Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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Service User
What do you like best about the product?
The platform offers great case management tools, allowing my agents to track, prioritize, and resolve customer issues efficiently. The case feed provides a real-time overview of customer interactions.
What do you dislike about the product?
Finding skilled architects to fully utilize the platform
What problems is the product solving and how is that benefiting you?
Providing a 360 view of the customer
Service Cloud
What do you like best about the product?
I like Salesforce Service Cloud for its ability to enhance customer service and automate tasks, making case management more efficient.
What do you dislike about the product?
Setup can be sometimes difficult if you have voice
What problems is the product solving and how is that benefiting you?
Case management
Salesforce Service Success
What do you like best about the product?
Salesforce Service Cloud provides a platform to route our customer questions to the appropriate service agents. These agents have access to the customers data and service history allowing the cases to be tracked and answered quickly.
What do you dislike about the product?
Linking and managing tasks and activities on cases.
What problems is the product solving and how is that benefiting you?
We use service cloud to manage our customers and support cases. Our agents are able to see the necessary account data and past service questions. The cases are tracked until a resolution and can be reassigned during the resolution process as needed.
Easy workflows and streamline processes
What do you like best about the product?
Service Cloud is dedicated to customer success and experience! It's allows the service teams to have easy workflows and pull any data within salesforce to service customers.
What do you dislike about the product?
At the company we used it, we also had SAP and it made it hard to integrate so service teams had to keep logging between the 2 platforms to gather the full data.
What problems is the product solving and how is that benefiting you?
Making it to have all our teams and day in one place!
User friendly and great for customer service
What do you like best about the product?
Salesforce Service Cloud is great for customer support. It's user-friendly and packed with features. The integration with other Salesforce tools is a bonus. If you want to boost your customer service game, it's definitely worth checking out!
What do you dislike about the product?
The pricing is high for what you get, and it can take forever to set up. Plus, the interface feels outdated.
What problems is the product solving and how is that benefiting you?
It takes on the issue of scattered customer interactions so that our team can see everything in one place. This means faster response times and a smoother experience for customers
Driving efficiency of sales enablement
What do you like best about the product?
We use omni channel that proves effective in case management. Lightning service is another feature that benefits our sales force.
What do you dislike about the product?
Since we are not utilizing the full capability of this feature I am not able to comment on it holistically. Cost of maintenance is a downside I could think of.
What problems is the product solving and how is that benefiting you?
Singular product capability that serves as a knowledge base for the CSRs.
Voice + AI
What do you like best about the product?
Salesforce Service Cloud helps agents to attend requests from the customers on any channel, even voice.
And it is powered by AI, which helps users on answering customers' requests quickly. It means customers are not on hold on a call waiting the agent to find some information, or checking if customer is suitable for a promotion.
Service Cloud already provides all information to the agent, and recommends actions.
Also, Service Cloud helps agents to wrap up the calls, providing a summary of the call and qualifying it.
And it is powered by AI, which helps users on answering customers' requests quickly. It means customers are not on hold on a call waiting the agent to find some information, or checking if customer is suitable for a promotion.
Service Cloud already provides all information to the agent, and recommends actions.
Also, Service Cloud helps agents to wrap up the calls, providing a summary of the call and qualifying it.
What do you dislike about the product?
Extra licenses have to be purchased for every Service Cloud agent.
What problems is the product solving and how is that benefiting you?
Service Cloud offers a transcription of the call conversation. And it can be summarized. So, when agent requires some help from other agent or Supervisor, they already have the information. And the customer doesn't have to repeat her inquiry.
Salesforce Service Cloud: A Game-Changer for Our Customer Support
What do you like best about the product?
I really like how Salesforce Service Cloud brings together powerful automation and integration tools in one platform. Features like Entitlements and Milestones are super helpful for keeping track of customer cases and making sure everything stays on schedule. Plus, it’s great how you can customize workflows to fit specific business needs, and integrating with other apps has made our customer support process much smoother and more efficient.
What do you dislike about the product?
The platform is really packed with features, but that can also make it hard to get started, especially for newer users. Some advanced features, like setting up milestone criteria with formulas that use 18-character IDs, can get tricky and sometimes need developer help. Also, I think some admin tasks—like managing permissions—could be improved by using permission sets instead of checkboxes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has really helped us simplify how we handle customer inquiries by providing a central hub for managing cases across different channels. Milestones have been great for keeping things on track and ensuring we provide the best service possible. The automation features save us a lot of time by cutting down on manual tasks, letting our team focus on solving more complex issues. Overall, it’s made us much more efficient and improved customer satisfaction.
Pricey, but worth it
What do you like best about the product?
The Service Cloud team has done an excellent job at creating a product that, more or less, encompasses every single thing you would ever want from a service console. I've managed teams that handled anywhere from 100 to 5,000 service tickets per month and Service Cloud was indispensable in keeping the teams on track, providing reports for executives, ensuring KPIs are met (and tracking meaningful KPIs) - it can do it all.
What do you dislike about the product?
Salesforce is a little overkill for smaller companies. I currently work for a startup and we're only able to use about 20% of what we're paying for. That said, it's worth the money to start with Salesforce and grow versus start elsewhere and transition later.
What problems is the product solving and how is that benefiting you?
Our clients are spread across the globe but we're not big enough to support 24/7 support. Service console scrapes our knowledge base, I can fees it our documentation, and as more tickets get registered the smarter it gets. Having a solution that allows our clients to easily search for answers or create a ticket while the support team is offline, and have that ticket be prioritized + assigned automatically, is huge.
Great for our call center
What do you like best about the product?
Omni channel to help with all our work routing
What do you dislike about the product?
The extraordinary high cost of service cloud voice
What problems is the product solving and how is that benefiting you?
Routing cases on priority, automate using API with other system
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