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.
Streamlined Response and Improving Workflow
What do you like best about the product?
Salesforce Service Cloud allows our team to support customers from first contact to post delivery on our products. Managing the lifecycle of there project/program and supporting all aspects through Service Cloud has allowed us to exceed expectations time and time again. Any of our customer support team members are able to step in and review cases, respond to our customers, have the background and history where they need it, when they need it. Our service techs are able to gain access from the feild and make updates and changes on the spot. Our documentation is extremely better because of this. Service Cloud is eliminating our biggest pain points, creating happy tech and even happier customers.
What do you dislike about the product?
I cannot think of any issues that I've had with Service Cloud. If anything the issues are my inability to learn the newest features quick enough to deploy them to my team.
What problems is the product solving and how is that benefiting you?
Our biggest issue that Salesforce Service Cloud has solved is dissolving the silos of information that members of our support team had housed, either on their computers or in email. We were extremely hampered by multiple people working directly from their email to our customers. This made it impossible for other team members to have visiblity on problems. It made it difficult for team members to take time off, glean support from those around them or work together to solve problems because it was all done singularly. Now we ALL have eyes on every case. The ability to help our customers has gone above and beyond what we were doing before. We have cut our response times nearly in half. We have freed up time and now our team can take time off without stress or worries. It's made our team, a team.
A very good product that makes work easier!
What do you like best about the product?
The management of customer service cases has proven to be very efficient, and the response time has decreased considerably by having an appropriate configuration in Salesforce.
What do you dislike about the product?
Sometimes custom developments have to be made to access very specific metrics.
What problems is the product solving and how is that benefiting you?
Response time issues for customers were resolved, additionally we recently implemented WhatsApp through Service Cloud's Digital Engagement.
One Of The Best Service Platforms
What do you like best about the product?
I've been using several customer support management for more than 10 years and Salesforce has been the most modular and adaptable platform I've ever experienced. Implementation is very straightforward due to documentation practices and it's very easy to integrate to your ERP.
What do you dislike about the product?
Pricing can be changed per country as SF pricing team doesn't take currency parity and cost of living into consideration.
What problems is the product solving and how is that benefiting you?
When mixed with other Salesforce object dimentions you can easily make data speak for you and you have the ability to make meaningful actions out of data.
Good for tracking and following through your service cases
What do you like best about the product?
I like how easy it is to use and keep track of your service cases, keep the customer in the loop, find information about the account or previous cases, and overall the tools available to follow through and enhance your servicing
What do you dislike about the product?
As an accidental admin, it requires a good amount of research and knowledge to catch up and stay up to date with all its features, connections, and capabilities to better take advantage of and set it up. Good problem to have though!
What problems is the product solving and how is that benefiting you?
It does a great job at keeping track of our servicing and find all the information in one page, keeping the customer and technician in the same page. It allows us to provide better customer service when a case takes place
Amazing CRM Product
What do you like best about the product?
The full range of CRM functionalities allows our users and management to keep our customers data secure and organized. The reporting and dashboard options allows us to stay on top of key metrics. The ease of customization out side of code is also a hugh plus for our Org.
What do you dislike about the product?
The cost can quickly add up with the need for additional features, customizations, and integrations.
What problems is the product solving and how is that benefiting you?
Allow our company to automate some of our customer service needs.
Salesforce Service Cloud
What do you like best about the product?
easy to use,
very frequently used,
integration with a lot of outer systems
very customizable solutions
very frequently used,
integration with a lot of outer systems
very customizable solutions
What do you dislike about the product?
platform limitations
non editable internal process
non editable internal process
What problems is the product solving and how is that benefiting you?
keeping record of the clients complains.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Salesforce Service Cloud - Great for managing customer issues
What do you like best about the product?
Service Cloud is a great application that can support a myraid of industries. Mainly we use it to track our customer visits, and customer issues. We have all of their 'assets' in our software and it is easy to review and verify serial numbers when customers call into our support line. This enables our technicians to not have to dig through multiple sources of information to get exactly what they need.
What do you dislike about the product?
Honestly, I have not had many complaints about Salesforce. Maybe just the cost of having your whole organization licensed would be the only negative. For some users they will not use it daily and it can be quite expensive if that is the case.
What problems is the product solving and how is that benefiting you?
Single source of truth for our org. It makes it much easier to manage cases and also revisit them and share information with the greater team.
Everything in one place!
What do you like best about the product?
Service cloud was easy to setup with the Wizard. The options for customization make it easy to brand your apps. The support team quickly answers any questions I have and addresses any issues quickly and thoroughly. We will be implementing more sections of Salesforce which will make a seamless integration to service cloud.
What do you dislike about the product?
It's a little different from what I'm used to. So, a learning curve is definately in play. But, that's part of using something new.
What problems is the product solving and how is that benefiting you?
We essentially needed a helpdesk for our Customer service department that will seamlessly integrate with a Warranty and Sales/CRM solution. Salesforce and Service Cloud looks like our answer.
I'm working in Salesforce Service Cloud since last 10 years and found very useful.
What do you like best about the product?
Call center application is very useful. Also using case management which is easy to customize.
What do you dislike about the product?
Some time auto assignment rules not working when we also have custom assignments.
What problems is the product solving and how is that benefiting you?
We can easily integrate case creation using Web-To-Case in any external website which is a great feature. Case life cyle is also very helpfull and easy to manage cases.
A tool with standout features to streamline customer service operations
What do you like best about the product?
It's omnichannel support that allows teams to manage cases from various chanels such as email, social media, live chat etc. It is time saving and helps improve response time as well. The AI powered tools, like Einstein AI, also helps in faster case resolutions using its predictive insights and recommendations. Knowledge provides handy articles to agents to guide them through customer needs.
What do you dislike about the product?
While powerful, the platform can be complex to set up and requires significant customization initially to fit the business requirements. The cost may be prohibitive for small businesses. Users, especially from non-tech background can find the learning curve steep, hence require more training time and efforts.qa
What problems is the product solving and how is that benefiting you?
The backbone of any business is it's customer service and Salesforce service clouds solves the critical problem of managing customer service efficiently accross multiple channels. Before implementing it, the customer service portal was very disjointed while maintaining requests from email, phone and social media. Service cloud unifies all these interaction into one platform, hence solving the problem of maintaing customer request separately. This helps in faster response time, proper case tracking, personalized customer interactions in-turn improving customer interactions.
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