Agentforce Service
Salesforce, Inc.External reviews
7,085 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Love Service Cloud
What do you like best about the product?
Helping our customers. We use chat bots and entitlements.
What do you dislike about the product?
It is user friendly but sometimes hard to train users on entitlements.
What problems is the product solving and how is that benefiting you?
Customer support, reports, and dashboards.
We are just starting to see the product, as far as we have seen, we really like the solution
What do you like best about the product?
That you can apply AI everywhere and it can connect all the data and make magic
What do you dislike about the product?
Is not that dislike it, it just I would like have more native options for the voice solution
What problems is the product solving and how is that benefiting you?
We are transforming in a contact center, so we need an omni channel solution
Service Cloud and our customers benefit from it
What do you like best about the product?
From an implementation perspective, the best thing about Service Cloud is its flexibility and scalability. Its ability to integrate seamlessly with existing systems and workflows makes it an adaptable solution for businesses of all sizes. The platform offers a wide array of out-of-the-box features, like case management, automation tools, and AI-driven insights, which significantly reduce the time needed for customization and development.
Additionally, Service Cloud’s robust omni-channel support ensures that customers can engage across multiple channels (email, chat, phone, social media) while keeping agents efficient and informed. The user-friendly interface and extensive resources make training teams and configuring the platform straightforward, even for complex environments.
This combination of flexibility, ease of use, and powerful tools makes Service Cloud one of the most efficient solutions to implement for enhanced customer service experience.
Additionally, Service Cloud’s robust omni-channel support ensures that customers can engage across multiple channels (email, chat, phone, social media) while keeping agents efficient and informed. The user-friendly interface and extensive resources make training teams and configuring the platform straightforward, even for complex environments.
This combination of flexibility, ease of use, and powerful tools makes Service Cloud one of the most efficient solutions to implement for enhanced customer service experience.
What do you dislike about the product?
One of the potential drawbacks of Service Cloud is that, while the platform is highly flexible, the variety of features can overwhelm new users, leading to a steeper learning curve, especially for teams not familiar with Salesforce ecosystems.
Licensing costs can also add up quickly as additional features or users are added, making it a potentially expensive solution for smaller businesses.
Licensing costs can also add up quickly as additional features or users are added, making it a potentially expensive solution for smaller businesses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several customer service challenges by streamlining case management, automating routine tasks, and integrating omni-channel support. It is enhancing agent efficiency by centralizing customer interactions across multiple channels, leading to faster resolutions and better customer satisfaction.
Love it!
What do you like best about the product?
Easy to access all customer information in one place.
What do you dislike about the product?
It can sometimes be overwhelming and cumbersome to get the exact info needed bc so much is avail
What problems is the product solving and how is that benefiting you?
Selling things to customer to incentivizes them to use our services
Service cloud helps us route the right work to the right people
What do you like best about the product?
Omnichannwl case assignment and routing
What do you dislike about the product?
Nothing I dislike but I'd enhance Omni routing to allow for pauses for tone tracking purposes
What problems is the product solving and how is that benefiting you?
Being able to get cases assigned quickly to the people with the right skills
Onjichannel routing allows us to do that
Onjichannel routing allows us to do that
Review for Service Cloud
What do you like best about the product?
1. Omni-channel Support
2. Knowledge base
3. Case management
4. Service Analytics
2. Knowledge base
3. Case management
4. Service Analytics
What do you dislike about the product?
1. Cost
2. Steep learning curve
3. Performance issues at scale
2. Steep learning curve
3. Performance issues at scale
What problems is the product solving and how is that benefiting you?
1. Inefficient case management
2. Inconsistent knowledge sharing
3. Lack of visibility and context in customer interactions
2. Inconsistent knowledge sharing
3. Lack of visibility and context in customer interactions
Service Cloud, The Non Profit World, and Alaska
What do you like best about the product?
Salesforce Service Cloud has allowed us to seamlessly connect early educators, child care programs, and families searching for child care, all in one place. We were able to import data from multiple sources, connect to our website and drive users to a self service portal creating more accurate and unified lines of service.
What do you dislike about the product?
Service cloud can be expensive for a non profit org. We were lucky to be able to purchase this product and pay for the subscriptions through one of our grants.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us create a more accurate data management system. It has helped us turn paper processes into simple click actions and has helped us to create a more user friendly self service environment for external end users.
Case management
What do you like best about the product?
Email to Case, Case assignments, live chat
What do you dislike about the product?
Some complex scenarios Case adjustments used triggers
What problems is the product solving and how is that benefiting you?
Write triggers and implement aura components
Effortless Setup, Endless Customizability with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud for its ease of setup and out-of-the-box functionality, making it simple to use. I love how it streamlines communication with customers via case management, reducing the complexities of massive email chains in Outlook. Email templates and Omni-Channel features enhance productivity, and the ability to tailor it to my organization's needs is highly valuable. It's the industry-leading application, and its endless customizability ensures it fits perfectly with my team's workflow.
What do you dislike about the product?
There is currently no telephony integration with Microsoft Teams Phones.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline customer communications, eliminating massive email chains and automatically merging them into cases, greatly improving efficiency.
One stop shop for service
What do you like best about the product?
Case management and email-to-Case functionality available out of the box
What do you dislike about the product?
To get most out of it.. you need customization.
What problems is the product solving and how is that benefiting you?
Reduce out turnaround time to the customers.
showing 1,061 - 1,070