Agentforce Service
Salesforce, Inc.External reviews
7,030 reviews
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External reviews are not included in the AWS star rating for the product.
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
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.
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