Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Salesforce Service Cloud review+
What do you like best about the product?
customization or support.Salesforce Service Cloud excels at providing a comprehensive, customizable platform for managing customer support across multiple channels. Its powerful automation tools, like case management and workflows, streamline operations and enhance agent productivity. Additionally, the integration with other Salesforce products allows for seamless data sharing, giving teams a 360-degree view of customer interactions.
What do you dislike about the product?
Salesforce Service Cloud can feel overwhelming due to its complexity, especially for users unfamiliar with its many features. The user interface, while powerful, can sometimes be unintuitive and require more clicks than necessary for simple tasks. Additionally, it can be costly for small businesses to fully utilize all its capabilities without extensive customization or support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the challenge of managing customer service interactions across multiple channels by centralizing all data in one platform. This streamlines case resolution, improves response times, and enhances customer satisfaction by providing agents with a complete view of each customer’s history. As a result, it increases operational efficiency and allows for better, data-driven decision-making, ultimately benefiting businesses with improved customer retention and productivity.
Fast Resolution Service Cloud
What do you like best about the product?
we use Service cloud day to day with 500+ cases, Case Management and Assignment, Autoresponses, Milestone, we will use it for experience cloud as well and integrate it, We do have 3 service agent with different queue management which is helpful
What do you dislike about the product?
Duplicate Case recognition and Viewer visiblity on Case
- This hasnot been developed yet and Service agent end up working on same cases and duplicate cases can't be merged unlike leads, accounts etc.
- This hasnot been developed yet and Service agent end up working on same cases and duplicate cases can't be merged unlike leads, accounts etc.
What problems is the product solving and how is that benefiting you?
We have 500+ cases since we work with Hospitality and heavily use Sales cloud, contracts, products and quotations.
So it's a day to day work where users need help on invoicing, address, integration data to another system and so on.
So it's a day to day work where users need help on invoicing, address, integration data to another system and so on.
Revolutionised the way we work
What do you like best about the product?
As a global leader in wearable GPS technology we needed a robust customer service solution that could scale our rapid growth and provide seamless support to our worldwide client base. By integrating Salesforce Service Cloud, we transformed the way they manage customer inquiries, interactions, orders, opportunties, streamline service processes, and deliver exceptional support.
What do you dislike about the product?
While the reporting and analytics tools are robust, some users found that certain pre-built reports lacked flexibility. Custom reports required more effort to configure, which slowed down access to specific metrics or insights that were important to the team.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, handling a growing number of customer requests across multiple channels could easily become overwhelming. Service Cloud streamlines this by consolidating all customer interactions—whether through email, phone, chat, or social media—into one centralized platform.
Salesforce Service helped us to streamline our Support Processes
What do you like best about the product?
I like the mobility of the Service Cloud. You can easily switch between Desktop and Mobile, no matter where you are. The second best thing is the integration of Einstein for Service. We're currently trying out it's Features.
What do you dislike about the product?
Certain Features require certain Licenses, which is fine. BUT Features are not visible without those Licenses. It would be easier to find new functions were they visible but greyed out, with a little hint about how to aquire this capability.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us keep in touch with our customers. We're using the Service Console to quickly work through a customers problem and keep him/her as satisfied as possible.
Awesome cloud based solution to provide support to customers
What do you like best about the product?
The best thing about service cloud is chat bot and email to to case functionality. Implementation is very easy with Service cloud and Salesforce layouts are easily configurable to make it easy to update anything. It can be well integrated with third party tools using REST API using Apex and our team is using this 24/7 to provide customer support.
What do you dislike about the product?
The limitation of using it with Salesforce Community.
What problems is the product solving and how is that benefiting you?
We are able to solve problem of ticket handling which earlier used to come on emails and it was hard to track it over emails. Also chat functioanlity has helped us to provide live support.
provide all the services that a service cloud should have
What do you like best about the product?
it has all the features a business need like Centralized customer interactions,Self-help for customers,Improved customer satisfaction,Integration with other systems,Collaborative service,Real-time insights,Omni-channel routing,Live agent chat etc.
What do you dislike about the product?
there is nothing i have encountered yet that makes me displike it
What problems is the product solving and how is that benefiting you?
it just make complete process seamless and effortless to implement and execute
An atypical, yet succesful use case
What do you like best about the product?
We have a very atypical use case for Service Cloud. We operate in the safety industry and use Salesforce as our reporting software, together with Service Cloud to take in the requests for these safety appointments. Although we're not yet fully live with Service Cloud, the potential is enormous and we're looking forward to the efficiency gains in our future. It's super easy to integrate and implement.
We don't really use customer support features, so those aren't too important to us. Despite that, it's quite obvious that if we were to transition to a use case where we do interact with customers, it'd be quite easy to use for our agents.
We don't really use customer support features, so those aren't too important to us. Despite that, it's quite obvious that if we were to transition to a use case where we do interact with customers, it'd be quite easy to use for our agents.
What do you dislike about the product?
We don't use its full potential yet, but that's normal with our atypical usecase.
What problems is the product solving and how is that benefiting you?
We get requests to generate safety reports from our clients, which get imported as cases and then planned in Field Service, after which these get added to a project and we generate reports based on the information provided.
Service Cloud - A One-Stop Shop for Our Company
What do you like best about the product?
Email-to-Case, Experience Sites and Salesforce Knowledge!
What do you dislike about the product?
A powerful platform and much is possible, so patience and discovery sessions are required to determine how it will fit your business.
What problems is the product solving and how is that benefiting you?
It is allowing us to have a single source of truth regarding our customers. We have clear visibility into the customer's engagement with us through Service Cloud and can better support them through the platform.
Service Cloud is good but can be better
What do you like best about the product?
Possibility to customize from zero.
I can create anything from everything.
I can create anything from everything.
What do you dislike about the product?
Basics requests from community are not update for Salesforce, like CC and BCC in Salesforce Flow Send Email Action, 10 years and right now is created the simples fields.
What problems is the product solving and how is that benefiting you?
Communicate from chat, email in a single queue
Service Cloud
What do you like best about the product?
The Salesforce Service Cloud is an effective tool at both organizing and automating definable processes. Users will have access to a plethora of tools to leverage in building standard and custom solutions.
What do you dislike about the product?
The learning curve for Service Cloud is significant; initial setup will be difficult without prior Salesforce knowledge, particularly if one is seeking custom functionality.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our users to communicate effectively on client service work. We are able to automate otherwise tedious meeting preparation processes.
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