Agentforce Service
Salesforce, Inc.External reviews
7,029 reviews
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A versatile and incredibly powerful tool for Service centers - but do not overcustomize
What do you like best about the product?
A powerful, well-known case management tool which enables agents to work efficiently. Is is also a very powerful base for all company related information, that can be visualized in a multitude of reports/dashboards and a knowledge base. Salesforce offers a broad range of tools to make the work as easy as possible for agents. If one needs support outside the company, there are multiple ways to find information on tools, like Salesforce Exchange, Help, Trailhead. Also, the possibility to learn what the system is capable of with a gamified approach (Salesfore Trailblazer) helps understand the landscape fast.
What do you dislike about the product?
Working with a highly Service Cloud, errors often occur and it takes very long for our teams to find a solution, due to heavy code. Being a big tool with loads of data stored, lagging often occurs. After visiting some Innovation Days, we came to find that Salesforce works better, the more Clouds are combined. Companies, who use Clouds like Marketing or Sales next to Service tend to experience a wholesome and overall better experience.
What problems is the product solving and how is that benefiting you?
Customer Complaints Management, Reporting of company relevant KPIs, Storing Information in the Knowledge Base, Creating External FAQs for the Website, Offering a Live Support (Live Chat that is available on the website), Chatbot, Webform and Warranty Claims portal, that are linked to Salesforce offered on the website.
Flexible and customizable shared inbox
What do you like best about the product?
With ServiceCloud we are no longer wondering if something was answered, or by who. There is tracking and accountability for the users and whenever I needed to customize something for a specific unit, the Salesforce Customer Support was always there to assist. I have had over 2 dozen emails brought into the system handled by different groups that have daily access.
What do you dislike about the product?
The fact that it is customizable requires someone with the knowledge and time to make changes, and keep up with updates. A lot of items are handled by a third party vendor. Want a complete system backup for security reasons? You have to pay another company to do it. There's so much you can do... if you have the money to do it.
What problems is the product solving and how is that benefiting you?
How do you have 15 people looking at a single email and having that triaged appropriately, escalated to the right person, and then transferred to another unit or group with a complete history of all that has come before. This is it!
Very good service cloud experience
What do you like best about the product?
Case object and customization for managing Customer complaints Easily. Salesforc AI features for service cloud,Integration, custom coding features, etc. Easy implementation and awesome customer support are added plus. Good for day to day use basis
What do you dislike about the product?
everything is good.No dislikes so far...
What problems is the product solving and how is that benefiting you?
Capturing and Managing Customer complaints and customer details in Cloud platform so it could be access whenever and wherever need.
Salesforce Service Cloud Implementation
What do you like best about the product?
Salesforce Service Cloud has been of immense for us , it has redued their case resolution time by 2/3.
Salesforce service cloud console has helped their agents in effeicently resolving customer queries from multiple channels.
Salesforce service cloud console has helped their agents in effeicently resolving customer queries from multiple channels.
What do you dislike about the product?
The only downside was the licensing cost of salesforce service cloud.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud has helped us in resolving customer compaints via multiple channels such as web, email , phone etc.
Service cloud has significantly reduced the number of logged in cases due to the knowledge article feature.
Service cloud has significantly reduced the number of logged in cases due to the knowledge article feature.
Salesforce Service Cloud Review from a Beginner
What do you like best about the product?
Guys, if a beginner like me finds the product easy to use and useful, I think you should give it a try. I like that it's very easy and efficient to use Case Escalation and Case Automation, Queue and etc without having to know codings. I find it very easy to learn and integrate with the rest of your org. I believe once I get a better grasp at it, I think it would make my life even easier at customer support.
What do you dislike about the product?
Sometimes, it could take a while to learn for the beginner, but if you use Salesforce Trailblazer to learn, you should be able to achieve what you want. If you used other clouds before, you might be at advantages but at the same time you need to put effort in learning and seeing the differences. You probably need to use it frequency to get use to it.
What problems is the product solving and how is that benefiting you?
It solves database unorganization, un-automation, and customer support issues. The data we received from customers are now organized very well. The automation functions also make life easier for users and admins. Now, everything is automated and assigned to the right people. We are also able to provide call center, live chat, and chatbot to our customers which make it looks good for us.
Great Applications!
What do you like best about the product?
Service Cloud has been great for our clients, it has helped transform the case management making everything intuitive to use and implement with ease of integration and training, to help them provide the best possible customer support.
What do you dislike about the product?
While the OOB features are great fitting custom processes that are complex can show its complications.
What problems is the product solving and how is that benefiting you?
Ease of assignment of resources and case management.
Service Cloud training
What do you like best about the product?
Thoughtfulness in implementing productivity solutions in the app
What do you dislike about the product?
As with any part of Salesforce, it takes a lot of training to understand which parts of setup are controlled in Lightning vs Classic setup.
What problems is the product solving and how is that benefiting you?
360 view of client accounts. Currently, our company uses separate systems for account management and support which has led to a disjointed view of the customer. Also, the automation tools on the salesforce platform are of a much high caliber than our current tool
Quick to learn!
What do you like best about the product?
Salesforce Service Cloud is a great way to manage communication with customers. There is so much you can configure for allocating cases. It's simple to use for customers and customer support.
What do you dislike about the product?
The downside can be that configuration can be tricky. There are settings that might need configured in the regular settings and the Service Cloud settings. You get used to it quickly!
What problems is the product solving and how is that benefiting you?
It solves the issues that comes with having high call and case volumes.
I recommend Salesforce Service Cloud!
What do you like best about the product?
I like the suggested knowledge articles functionality the best, which can increase self sufficiency for users, reducing case load for case managers. It also is a tool that can be utilized by case managers to best resolve their case.
What do you dislike about the product?
The least helpful thing about Salesforce Service Cloud is that only users with the Service Cloud box checked in their user details may use it. This step is easy to forget.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the problem of having an unorganized and messy case management system. I now have a process that effectively handles my cases, ensuring that they are responded to and resolved in a timely manner. There is less manual case management on our end, freeing our time to dedicate to other resources.
It’s amazing i’m workinh in service cloud from last 13 years and helping team
What do you like best about the product?
Omnichannel and Eninstein chatboat is amazing.
I love the OOTB service cloud process which is base structure for every company
I love the OOTB service cloud process which is base structure for every company
What do you dislike about the product?
Entitlememt and milestone process is do complex i think we can make it more easy
What problems is the product solving and how is that benefiting you?
Contact center and omnichannel resolved so many proble like routing and everything .
We like the skill skill based routing and CTI and email to outlook functionality resolve a lot headache for my clients
We like the skill skill based routing and CTI and email to outlook functionality resolve a lot headache for my clients
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