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.
Service cloud is the real deal
What do you like best about the product?
Salesforce's service cloud is the most user friendly and interactive platform for customer service , the platform allows you to build flows and auto response emails for better client experience, salesforce service cloud allows you to link other apps like whatsapp and facebook to better connect with yout clients. the system is user friendly and easy to teach your users
What do you dislike about the product?
Specific features like call recording and multi-party calls still face limitations.
What problems is the product solving and how is that benefiting you?
it is solving client engagement, the platform is currently assisting us to breach the gap between the business and clients, effeciently assisting with email to case, colleration between departments and easy to use client information population, it also allowed us to incoporate systems like AWS and PowerBI
Salesforce remains the best tool for efficient customer service
What do you like best about the product?
Salesforce makes customer relations so effective and efficient that all customer support tools and operations can be managed from one spot which leads to higher customer retention and improved sale
What do you dislike about the product?
As for now i cant pinpoint a downside, all positives and good improvements.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the problem of customer service and management and through it, provides good analytics for predicting and engaging customers behaviours for improved sales.
Elevating Customer Service Through Salesforce Service Cloud?
What do you like best about the product?
Its ability to manage customer cases from creation to resolution is one of its best features. Also, I like the automated workflows and omnichannel that supports streamline customer interactions across multiple platforms like email, phone, chat, and social media.
What do you dislike about the product?
For new users, especially those without prior experience in Salesforce, the platform can be complex to navigate. Its vast customization options, while powerful, can make the initial setup and learning process time-consuming.
What problems is the product solving and how is that benefiting you?
One of the most valuable aspects of Salesforce Service Cloud is its ability to centralize all customer case information within a single, unified platform. This consolidation of data ensures that all customer interactions, case histories, and support tickets are easily accessible, allowing service team to manage cases efficiently and provide more personalized customer support.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Comprehensive and Flexible Customer Support Solution
What do you like best about the product?
The ease of use and high integration capabilities of Salesforce Service Cloud make it relatively easy to integrate with other tools and platforms. The wide feature set, including omnichannel routing, case management, knowledge base, is good in that it makes such simplification of operations of customer service easy. A highly customizable and flexible platform, this creates wonderful solutions for business of all sizes. Top-notch customer support and the resources from Salesforce guarantee great guidance both in terms of implementation and everyday usage.
What do you dislike about the product?
Service Cloud is very feature-rich, sometimes at the cost of complexity for users new to it. It can be really quite daunting, especially when first run and especially at configuration. If not trained, especially on small businesses, that steepness in the learning curve could probably cause problems. High customization levels sometimes mean extended implementation times if these are not controlled properly.
What problems is the product solving and how is that benefiting you?
Simplified and streamlined workflows to automate processes and efficient case routing solve the complex challenges of customer support and case management. Salesforce Service Cloud centralizes customer interactions across multiple channels that improve their response time and overall customer satisfaction. Knowledge base and AI-powered tools, including Einstein Bots, reduce repetitive queries and let agents focus on more critical tasks. These would enable, then, not only a more efficient system but also high customer retention and a more responsive support system.
Service Cloud with a professional Solution
What do you like best about the product?
On Service Cloud from Salesforce, you can access a range of features to manage customer experiences. Some popular features include Case Management, where you can track and resolve customer issues; Knowledge Management, where you can create and share articles and solutions; and Console, a customizable interface for service agents to work more efficiently. Additionally, you can leverage Salesforce's AI-powered tools, such as Einstein Bots and Einstein Customer Service Cloud, to streamline service operations and improve customer engagement. These features can help improve customer satisfaction, reduce service costs, and increase agent productivity, also the new Annoucement of Agentforce is a big stept in the next Area of Service.
What do you dislike about the product?
the License Costs with the Fieldservice and Agentforce is to much for a SMB. You shoud have a Flatrate or a Packaged Product for the SMB Market
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is a customer service platform that helps businesses deliver seamless customer experiences. It solves problems such as inefficient customer support, lack of visibility into customer interactions, and difficulty in providing personalized support. By using Service Cloud, businesses can integrate multiple channels, such as phone, email, and social media, into a single platform. This enables them to provide timely and accurate responses, improve customer satisfaction, and reduce support costs. As a customer, I benefit from personalized support, faster resolution times, and increased transparency into the service process.
Service Cloud to Bring Support, Loyalty and Grow The Sales
What do you like best about the product?
Sales, Service and Quoting are not silos. You can get customer to purchase one time but if you want happy customer then you need visibility of what customer requests are for sales and collaboration between sales and service. It also contribute to renewal process, upsell and new product interests that align with customers success and your company growth.
What do you dislike about the product?
Do not promote deflection of service as core. Deflection word will result into mental friction with customer and promotes negativity. Service is about satisfaction may it be through digital support or responses by the agent, Seamless passing of the information between various channels is important to not deflect calls but to improve customer satisfaction
What problems is the product solving and how is that benefiting you?
Service cloud solves problem by providing capability to leverage multiple channels that provides preferred channels for customers.
Service Cloud helps us deliver a customer experience at scale.
What do you like best about the product?
With the right team, it's incredibly effective and is a force multipier for our service teams.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
What do you dislike about the product?
It requires architectural thought and a good team to implement.
It's relatively expensive, being best in class.
It's relatively expensive, being best in class.
What problems is the product solving and how is that benefiting you?
It allows us to have a 360 degree view of the customer, enabling all teams to know the good (and bad!) interactions with the customer.
This allows all teams to have the knowledge they need before they engage with a customer.
This allows all teams to have the knowledge they need before they engage with a customer.
Above & Beyond all Cloud Platforms
What do you like best about the product?
We started with a narrow use case to enable our team to better prioritize and document our interactions. We now have 5 separate workflows that correspond to solutoins in our business. We never say "no" to what we can do for clients or internal innovations.
What do you dislike about the product?
You must have expertise to maximize capabilities. If you don't, it doesn't mean you cannot achieve your goal, it means you'll do so by a hodge podge method that is far from ideal and doesn't scale efficiently or correctly
What problems is the product solving and how is that benefiting you?
We have unique workflows across multiple clients. So, not only do we have distinctness but we're also to utilize access controls. Additionally, our team is remote so a web app that's accessible is a requirement.
Great way to track customer case tickets and activities
What do you like best about the product?
Salesforce Service Cloud is a great way to track incoming cases, related activities and reporting easily
What do you dislike about the product?
There are very few downsides that I have found. Recently, as we are in AI era, a lot of AI stuff is limited with purchasing add-ons to have gen AI enabled oherwise you won't be able to access Einstein.
What problems is the product solving and how is that benefiting you?
Salesforce Service cloud is amazing for Case Management and reporting and tracking those efficiently. We have workflows created to optimize the process more based on our custom business needs.
Easy and powerful, yet confusing.
What do you like best about the product?
Service Cloud has enabled us to design our future vision. Its flexibility and ease of use are incredible for this, especially the open APIs that are provided and the fact that almost every other solution provider already has some type of integration or knowledge of it. The ability to create sandboxes is by far the best feature, allowing for an incredible variety of tests, including parallel and isolated tests, enabling different teams to test different functionalities without conflict. In addition, the platform allows extensive customization, from visual changes to permission settings.
What do you dislike about the product?
By far, what I dislike the most is the redundancy of features that only work in either the Lightning or Classic environments. This causes some confusion about which should be used in which situation. A simple example of what I’m talking about is the email templates for use with email alerts. Removing this redundancy would be amazing. The APEX language, in my opinion, is not very user-friendly and can be a bit confusing—when should I use a class? A trigger? Something else? Anyway, it’s purely a lack of knowledge and needs to be studied, but I believe it could be a unified environment for custom code. There must be a reason for it being this way, but I still don’t understand it. Allowing the execution of other languages, in my case Python, would be fantastic. But I understand that this might be quite challenging.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, we were very limited in terms of improving customer service processes, reporting, and integration. Service Cloud came precisely to solve these problems. With it, we were able to test and implement new service workflows that optimize the workforce, with few limitations on what can or cannot be done by the platform’s functionality. The API connection enabled and simplified the use of any BI tool, including Salesforce itself. The ease of integration opens up a range of opportunities for connecting with legacy systems and third-party tools that we hadn’t even imagined.
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