Agentforce Service
Salesforce, Inc.External reviews
7,029 reviews
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Is to easy to develop and easy to make any change
What do you like best about the product?
The 365 vision of cumstomer when them contact us for any chanel
What do you dislike about the product?
More option to bots whatsapp, for cumstomer and agent
What problems is the product solving and how is that benefiting you?
To unifiquei the requuest of the client
Number of Features
What do you like best about the product?
Service cloud has a large number of features that are easily configured (clicks not code). You're able to correspond with customers via live chat, chat bots, phone calls, or emails all within Salesforce. Instant chat is a must-have with customer support these days, particularly with Salesforce agents on the very near horizon. If you don't have all of these features available in one spot and working in sync with AI, your customer support is going to be outdated quickly and your competitors will shine.
What do you dislike about the product?
The documentation for implementation and configuration could be a lot more robust and clear.
What problems is the product solving and how is that benefiting you?
One problem it's solving is routing of cases with omnichannel and increased quality of the customer support team work with supervisor console.
Salesforce Service Cloud Great Support Tool for Salesforce users.
What do you like best about the product?
Its very tightly integrated into Salesforce, we adopted service cloud recently as we have been on Salesforce since 2017. With many of our users comfortable with Salesforce, we didn't want to add another platform to the mix that they would have to interact with. Being native to SF also makes it easy to leverage existing data.
What do you dislike about the product?
The implementation does take some time, with the high level of flexibility and customization, it means that rolling it out needs some careful preparation and planning.
What problems is the product solving and how is that benefiting you?
We needed a way to track support requests from our customers (and internally as well). The ticketing system we had was EOL and was not being supported anymore, as well as the fact that it didn't integrate with salesforce. When we looked for a replacement, having it work with our salesforce system was priority #1. We have rolled it out internally for our support and have started implementing Knowledge base. It has helped us make sure that support requests are handled and resolved without anything falling through the cracks.
15 years and still going
What do you like best about the product?
The flexibility of the solution. Our ever changing needs in the service sector have been met by us internally having the ability the take care of it ourselves with clicks and code
What do you dislike about the product?
Sometimes some functionality is changed and it interrupts the communication flow with our customers
What problems is the product solving and how is that benefiting you?
One place to enter...maintain and close our tickets...and having our Sales side having the ability to SEE what the service side is doing
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
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