Agentforce Service
Salesforce, Inc.External reviews
7,029 reviews
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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.
Manage customer interactions
What do you like best about the product?
Its robust case management system and the platform’s AI-powered tools, such as Einstein Bots and predictive analytics, enhance the customer service experience by providing quick and accurate responses.
What do you dislike about the product?
Limitations on logos converting to attachments on Email-to-case.
All previous emails will be forwarded while replying to an email on the case.
All previous emails will be forwarded while replying to an email on the case.
What problems is the product solving and how is that benefiting you?
Efficient Case Management
Enhanced Customer Interaction
Unified Platform
Enhanced Customer Interaction
Unified Platform
Service Cloud for Small Business
What do you like best about the product?
Else of configuration and case management system
What do you dislike about the product?
Complexity of console page layout which some times confuse user
What problems is the product solving and how is that benefiting you?
We want to implment service cloud to make sure we provide better service to our customer through omnichannel
Ease of Service Control
What do you like best about the product?
Customer 360 with ease of case view as well ease of confuguration for the escalations.
What do you dislike about the product?
Have not wored on anything which is not pleasant with Service Cloud
What problems is the product solving and how is that benefiting you?
Users are able to raise specific requests which are being managed by Leads on mobile and desktop easily
Easy Setup for Non-Developers
What do you like best about the product?
I like how easy it is to use and how it works seamlessly with other Salesforce products.
What do you dislike about the product?
I would prefer that Service Setup and Setup were part of the same menu.
What problems is the product solving and how is that benefiting you?
Automating repeatable service problems.
Managing Customer Service Cases
What do you like best about the product?
Flexibility and communication tools allow for a nibble workforce
What do you dislike about the product?
Reporting cannot customize and generate robust views.
What problems is the product solving and how is that benefiting you?
Customer Case management and tech support
Night and Day difference
What do you like best about the product?
Service Cloud has been a game changer for our business, we previously were stuck in old school ways of using Excel and other "silo'd" data sources and it required so many manual processes - using Service cloud has allowed us to centralize all of our customer support tickets and we have integrated it with other systems now as well. Email communication and user feedback have drastically improved from using the platform and our customers have found it to be easy to get what they need in a much more efficient manner now.
What do you dislike about the product?
There are very few downsides that I have found, it does require extensive work to set it up for our specific use cases, but since that has been addressed we are lightyears ahead of where we were as a business just two years ago.
What problems is the product solving and how is that benefiting you?
We have leveraged service cloud to improve our ticketing process and resolving a range of issues from general support inquiries, to warranty claims and everything in between.
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