Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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My review on Service Cloud
What do you like best about the product?
It can capture customer enquiries from all channels - phone, website, email, social. Which allows the agents to easily address these enquiries from 1 platform
What do you dislike about the product?
Integration is not easy, especially when integrating with external systems to capture all info about the customer
What problems is the product solving and how is that benefiting you?
Check easily if particular customers have complained multiple times, so we know if is real issue or not. Also we can develop reports to understand the categories of issues that is commonly happening to customers - hence improving on our services as well
Service cloud application
What do you like best about the product?
End to end service solutions to enable the support team
What do you dislike about the product?
Salesforce is missing its own CTA feature
What problems is the product solving and how is that benefiting you?
Advanced service solutions to customer
BYOT - Service Cloud Voice
What do you like best about the product?
We just implemented an enterprise change over to a new telephony provider and we've been very pleased with Service Cloud Voice's ability to 'Bring Your Own Telephony' provider.
What do you dislike about the product?
We are still looking for a good out of the box Salesforce solution for screen recording for our contact center chat and telephone interactions.
What problems is the product solving and how is that benefiting you?
Help desk, contact center, field services, implementations, onboarding
Great product
What do you like best about the product?
Ability to seamlessly integrate data with any system
What do you dislike about the product?
Inability to customize too much without affecting performance
What problems is the product solving and how is that benefiting you?
Consolidate multiple systems into 1
Most effective Crm for enterprise
What do you like best about the product?
I can choose all the contact center tools in one platform and gives 360 view on my agent's activity
What do you dislike about the product?
Email solutions is still not the best for all the use cases. Missing external connections from the core platform.
What problems is the product solving and how is that benefiting you?
Customers support
Service Cloud
What do you like best about the product?
Salesforce Service Cloud has been helpful for me in terms of case managment. It allows us to track iur customer interactions and easily communicate with our customers. The platform makes it easy to track every interaction, whether it’s a phone call, email, or chat. This level of visibility ensures that we can follow up with our customers effectively and provide a more personalized experience for each customer. The automation features also allows us to reduce agent handle time as well
What do you dislike about the product?
I have enjoyed everything about Salesforce Service Cloud this far
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several key challenges for me, primarily around managing customer inquiries and ensuring timely follow-ups. All our interactions are tracked and available to the people who need them. Automation allows us to never miss important follow ups by notifying our agents of important events.
Service Cloud simplifies customer service processes.
What do you like best about the product?
Service Cloud offers numerous opportunities to automate processes, simplifying issue resolution for service agents.
What do you dislike about the product?
I dislike email-to-case. It's difficult to track and troubleshoot when there are issues with it.
What problems is the product solving and how is that benefiting you?
It is providing a way to track issues, where they are at, and what needs to be done on them.
good features, but has some limitations
What do you like best about the product?
enhancing customer service efficiency. One of the standout aspects is its ability to provide a 360-degree view of customer interactions, which allows agents to access information quickly and personalize service.
What do you dislike about the product?
Some features are complex and some limitations require extra cost
What problems is the product solving and how is that benefiting you?
The smooth call center experience
extremely helpful for auditing
What do you like best about the product?
The way things can be trending so reporting and audit reaserch made easy
What do you dislike about the product?
how the object reporting can be limiting at time
What problems is the product solving and how is that benefiting you?
case capturing for mecanical feedback and trouble shooting records
Salesforce Service Cloud
What do you like best about the product?
Ability to connect to customer through various channel but having full knowledge of past activities with other agents
What do you dislike about the product?
Don't dislike anything in particular....
What problems is the product solving and how is that benefiting you?
Automation and increased productivity
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