives us a cohiesive look at everythign that is going on with a single customer.
Flexible and scalable solutions that customers can manage themselves
What do you like best about the product?
The ease of setup and delivery of capabilities to customer support people is fantastic. Being able to integrate with other tools to prevent swivel chair integrations makes the support experience streamlined to improve both the user and customer experience.
What do you dislike about the product?
With new AI capabilities, I fail to find something to complain about.
What problems is the product solving and how is that benefiting you?
Being able to scale a support team and keep them happy with the evolving set of tools while keeping customers very happy.
Streamlining workflows
What do you like best about the product?
Service Cloud is really assisting my team members with faster turn around time and not they are "not dropping" balls due to the functionality and assistance from Service Cloud
What do you dislike about the product?
I have not yet came across something that I dislike.
What problems is the product solving and how is that benefiting you?
Faster turn around time
Accurate assistance towards clients
360 degree view of problems and solutions
Accurate assistance towards clients
360 degree view of problems and solutions
Easily my favorite Cloud to work in
What do you like best about the product?
Service Cloud is my favorite Salesforce Product. I've worked with Service Cloud for nearly 5 years, and have enjoyed being able to customize my customers' business processes using Cases. The first time I used it, we migrated from a 3rd party, and the implementation was so much more straightforward than I had anticipated. We easily loaded our legacy data to Cases and Work Orders and set up the business rules very quickly, using email-to-case and web-to-case. At my current company, we use Service Cloud to manage customer order inquiries, as well as troubleshooting for remote issues. I was able to add automation using Flows to transfer cases to field service team members by creating work orders with a single click.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
What do you dislike about the product?
There is really only one issue that I have trouble with in Service Cloud, and it involves email-to-case. I'm hopeful that the new threading will help with the situation, but we often have customers who remove refIds from emails, or send an email back-to-back, which results in additional cases being created instead of threading on the original. It takes the users a lot of time to determine duplicate cases and merge them. We also use a 3rd-party merging tool because the native merging tool only allows 3 cases at a time and isn't sufficient for many of my users.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us resolve our customers' issues quickly by providing Knowledge article recommendations and being able to respond to emails and find solutions within the same platform.
Service cloud is the best product that Salesforce offers
What do you like best about the product?
Salesforce service cloud really great in solving and managing agents and in flow of cases. Great thing is we can customize the case flow according to the business needs and the knowledge articles deflect a low of cases. It is easy to implement and if you have any problem with the app there are always support agents can help you figure out what is wrong. Integrating with external system to get cases we use it daily for customer support cases to manage and resolve them.
What do you dislike about the product?
The benifits it offers out way whatever bugs that we face sometimes.
What problems is the product solving and how is that benefiting you?
To manage day to day retail or delar queries and their issues with certain products that are sold.
Salesforce Service Cloud
What do you like best about the product?
Opportunity Scoring, Lead scroing , AI capbilities, account forecasting, can be easy to integrate with CPQ , bigtin can and other features, easue to use, and easy to implement as per configuration and user friendly so user uses frequently with best customer support experience
What do you dislike about the product?
mobile limitation about mobile flexi page , page layout and standard field translations
What problems is the product solving and how is that benefiting you?
Ease for sales professional to use
streamilne larger process at one place
User friendliness
Reliability
streamilne larger process at one place
User friendliness
Reliability
Salesforce Service Cloud User Experience
What do you like best about the product?
As per my user experience efficient case management and automation tools and easy to implement and manage the tools
What do you dislike about the product?
I doesn't have any dislikes regaring service cloud but, drawback of Salesforce Service Cloud is its complexity, which can feel overwhelming for small to medium-sized teams. The platform’s extensive customization options and layered navigation often require specialized knowledge, making onboarding slow and potentially costly. For organizations needing a simpler CRM, this added complexity may outweigh the benefits.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud effectively addresses key challenges in complaint management and customer service automation by streamlining processes and enhancing the overall human user experience. It centralizes customer interactions, allowing support teams to access a comprehensive view of each customer's history and issues, which leads to quicker resolutions. Automation tools, such as chatbots and automated case routing, reduce response times and free up agents to focus on more complex inquiries. This not only improves efficiency but also enhances customer satisfaction, as users receive timely and relevant support. Overall, by simplifying complaint management and automating repetitive tasks, Salesforce Service Cloud empowers businesses to deliver a more responsive and personalized customer service experience
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