Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Streamlined and Efficient Customer Service Management
What do you like best about the product?
Salesforce Service Cloud makes it so easy to manage customer interactions in one place. I appreciate the automation tools that reduce the workload for our team and speed up response times. The ability to customize workflows and integrate with other Salesforce features really allows us to tailor it to our needs. Overall, it’s been a big help in improving our customer service and keeping track of our metrics.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, it does come with a learning curve, especially for new users. Customization options are great, but they can feel overwhelming at first, and sometimes small tweaks require more time than expected. It can also be on the pricey side, particularly for smaller teams, but the features make up for it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us streamline customer support by centralizing all customer inquiries, interactions, and case management in one platform. Before using it, managing customer requests across different channels was chaotic and time-consuming, often leading to delayed responses or lost messages. Now, with all channels integrated, we can respond faster and ensure no issue falls through the cracks. The automation features, like automatic case assignments and follow-ups, reduce manual tasks, allowing our team to focus more on complex customer issues. Overall, it has greatly improved our efficiency, enhanced customer satisfaction, and provided better insights through detailed reporting.
It's nice to use for service based org and provides personalized support over a variety of channels
What do you like best about the product?
Omnichannel is the best thing in Service cloud which routes the cases based on right agent skill.
What do you dislike about the product?
Additional price for some features which is important.
What problems is the product solving and how is that benefiting you?
It's solving our customer complaint managemnt problem which was getting handled with different tool earlier before we started using salesforce.
Service Cloud is number 1 for customer service
What do you like best about the product?
Easy to use, easy to conifgure, out of the box functionalities.
What do you dislike about the product?
Licence cost for South Africa is very high in dollars
What problems is the product solving and how is that benefiting you?
Implementing Service Cloud for cients has allowed us to help them achieve a better customer service for their clients
Service Cloud is key for efficiency
What do you like best about the product?
With Salesforce Service Cloud teams can save time getting all they need in their hands without making much effort. With this product the company is able to support customers from anywhere while the agents do this in an all-in-one view. It is definitely the most used Cloud in my Salesforce org.
What do you dislike about the product?
Because the power of Service Cloud, there is so many things to configure before the real scenario implementation. It could be easier to configure.
What problems is the product solving and how is that benefiting you?
It helps us being in any channel the customer want to be. It also helps us by centralizing all demands in a single place.
Transformative platform for streamlining customer service operations.
What do you like best about the product?
Salesforce Service Cloud offers a powerful suite of tools that enables seamless integration with various service channels, allowing agents to provide top-notch support quickly. The AI-powered case routing and automation have significantly improved response times and helped us maintain high customer satisfaction. Its customizability makes it easy to adapt the platform to fit our specific workflows.
What do you dislike about the product?
The platform can have a steep learning curve for new users due to its extensive features and configurations. Additionally, some of the advanced functionalities require technical expertise to set up properly, which could be challenging for non-technical teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us resolve customer support challenges by centralizing all service requests and customer interactions into a unified platform. This has reduced the time spent switching between different tools and improved our team's efficiency. The automation features, like case assignment and escalation, have streamlined our workflow, allowing us to resolve issues faster and enhance customer satisfaction. Additionally, the analytics tools provide valuable insights into service trends and agent performance, enabling us to make data-driven decisions to continuously improve our service quality.
very useful for the cutomers poin tof view
What do you like best about the product?
Simplicity about the app that easily be acceseed and can be used from mobile
What do you dislike about the product?
nothing about ti but it is hard to find the tabs oncw we are working
What problems is the product solving and how is that benefiting you?
customers queries that can be easily be handled on one point click and the best is customer is getting infirmation on the go with easiy customer care responce
Automation of case classification, assigning and resolve quickly
What do you like best about the product?
Service cloud is resolve the issues quickly and maintain sla for customers.Easy of Implementation Integration with other external applications and quickly customer support.
What do you dislike about the product?
More UI reralted issues and free training is required to educate users
What problems is the product solving and how is that benefiting you?
Easy to integrate all customer channels and quickly to get all customer behaviour .
360-Degree Customer View
What do you like best about the product?
Service Cloud centralizes customer information, providing agents with a complete view of each customer. This includes their history, preferences, and prior interactions, allowing for personalized support and faster resolution
What do you dislike about the product?
Service Cloud offers vast flexibility, which can be a double-edged sword. The setup can be challenging, requiring specialized knowledge to tailor it to specific business needs. This complexity can lead to lengthy onboarding and implementation periods.
What problems is the product solving and how is that benefiting you?
Service Cloud centralizes all customer information into a single, 360-degree view, accessible by all agents. This includes data from previous interactions, purchase history, preferences, and any open or closed cases.
The Service Cloud significantly enhances the efficiency of our call center team.
What do you like best about the product?
A user-friendly interface simplifies the tasks of the support team. It enables the team to manage cases proactively, as it consolidates customer case history on a single page.
What do you dislike about the product?
The implementation of backend code for Salesforce Service Cloud is notably intricate, and there is a limited pool of expertise available in the market.
What problems is the product solving and how is that benefiting you?
The majority of our complaint process has been automated.
Has everything that a company needs
What do you like best about the product?
Omnichannel have a very customizable options
What do you dislike about the product?
Even with the flexibility to customize cases, it is still very complex to do.
When we compare Salesforce with other companies that offer pre-built solutions for case management, it is much easier to configure.
When we compare Salesforce with other companies that offer pre-built solutions for case management, it is much easier to configure.
What problems is the product solving and how is that benefiting you?
All data customer in one place
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