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.
SalesForce is the most robust CRM tool!
What do you like best about the product?
Flexability and functionality! If you ask, we can do it!
What do you dislike about the product?
There is a learning curve that does require you to dedicate some time to learn.
What problems is the product solving and how is that benefiting you?
We use Five9 which is integrated with our SalesForce instance to pull up the contact record for whom is calling in. Huge time saver for help desk members.
Service console keeps the team informed
What do you like best about the product?
The automatic routing of cases to agents, no matter how they've arrived, ensures the support team are super efficient. They can keep on top of multiple cases using the service console. CAses are tied in to all of the customer data giving a true overview from lead, through sales process, to order and customer care.
What do you dislike about the product?
I honestly can't think of a downside. Any issues are quickly resolved by customer support.
What problems is the product solving and how is that benefiting you?
Keeping our customers productive.
The best thing about Salesforce Service Cloud is it's highly customizable
What do you like best about the product?
Salesforce is highly customizable and can be taylored to fit your exact needs. We integrate our Service Cloud with Marketing Cloud, Experience Cloud and Commerce Cloud. While the implementation for the basics is pretty easy, any advanced connections can be daunting without an IP. Our office and retail sites use Salesforce on a daily basis and we're always looking for ways to improve the user experience. The Account Execs at Salesforce respond quickly to questions and provide resources for additional education - and the Salesforce Help team is prompt with their follow ups.
What do you dislike about the product?
The worst thing about Salesforce is it's highly customizable because the end user wants what they want right now. Sometimes it can be an easy change, other times it takes weeks to get to a point where they can test the new process/update. Integration between clouds can be challenging depending on the use case.
What problems is the product solving and how is that benefiting you?
We are getting a better understanding of our customers by being able to see their history of interactions with us in one place.
Tracks all client interaction from the get go to finalisation.
What do you like best about the product?
Have full 360 View of client from sales to servicing the cloud. Able to respond to client with knowledge along with obtain summary of the whole case within seconds with AI and respond with AI.
What do you dislike about the product?
too many add on products instead of all inclusive products
What problems is the product solving and how is that benefiting you?
having full view of client enquiry and methods to resolve all within the same record page.
Seamless Customer Data Management and Support with Salesforce Service Cloud
What do you like best about the product?
What is most helpful about salesforce cloud is that there is a lot we use it for on the business .We are using service cloud to manage our database of accounts and contacts. Accounts that are created on POS (Till) and on the website are stored on the service could . The 3 systems are integrated together.
We have more 2 million of accounts but when we run a lookup it does not take long to go through the database of accounts to pick the one that we want to pull. Like on POS when the customer goes into store, customer will provide the cashier with only phone number , the POS controller apex class will have to go through to all account to pull the correct account and that process does not take long.
Also service cloud have been so helpful with our call center support agents, We are using Omni-channel to route our cases to omni-channel which are logged via email , phone , bot and contact us form on our website . so our agents don't have to use different systems to access the cases .
We use the service cloud every day as our customer agent closes cases every day, and POS retrieves accounts every day when the customer goes to our stores . When the customer creates an account on our website, the account is saved on service cloud and that customer's long ID key is forwarded to the marketing cloud which is also integrated with the service cloud so that we can send out a welcome email to the customer
its easy to implement service cloud, even though I am just an admin, other implementations are being implemented by me
We have more 2 million of accounts but when we run a lookup it does not take long to go through the database of accounts to pick the one that we want to pull. Like on POS when the customer goes into store, customer will provide the cashier with only phone number , the POS controller apex class will have to go through to all account to pull the correct account and that process does not take long.
Also service cloud have been so helpful with our call center support agents, We are using Omni-channel to route our cases to omni-channel which are logged via email , phone , bot and contact us form on our website . so our agents don't have to use different systems to access the cases .
We use the service cloud every day as our customer agent closes cases every day, and POS retrieves accounts every day when the customer goes to our stores . When the customer creates an account on our website, the account is saved on service cloud and that customer's long ID key is forwarded to the marketing cloud which is also integrated with the service cloud so that we can send out a welcome email to the customer
its easy to implement service cloud, even though I am just an admin, other implementations are being implemented by me
What do you dislike about the product?
Service Cloud is always about improving its security, so there are always release updates that are enforceable, so on our company, we don't always have a developer around, our developers are from third-party companies which are expensive. So as admins some updates that need apex class code updates and t are enforceable, we can't implement them because of lack of coding skills.
What problems is the product solving and how is that benefiting you?
With salesforce service cloud you can automate your business processes such as assigning cases automatically to your agents , use service cloud as your data source ,connects your soicials such as
Salesforce Service Cloud have great tools to help customer service teams achieve all goals quickly
What do you like best about the product?
The new AI tools quickly help Customer Support to close cases with the right responses. Bots are helping to reduce number os cases created and AI features helps with great resumes and quick responses. Implementation and integration are easy to do, what allows a good frequency of use and adoption by the Customer Support.
What do you dislike about the product?
The only thing that is not great yet is the lightning templates that do not allow use of components that can themself read information or the stick to only one object.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the many demands of required help by customers.
Makes every action much faster and easier
What do you like best about the product?
Helps creating metadata much quicker, such as users.
What do you dislike about the product?
Should be more customizable so that if my job would be to always add new users, buttons and approval processes, then those should be shown to me to find quicker and helpfull tips and tricks
What problems is the product solving and how is that benefiting you?
Helping create metadata faster but also new users.
I've been using service cloud for my customer for more than 8 years and customer is happy to use it.
What do you like best about the product?
Email-to-case is the best option. A customer or partner simply sends an email to create a case and gets an update on the case in their inbox without logging into Salesforce.
What do you dislike about the product?
Chatter where the customer is least interested in using it in their day-to-day work.
What problems is the product solving and how is that benefiting you?
Case management cycle, ease to track and closure of it.
Great Updates in Service Cloud
What do you like best about the product?
Best thing about new features in service cloud is easy to implement, also its now more customizable as per business needs, it can be achieved with no code and roll out can be done withing weeks. Customer wait time is reduced drastically.
What do you dislike about the product?
Too many features are rolled out, and there is no idea what is coming soon. So, ideally its great. There is nothing to dislike
What problems is the product solving and how is that benefiting you?
Redused customer complaint and happier customer
Powerful Customer Service Platform with Customization Options
What do you like best about the product?
Salesforce Service Cloud has been instrumental in streamlining our customer service operations. Its powerful features and integration capabilities make it a great choice for teams looking to scale support efforts
Easy integration with other Salesforce products.
Customizable dashboards and reports.
Powerful automation for ticket management (e.g., workflows, macros).
Comprehensive customer service tools (e.g., case management, knowledge base, live chat, web to case(no need to write any code to create web to case)).
Easy integration with other Salesforce products.
Customizable dashboards and reports.
Powerful automation for ticket management (e.g., workflows, macros).
Comprehensive customer service tools (e.g., case management, knowledge base, live chat, web to case(no need to write any code to create web to case)).
What do you dislike about the product?
Complex setup process for new users.
High costs, especially for small teams.
The steeper learning curve for advanced features.
High costs, especially for small teams.
The steeper learning curve for advanced features.
What problems is the product solving and how is that benefiting you?
Many companies struggle with tracking and managing customer support cases across different channels, leading to delays and inefficiencies.Salesforce Service Cloud offers a unified platform for case management, allowing teams to handle customer queries from email, phone, social media, and chat in one place. This centralization improves response times and ensures that cases are resolved efficiently, enhancing customer satisfaction.
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