Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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External reviews are not included in the AWS star rating for the product.
great product but a little inconsistent
What do you like best about the product?
Service Cloud is great to have all of our tools to help all of our customers in one place. Once you get the hang of it, it's easy to set up and there's a ton of integrations with other software our company uses.
Customer service is always available and quick to answer which is great.
I truly do enjoy learning new things to implement on salesforce daily.
Customer service is always available and quick to answer which is great.
I truly do enjoy learning new things to implement on salesforce daily.
What do you dislike about the product?
While great, the product is a bit inconsistent especially around omni. We get reports of omni not connecting correctly or timing out frequently.
We recently implemented service cloud voice and it seems like latency between omni and AWS is a frequent issue.
Also the routing between omni and the external routing for voice through AWS does not work well so even though we prioritize calls before cases, the cases always gets routed first because omni is quicker than the externally routed items. We contacted support and there was no resolution.
Also latency between omni and aws connection is still an issue even after the summer 24 release fix.
Getting CCP reports from agents to troubleshoot is tough because sometimes we don't notice until after the call happens while we're reviewing reporting.
While support is always quick to answer, they don't always have a resolution.
We recently implemented service cloud voice and it seems like latency between omni and AWS is a frequent issue.
Also the routing between omni and the external routing for voice through AWS does not work well so even though we prioritize calls before cases, the cases always gets routed first because omni is quicker than the externally routed items. We contacted support and there was no resolution.
Also latency between omni and aws connection is still an issue even after the summer 24 release fix.
Getting CCP reports from agents to troubleshoot is tough because sometimes we don't notice until after the call happens while we're reviewing reporting.
While support is always quick to answer, they don't always have a resolution.
What problems is the product solving and how is that benefiting you?
having all of our tools in one place to help all of our customers globally.
Service Cloud has been great!
What do you like best about the product?
Salesforce Service Cloud is a powerful and flexible platform that has significantly improved our customer service operations. The ability to manage cases across multiple channels, like email and chat, makes it easy to provide consistent support. The customizable dashboards and reports are fantastic for tracking performance and spotting trends, which is essential for our data-driven decisions. Automation tools like Einstein AI have saved us time by handling routine tasks and providing smart recommendations. Overall, Service Cloud offers great features and scalability, making it an excellent choice for growing businesses.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful tool, it can be overwhelming to set up and configure, especially for advanced features like automation and AI. The user interface, though customizable, can feel cluttered and unintuitive at times. Additionally, the pricing structure can become expensive as you scale and add more features.
What problems is the product solving and how is that benefiting you?
Brings all of our member together in one spot to easily pull up the needed information and keep a 360 degree view of our members.
Coordinate better service across teams
What do you like best about the product?
Ability to engage all the relevant parties/functions to quickly and effectively resolve customer issues.
What do you dislike about the product?
It is better than our underlying data quality so we can't fully take advantage of all it offers.
What problems is the product solving and how is that benefiting you?
Getting everyone who needs to be involved automatically engaged to work a case.
Service cloud features
What do you like best about the product?
Service cloud offers the best case management features, knowledge articles for agents to solve repeated customer questions, chat functionalities
What do you dislike about the product?
Omni studio is sometimes slow and we don't use chat bots as much
What problems is the product solving and how is that benefiting you?
We use service cloud for customer self service, we use case management and knowledge
Streamlining Customer Service in no time
What do you like best about the product?
Service cloud streamlines customer service processes, enabling efficient case management and personalised customer interactions. Its capabilities and automation tools stand out, significantly enhancing productivity and customer satisfaction.
What do you dislike about the product?
Some improvements can be done to CTI integration
What problems is the product solving and how is that benefiting you?
Answering customer questions, guide them through the shopping experience.
A robust and extremely scalable solution called Service Cloud
What do you like best about the product?
Service Cloud is fascinating, it is robust to be implemented, with a presence on consumers' preferred channels, it greatly simplifies the day-to-day operation with assignments via Onechannel to the appropriate agents, automatically presenting details of the customer who is contacting, Omni Supervisor allows you to avoid bottlenecks in service and evaluate the team's performance, in addition to the fact that Service Cloud, being surrounded by the Salesforce ecosystem, enables many other resources in terms of security and use of API for integrations.
What do you dislike about the product?
A very useful resource but which presents some obstacles to implementing more complex logic are milestones and process entitlements. It is possible to use Apex to optimize SLA management, but the processing consumption with this practice ends up being higher than it should be, coming very close to reaching the governors limits.
What problems is the product solving and how is that benefiting you?
Service Cloud helps me to make my customer service team available on the channels where my customers are located, allowing me to size the products that generate the most complaints and indicating the customer service segments to which I should pay more attention, in addition to allowing me to assess customer satisfaction.
Salesforce service cloud for airline industry
What do you like best about the product?
It simplifies the effort it takes to gather all the customer enquiries, regardless of the origin channels. Robust tools like omni channel and flow are also provided to properly route the cases even if the business requirements are non trivial. Thumbs up.
What do you dislike about the product?
The ease of use also enables misuse when used without much thought, so now we have an account object that is bloated with similar data. It will be good to have recommendation on how to best manage an object on a given scenario.
What problems is the product solving and how is that benefiting you?
Almost the entire end to end process of a customer wanting their enquiry or issue to be resolved in a prompt manner. By giving us tools that easily customise to business needs, we can implement new enhancements fast
Great way to do cost to serve
What do you like best about the product?
It's a fantastic way for us to finally do cost to serve for segmented customers.
What do you dislike about the product?
You can't become quite expensive with the needed licenses
What problems is the product solving and how is that benefiting you?
It enables us to do cost to serve on segmented customers
Service cloud to help eCommerce clients on a retailer
What do you like best about the product?
I love the omnichanel integration with the service cloud capabilities
What do you dislike about the product?
Some times is difficult to simplify the UI for the agents
What problems is the product solving and how is that benefiting you?
Managing a lot of different users with different languages and managing to pass the conversations to the adequate agents
Works as well as you implement it
What do you like best about the product?
The ability to see all issues in one spot.
What do you dislike about the product?
As with any salesforce product what you get is what you. Put into it. Both good and bad.
What problems is the product solving and how is that benefiting you?
Customer issues as they pop up
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