Agentforce Service
Salesforce, Inc.External reviews
7,066 reviews
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External reviews are not included in the AWS star rating for the product.
Effortless Setup, Boosts Team Efficiency
What do you like best about the product?
I appreciate that Salesforce Service Cloud is relatively easy to use and set up, with most features being out of the box and simple to configure. The case assignment, knowledge articles, service console, and integrated VoIP capabilities are beneficial for efficient case management across different teams. It’s also impressive how it fits our use case perfectly and facilitates easy adoption.
What do you dislike about the product?
I think the omnichannel capabilities should be more readily available with the basic service cloud package. Currently, the need to have separate SKUs for using tools like voice and messaging can be restrictive. Bundling these capabilities with the basic package would be more beneficial, especially for users utilizing multiple channels. This would align better with the requirements of businesses that rely heavily on mid-channels like voice and messaging for their operations.
What problems is the product solving and how is that benefiting you?
I use Service Cloud for efficient case management across teams, easing customer issues resolution. Its integration with VoIP simplifies case creation, making setup easy and adoption high.
Great Customer 360 and Digital Engagement, but Lacks Some Channel Integrations
What do you like best about the product?
The Customer 360 view brings together both sales and service perspectives within the omni-channel experience. Additionally, the integration of digital engagement with service voice has truly elevated the service cloud offering, making it stand out as one of the best available.
What do you dislike about the product?
The option to add channels such as Instagram and Telegram is not available by default. However, it is possible to include them through customization but its not always necessary.
What problems is the product solving and how is that benefiting you?
This platform allows you to manage all customer communications and queries in one place. It integrates every channel within the familiar Salesforce ecosystem, making it much easier for those already using a CRM to get started, as the learning curve is quite low.
Great Accessibility, But Updates Can Cause Issues
What do you like best about the product?
Accessibility and easy to implement, support
What do you dislike about the product?
Updates that break it and too many updates
What problems is the product solving and how is that benefiting you?
The communication with customers
Exploring Salesforce for Unified Data Management
What do you like best about the product?
I appreciate that the idea of unifying data across multiple departments could really help enhance collaboration when supporting the same customer. The inclusion of AI tools in Salesforce Service Cloud to help merge data together sounds promising and innovative.
What do you dislike about the product?
Nothing at this time maybe how users that are not technical and have been using dated processes may not be able to adapt as quickly.
What problems is the product solving and how is that benefiting you?
I'm considering it to unify data across departments, aiding customer service with a centralized database and AI tools for data merging.
Absolutely Love Everything About It
What do you like best about the product?
Everything I love all of it is really amazing
What do you dislike about the product?
I don’t really like working with cases sometimes
What problems is the product solving and how is that benefiting you?
Sometimes
Easy-to-Use Platform That Centralizes Customer Issues
What do you like best about the product?
The platform is straightforward to use and navigate, making it simple to pinpoint customer issues all in one location.
What do you dislike about the product?
At the moment, I can't think of any negative feedback.
What problems is the product solving and how is that benefiting you?
The platform enables quick resolution and tracking of customer issues, making it possible to reach out proactively.
Director of Service Operations
What do you like best about the product?
In my experience, this is a straightforward CRM-based product that works well with my service team.
What do you dislike about the product?
There are many different licensing options available.
What problems is the product solving and how is that benefiting you?
Making us more efficient and quicker responses to customers.
Great Case Deflection, But Data Cloud Costs Still Unclear
What do you like best about the product?
How agents could deflect the cases and improve the customer satisfaction.
What do you dislike about the product?
Still unclear about the cost of data cloud and agents
What problems is the product solving and how is that benefiting you?
Case management
Easy Interface for Customer Interactions, but Email Duplication Issues
What do you like best about the product?
The interface is straightforward to view and navigate, making it simple to identify and document customer interactions.
What do you dislike about the product?
Challenges with email to case duplication.
What problems is the product solving and how is that benefiting you?
Handling inquiries from both internal partners and customers.
Great for Seamless Enterprise Service, Limited Personal Use Experience
What do you like best about the product?
Helping build seamless enterprise service experience
What do you dislike about the product?
Not used much to comment on this one so passing on
What problems is the product solving and how is that benefiting you?
Maintains and manages the sales cloud life cycle and makes it easy
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