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.
Everything Service you need
What do you like best about the product?
It has it's own setup pages separate from the rest of SF setup.
What do you dislike about the product?
Integration with Experience Cloud is cumbersome. Not enough help on this topic is available.
What problems is the product solving and how is that benefiting you?
External visitors can find answers to common questions quickly.
Great once you get it set up
What do you like best about the product?
No automatic emails sending multiple emails to customers and removing the personal experiance 0
What do you dislike about the product?
Settings and making changes are hard to find and difficult to implement
What problems is the product solving and how is that benefiting you?
Tracking of issues and volume of custom support.
Solid Foundation of Tools Needed to Run Your Business!
What do you like best about the product?
My favorite features of Salesforce Service Cloud is the usability, scalability and versatility! Out of the box the product and its features are ready to begin using for your company, especially if you've not had a similar product already in place.
Being a first-time Salesforce customer, I was able to use trailhead to learn the basics and begin implementing from day one. I have quickly become a raving fan of Salesforce, especially Service cloud.
For those who are migrating from a similar software, the ability to easily customize the product to suit your existing business needs allows you quickly get up and running. If you are able to use a spreadsheet, you can use salesforce service cloud. Salesforce customer support makes it easy to contact them and resolve problems. Their follow up and commitment to their customers success is outstanding.
We were able to quickly get our team up and running with this new software, even coming from a place of never had something like this implemented before. It is allowed us to improve our customer service and gain usable insights to help make decisions to run our company.
As you use the software, you'll come up with additional ways you can implement to add new services or features to your business. My team and I operate inside of service cloud every single day. Our team motto is "if it's not in salesforce, it doesn't exist." Salesforce has quickly become our single source of truth for information. Is that our company. We are always looking for new ways to integrate our other software and data points and the salesforce.
Being a first-time Salesforce customer, I was able to use trailhead to learn the basics and begin implementing from day one. I have quickly become a raving fan of Salesforce, especially Service cloud.
For those who are migrating from a similar software, the ability to easily customize the product to suit your existing business needs allows you quickly get up and running. If you are able to use a spreadsheet, you can use salesforce service cloud. Salesforce customer support makes it easy to contact them and resolve problems. Their follow up and commitment to their customers success is outstanding.
We were able to quickly get our team up and running with this new software, even coming from a place of never had something like this implemented before. It is allowed us to improve our customer service and gain usable insights to help make decisions to run our company.
As you use the software, you'll come up with additional ways you can implement to add new services or features to your business. My team and I operate inside of service cloud every single day. Our team motto is "if it's not in salesforce, it doesn't exist." Salesforce has quickly become our single source of truth for information. Is that our company. We are always looking for new ways to integrate our other software and data points and the salesforce.
What do you dislike about the product?
It's hard to say what I "dislike" about Salesforce service cloud. We have had this software for going on three years and there are still features that I don't know about and would probably love to implement.
If I had to absolutely decide on something I disliked, it would be the inability to customize the design aspect of the user interface. Items such as field spacing, font size, color. Not that the existing design is bad, but being able to customize it would be great.
If I had to absolutely decide on something I disliked, it would be the inability to customize the design aspect of the user interface. Items such as field spacing, font size, color. Not that the existing design is bad, but being able to customize it would be great.
What problems is the product solving and how is that benefiting you?
Prior to Salesforce service cloud, our company used a rather overpriced CRM with little support or product implementation guides. Since switching to salesforce service cloud, we have not only added features, such as case management, tons of custom objects for tracking very many aspects of our business needs, but the ability to have everything assessable in one place has made us so much more efficient as a company. We have insight now that we never had before.
Service Cloud
What do you like best about the product?
Service Cloud is a powerful tool for managing customer inquiries. Used it for web inquires, phone calls, and emails.
What do you dislike about the product?
It is highly customizable but not awesome if you do not have the resources a team member or the money to customize it.
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us to track customer interactions.
Good product by a bit clunky
What do you like best about the product?
Single point of truth for all my customer interactions
What do you dislike about the product?
Report creation is a challenge and building new reports takes a long time
What problems is the product solving and how is that benefiting you?
Giving multiple teams visibility into the same data
Streamlined Case Management with Mail-to-Case and Experience Cloud
What do you like best about the product?
What I appreciate most about Salesforce Service Cloud, specifically with the Mail-to-Case and Experience Cloud features, is how they simplify case management and enhance customer engagement. Mail-to-Case allows seamless conversion of customer emails into support tickets, ensuring that no request goes unnoticed and agents can track and resolve issues more efficiently. This helps streamline workflows by automatically assigning and organizing cases based on predefined criteria, reducing manual tasks and improving response times.
Experience Cloud, on the other hand, provides an excellent platform for creating branded customer portals and communities, where users can submit cases, access self-help resources, and engage with other users. It enhances the customer experience by offering them the flexibility to find solutions independently or connect with support when needed, all within a unified interface. Together, these tools empower both agents and customers, driving efficiency and satisfaction.
Experience Cloud, on the other hand, provides an excellent platform for creating branded customer portals and communities, where users can submit cases, access self-help resources, and engage with other users. It enhances the customer experience by offering them the flexibility to find solutions independently or connect with support when needed, all within a unified interface. Together, these tools empower both agents and customers, driving efficiency and satisfaction.
What do you dislike about the product?
A particular downside of Salesforce Service Cloud, especially with Mail-to-Case, is that it’s not easy to order cases by the last email received. This can be frustrating when trying to prioritize or track the most recent customer interactions. The standard case list views often focus on the creation date or other default fields, making it tricky to sort cases based on the latest communication. This limitation forces teams to rely on custom fields, filters, or additional workarounds to get a clear view of the most up-to-date conversations, which can be inefficient and time-consuming.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of managing and organizing large volumes of customer inquiries efficiently. By automatically converting emails into cases, it ensures that no request is overlooked, improving response times and streamlining support operations.
Never again is now and customer service is now
What do you like best about the product?
Almost limitless range of functions. It is very easy to customize the Service Cloud for our service and gain the full potantial of our customer service.
The low/no code integreation of services and flows is great to do simple automation processes and bring the best useabilty to our employe and stakeholder. Implement new processes is kindly easy and isn't the customer support helps very fast and friendly.
We use the service cloud for thousend of service tickets a day and also we use it for intern processes and services. It is great to see our business grow and the service cloud arrange with no issues.
The low/no code integreation of services and flows is great to do simple automation processes and bring the best useabilty to our employe and stakeholder. Implement new processes is kindly easy and isn't the customer support helps very fast and friendly.
We use the service cloud for thousend of service tickets a day and also we use it for intern processes and services. It is great to see our business grow and the service cloud arrange with no issues.
What do you dislike about the product?
The comunication services like email or letter are hard to set to our coperate design. I wish we had more functinallyty like fonts management or color schema setup in flows or lightning lwc. Other integrations are realy easy.
What problems is the product solving and how is that benefiting you?
The service cloud makes it easy and quick to complete recurring tasks.
All in one click
What do you like best about the product?
All services are made to suddisfy yours need with only a few clicks!
What do you dislike about the product?
If you have need to implements custom things, should not be easy
What problems is the product solving and how is that benefiting you?
Time to delivery
Advantages of using service cloud
What do you like best about the product?
The seamless case lifecycle helps our customers get the cases resolved easily.
What do you dislike about the product?
Sometimes it requires us to train our service agents.
What problems is the product solving and how is that benefiting you?
It is helping businesses to give their customers a better after sale services.
Cutting edge contact centre application
What do you like best about the product?
ease of usage
industry specific out of box app
ease of setup
industry specific out of box app
ease of setup
What do you dislike about the product?
cost of license
apart from this pretty much everything is awesome
apart from this pretty much everything is awesome
What problems is the product solving and how is that benefiting you?
customer 360 view
newly launched agentforce is quite promissing
newly launched agentforce is quite promissing
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