Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Great Easy to Use Product
What do you like best about the product?
Provides great insights that allow us to ensure we stay on top of service for all our customers. AI roadmap ensures we are leveraging the best tech for meeting our needs.
What do you dislike about the product?
Some overlap with existing products like sales cloud but overall no major downsides which is impressive for such a complex product!
What problems is the product solving and how is that benefiting you?
Allows customers to get support and answers to frequently asked questions and service center locations quickly.
Works great for sales features.
What do you like best about the product?
LWC work offline; abilities to use components offline.
What do you dislike about the product?
Components can be buggy sometimes. It can make process difficult.
What problems is the product solving and how is that benefiting you?
Issues on product raised by clients.
Top Cloud for Service matters
What do you like best about the product?
I think most helpful is Omni Channel tool offered by Salesforce because it allows you to share the workload based on Agent skills. Also Service Cloud Voice is a great tool that allows you to handle voice calls from your customers directly in Salesforce
What do you dislike about the product?
Probably cost of the service cloud. Small companies cannot afford it
What problems is the product solving and how is that benefiting you?
We basically handle all our cases and calls that are coming from our customers that are leadership of the hotel. We using omni channel to distribute the work among the agents
Great product
What do you like best about the product?
One platform for our team to work on, integration with phonesystem and use of Omni channel and cases.
What do you dislike about the product?
Integration with Vonage, although all on one place, functionality is not yet what we expected. Although still wirking on that.
What problems is the product solving and how is that benefiting you?
Handeling cases for me and my team and being able to communicate via case feeds and activiteiten timeline.
Digital Support Agent
What do you like best about the product?
Improve support efficiency and case deflection
What do you dislike about the product?
Cost of licenses, which counts number of words
What problems is the product solving and how is that benefiting you?
Case deflection and efficient support management
Comprehensive Review of Salesforce Service Cloud: Elevating Customer Support and Experience
What do you like best about the product?
What I like about Salesforce Service Cloud is its seamless integration across multiple channels, powerful case management, and automation features. It makes customer support efficient, with AI-driven insights and self-service options that enhance both agent productivity and customer satisfaction.
What do you dislike about the product?
Features are great and easy to integrate. I am worried about the cost escalation as we use more.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of managing and responding to customer inquiries across multiple channels efficiently. It centralizes customer interactions, automates routine tasks, and provides real-time insights, which speeds up issue resolution. For me, this means faster response times, improved customer satisfaction, and a more organized workflow for support teams, ultimately leading to better customer retention.
initial version did lot of features and we ended up customizing. Now it’s hard to get out
What do you like best about the product?
Service cloud new version has lot more features
What do you dislike about the product?
Limited app exchange 3rd party apps available
What problems is the product solving and how is that benefiting you?
Easy to use and all in one platform for our service techs
Praise for Service Cloud
What do you like best about the product?
Service Cloud is very configurable, allowing for declarative customizations to meet our business needs. Implementation was straightforward and Cases are critical to our success.
What do you dislike about the product?
So many great new features that we'd love to take advantage of but many require an additional purchase. Very happy to hear at Dreamforce 2024 the now-included options that we can begin to take advantage of within our current subscription, then roadmap out expanding our toolset.
What problems is the product solving and how is that benefiting you?
Managing our interactions with customers is critical to our success. Salesforce Cases have unified our communications, interactions, and and provided data relationships so we are continually improving our approach.
Readily available tools with no code
What do you like best about the product?
Has a lot of features that are readily available.
What do you dislike about the product?
Some features require customizations based on ur industry
What problems is the product solving and how is that benefiting you?
Inquiries
Use of Service cloud for custom use case
What do you like best about the product?
Integration with Sales cloud, ability to bring analytical insights via crma. Easy to enable Account, Contact coupled with Case, Task, Notes etc bringing C360 visibility to the account team.
What do you dislike about the product?
Its tough to enable non traditional service workflows that fits outside the standard implementation
What problems is the product solving and how is that benefiting you?
C360 visibility. Ability to bring all client interactions on Account and Contact. Ability to build custom objects to house internal client relevant data.
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