Agentforce Service
Salesforce, Inc.External reviews
7,029 reviews
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External reviews are not included in the AWS star rating for the product.
Dashboards and Reports are easy to build, but trends analysis and other B.I. metrics are lacking
What do you like best about the product?
It is very user-friendly when it comes to building dashboards and reports.
What do you dislike about the product?
Business Intelligence metrics is lacking. Would like to see more options for charts, graphs, trends analyses, etc.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is our main system of record for Contact Center Excellence. We use it to track cases from calls to email, use it to manage Field Services work orders, and also use it to build our Internal Knowledge Base.
Great in the end but a big learning curve
What do you like best about the product?
After the initial setup phase, Service Cloud will be easy to use. The tools have enabled our company to be better organized and, in the end, support our customers not only faster but far better than ever before. We are not a large company, so the ease of integration was good, but it required some hired help in the form of an integrator, which was an added cost.
What do you dislike about the product?
There are a few things we do not like. A big one is only one asset per case. This hits us hard because it makes it difficult when we often have up to 200 assets on a single case but cannot log them in the database.
What problems is the product solving and how is that benefiting you?
We were coming from a shared inbox for customer support and now moving to a case/ticketing system has proven to be one of the best moves we have made.
Excellent Service
What do you like best about the product?
Number of features is the best about Salesforce services cloud, but the complete of the tools of the Salesforce Service Cloud is another good feature
What do you dislike about the product?
I think the most dificult item of salesforce service cloud, its the learning curve of the Salesforce platform
What problems is the product solving and how is that benefiting you?
I used the Salesforce Service Cloud for my NGO
Efficient Customer Support Platform with Powerful Features
What do you like best about the product?
Salesforce Service Cloud excels in providing robust features for case management and customer interaction tracking. Its integration with other Salesforce products, such as Sales Cloud, allows for a seamless experience in managing customer journeys, making it a versatile tool for support teams.
What do you dislike about the product?
The platform can be quite complex to set up and requires extensive customization to fit specific business needs. Additionally, its pricing can be prohibitive for smaller companies, especially when considering add-ons and third-party integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline our customer support process by centralizing interactions in one platform. This allows our team to respond quickly to customer issues, track the status of open cases, and ensure we meet service level agreements (SLAs). Integration with other Salesforce products also boosts efficiency, enabling a complete view of customer history and interactions.
Great tool for a large service team
What do you like best about the product?
- It's flexible and can account for complex support processes
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
What do you dislike about the product?
- Case assignment automation is very limited, which is a requirement right now in the new world of AI
What problems is the product solving and how is that benefiting you?
Problems we're solving with Service Cloud:
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
Case Management and Service Cloud Voice
What do you like best about the product?
We have been using salesforce case management for a long time but more recenlty started using workorders to provide our technicians with clear work instructions and the ability to report back on each line item so the customer can see what was done.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
What do you dislike about the product?
Cost of intergrations can be a set back. We have found we can develop our own solution 90% of the time.
What problems is the product solving and how is that benefiting you?
Automatic data collection from emails, and phone calls is world class and makes the customer experience far more enjoyable.
Salesforce Service Cloud has enhanced our ability to deliver exceptional customer experiences.
What do you like best about the product?
The case management system is intuitive, enabling our team to resolve issues efficiently. The analytics and reporting tools provide valuable insights into our service performance, helping us make data-driven decisions.
What do you dislike about the product?
Configuring the system to fit specific needs might require significant time and effort.
What problems is the product solving and how is that benefiting you?
It brings everything together in one place, making it easier to keep track of interactions and ensure nothing slips through the cracks
Incredible agile and flexible platform that functions as a platform for every business process
What do you like best about the product?
An extensive platform that doesn't just have the functionality to support various business use cases, but also has extensive documentation and help set up to help you in implementing these functionalities.
Salesforce isn't just for advanced developers, but also provides enough functionality that those with little to no knowledge of code at all can easily implement advanced functionality to assist in their business.
Not just developers, but also end users, can find their way around Salesforce with ease. Services and functions are categorized into logical places which enables even our not tech-savvy users to use the platform.
Salesforce isn't just for advanced developers, but also provides enough functionality that those with little to no knowledge of code at all can easily implement advanced functionality to assist in their business.
Not just developers, but also end users, can find their way around Salesforce with ease. Services and functions are categorized into logical places which enables even our not tech-savvy users to use the platform.
What do you dislike about the product?
Salesforce is extensive, but might sometimes be a tad too extensive. Despite already having experience with it, we still discover functionalities that can really help. While these functionalies are often found in the setup component, there is nothing that really 'lets you know its there' so to speak. Some of the documentation links to these funcitonalities are also broken due to the site migrating a while ago, due to which some google results now consist out of broken links
What problems is the product solving and how is that benefiting you?
We mostly use Salesforce Service Cloud to have all of our data in one, easy to access online database (and to get rid of local Excel files, by extension)
The immense benefit I feel is that if one user updates certain data, that this update is immediately visible to all users, that there is only one source of truth. An added benefit is that this source of truth is accessible everywhere due to being completely in a browser environment.
We also get valuable insights due to Salesforce Service Cloud being such a huge help to us. Every interaction that someone might have with a customer is easily logged, making data visualization like dashboarding a breeze.
The immense benefit I feel is that if one user updates certain data, that this update is immediately visible to all users, that there is only one source of truth. An added benefit is that this source of truth is accessible everywhere due to being completely in a browser environment.
We also get valuable insights due to Salesforce Service Cloud being such a huge help to us. Every interaction that someone might have with a customer is easily logged, making data visualization like dashboarding a breeze.
Customer Support with Salesforce Service Cloud
What do you like best about the product?
It has been a game-changer for our customer support. It's highly customizable and has helped us streamline our workflows and improve response times. The customizability of it allowed us to tailor it to our in-house process and at the same time improve our process. Overall, it's an excellent tool for enhancing customer service efficiency and satisfaction.
What do you dislike about the product?
There is a bit of a learning curve especially if you want to customize it according to your in-house processes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several key problems for us, including:
-Improving Customer Response Times,
-With all customer data, interactions, and history Providing 360-Degree Customer View in one platform
-Allowd us to handle customer requests from multiple channels
-Boosting the Support Teams Productivity
-Improving Customer Response Times,
-With all customer data, interactions, and history Providing 360-Degree Customer View in one platform
-Allowd us to handle customer requests from multiple channels
-Boosting the Support Teams Productivity
Service Cloud is powerful but complex, with a steep learning curve.
What do you like best about the product?
What I like best about Service Cloud is how it centralizes our customer support operations. The case management system is really comprehensive, allowing us to track and resolve issues efficiently. I especially appreciate how it gives us a holistic view of each customer's history and interactions.
The customizable interface is also a big plus. It lets me tailor the experience for different team members, ensuring everyone has access to the information most relevant to their role.
The customizable interface is also a big plus. It lets me tailor the experience for different team members, ensuring everyone has access to the information most relevant to their role.
What do you dislike about the product?
What we dislike most about Service Cloud is its complexity. While it's powerful, we find it can be overwhelming, especially for our new team members. The learning curve is steep, and it often takes a lot of time and training for our staff to become proficient.
What problems is the product solving and how is that benefiting you?
We're using Service Cloud to tackle several key challenges in our customer support operations. It's helping us manage customer inquiries more efficiently by centralizing all our support channels in one place. This means whether a customer reaches out via email, phone, or chat, we can track and respond to their issues seamlessly.
The automation features are a big help too. We've set up automatic case routing and some basic response templates, which has cut down our response times significantly. This means our customers are getting faster service, and our team is spending less time on repetitive tasks.
The automation features are a big help too. We've set up automatic case routing and some basic response templates, which has cut down our response times significantly. This means our customers are getting faster service, and our team is spending less time on repetitive tasks.
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