Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Service cloud let's us consolidate all our data into a single console for easy use.
What do you like best about the product?
Being able to use and access all user data from a single console is extremely nice and saves us time needing to go to different pages and having load times just to find what we need. We can also use Omni-channel to get the right agents to help with whatever issue the customer may have.
What do you dislike about the product?
There isn't really anything that I dislike about sales cloud. So far it has been an amazing tool that I will keep using in the future.
What problems is the product solving and how is that benefiting you?
Letting users handle small cases themselves with the power of AI and even direct them to Knowledge articles for them to be able to learn and solve their own problems so that we can spend more time on the important matters. If we are unable to help them solve it themselves we can direct it to an agent that actually can help them to get it resolved quickly.
Game Changer for Customer Service
What do you like best about the product?
360 degree customer view - it is easier to understand customer history and preferences, which means we can offer more tailored support.
Service Cloud Voice - It combines phone and digital support in one unified platform.
Service Cloud Voice - It combines phone and digital support in one unified platform.
What do you dislike about the product?
Learning curve for new users. Though ecosystem is powerful, it can be a bit overwhelming for those unfamiliar with Salesforce, requiring significant onboarding and training time. However, once our team became familiar with the system, it significantly enhanced our customer service capabilities.
What problems is the product solving and how is that benefiting you?
Using Omni Channel - We could route the cases and Chats to the available Correct Agents automatically.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
Awesome Service cloud !!!
What do you like best about the product?
Case management and SLA process along with AI
What do you dislike about the product?
Interface for Service agents could be better
What problems is the product solving and how is that benefiting you?
Help the customer with order, billing and delivery issues
Best way to manage customer support
What do you like best about the product?
The robust featutes. There's a tool or custom solution for every issue we may face.
What do you dislike about the product?
It's so easy to use and that can lead to large data usage which can be hard to maintain
What problems is the product solving and how is that benefiting you?
We are moving to the MIAW platform and the stakeholders are thrilled with the enhancements
Very good experience for agent and customers
What do you like best about the product?
Routing features are mostly I like in servcie cloud
What do you dislike about the product?
I like every feature of servcie cloud nothing specific I can think of
What problems is the product solving and how is that benefiting you?
Mainly routing and email to case feature
Very good new AI feature
What do you like best about the product?
Customization if very flexible; new AgentForce Will change everything for thé better
What do you dislike about the product?
Limitations about new features are not always well documented
What problems is the product solving and how is that benefiting you?
Replacing old support software; providing a community portal
Service Automation
What do you like best about the product?
As a long-time Salesforce user and leader, I can confidently say that Salesforce Service Cloud is an indispensable tool for managing customer service operations. It offers a robust platform that centralizes all aspects of customer support, from case management to omnichannel interactions, making it easy to deliver personalized and efficient service.
One of the things I love most about Service Cloud is its automation capabilities. With features like macros, workflows, and AI-driven case assignments, our team can focus more on resolving customer issues and less on manual, repetitive tasks. This not only increases efficiency but also improves customer satisfaction, as response times are significantly reduced.
The integration with other Salesforce products is seamless, providing a 360-degree view of every customer interaction. Whether it’s sales, service, or marketing, everything is connected, which enables us to better understand our customers’ needs and tailor our services accordingly.
Service Cloud’s scalability is another big plus. As our company grows, the platform easily adapts to handle more users, cases, and data, without any performance issues. It’s a flexible solution that evolves with us, which is critical in today’s fast-paced business environment.
Overall, Salesforce Service Cloud has transformed how we deliver customer service. Its comprehensive feature set, combined with the power of automation and AI, has allowed us to exceed customer expectations consistently. I highly recommend it to any company looking to elevate their customer service experience.
One of the things I love most about Service Cloud is its automation capabilities. With features like macros, workflows, and AI-driven case assignments, our team can focus more on resolving customer issues and less on manual, repetitive tasks. This not only increases efficiency but also improves customer satisfaction, as response times are significantly reduced.
The integration with other Salesforce products is seamless, providing a 360-degree view of every customer interaction. Whether it’s sales, service, or marketing, everything is connected, which enables us to better understand our customers’ needs and tailor our services accordingly.
Service Cloud’s scalability is another big plus. As our company grows, the platform easily adapts to handle more users, cases, and data, without any performance issues. It’s a flexible solution that evolves with us, which is critical in today’s fast-paced business environment.
Overall, Salesforce Service Cloud has transformed how we deliver customer service. Its comprehensive feature set, combined with the power of automation and AI, has allowed us to exceed customer expectations consistently. I highly recommend it to any company looking to elevate their customer service experience.
What do you dislike about the product?
1.Steep Learning Curve: For new users or teams unfamiliar with Salesforce, the learning curve can be steep. The platform’s sheer number of features and functionalities can feel overwhelming, especially for smaller teams without a dedicated admin or power user.
2.Cost:Salesforce Service Cloud is an investment. The cost can add up quickly, especially when adding extra features or users.
2.Cost:Salesforce Service Cloud is an investment. The cost can add up quickly, especially when adding extra features or users.
What problems is the product solving and how is that benefiting you?
1. Centralizing Customer Support and Improving Response Times:Salesforce Service Cloud helps us consolidate all customer interactions and case histories in one place, giving us a complete view of the customer. This allows us to respond quickly and efficiently, significantly improving resolution times and ensuring personalized support.
2.Streamlining Processes with Automation: With powerful automation features like case assignment and workflows, Service Cloud eliminates repetitive tasks. This allows our team to focus on solving customer problems, improving productivity, and reducing errors.
2.Streamlining Processes with Automation: With powerful automation features like case assignment and workflows, Service Cloud eliminates repetitive tasks. This allows our team to focus on solving customer problems, improving productivity, and reducing errors.
Superb product
What do you like best about the product?
The case management is so easy to configure
What do you dislike about the product?
The omnichannel section sometimes is not online
What problems is the product solving and how is that benefiting you?
To manage omnichannel interaction with customers
Game Changer for our customer support team!
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it pulls all customer service channels—email, chat, social media—into one place. It makes it super easy to track and respond quickly. Plus, the built-in AI helps automate simple tasks, freeing up time for more complex issues.
What do you dislike about the product?
What I dislike is that Salesforce Service Cloud can be a bit overwhelming to learn at first. It’s packed with features, but the interface isn’t super intuitive right away. It takes some time and training to get comfortable.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of scattered customer communications by centralizing everything in one platform. It helps us respond faster, automate repetitive tasks, and keep customers happy, ultimately improving our team's productivity and service quality.
Service Cloud leading the way is Service
What do you like best about the product?
The productivity gains it gives our agents.
What do you dislike about the product?
Training is always mandatory as it can be a lot for new users. Changemenangement is key.
What problems is the product solving and how is that benefiting you?
We are evaluating it to improve or customer success workflows.
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