Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Product owner
What do you like best about the product?
By using all clouds together to get a 460 view of our customer it allows us to be able to give them what they want, when they want it.
What do you dislike about the product?
We are in the process of transforming from a home grown system to service cloud and its difficult and time consuming to rebuild within service cloud. This isn't necessarily a service cloud issue.
What problems is the product solving and how is that benefiting you?
Giving our customers an Omni channel to xowrience
Very effective
What do you like best about the product?
The collaboration and automation of notifications across teams.
What do you dislike about the product?
The cost of licensing is high due to the absence of role-based licenses. An end user needs the same license as an admin when using the case object.
What problems is the product solving and how is that benefiting you?
We are using Service Cloud for the foundation of our CRM. We have recently integrated Marketing Cloud as well.
Amazing product
What do you like best about the product?
We love how easy it is to connect with clients on cases and how fast we can run reports about open issues
What do you dislike about the product?
It'd be great if we could do more with AI
What problems is the product solving and how is that benefiting you?
We manage all of our support through Service Cloud
Ease of use and fits our needs
What do you like best about the product?
I am an admin and I am able support my team and it's growth to support our business process. Users are happy with ease of use
What do you dislike about the product?
Mainly cost and need for improved documentation
What problems is the product solving and how is that benefiting you?
It is serving as our crm and sales process
Service Could is Salesforce
What do you like best about the product?
Easy to pull reports. Easy to customize.
What do you dislike about the product?
Requires a skilled admin to run at peak.
What problems is the product solving and how is that benefiting you?
Managing customer success and support cases.
Salesforce Service cloud is an amazing tool to streamline your service needs
What do you like best about the product?
Personally Service Cloud Consoles flexibility and ability to have everything I need in a single screen. The best part is the automation and ability to build process flows
What do you dislike about the product?
Sometimes adoption can be an issue but I think thats more so training issues than product related
What problems is the product solving and how is that benefiting you?
Gives you a single solution for practically all your customer service needs. But the key for us is case management and customer service automation. Ability to streamline processes
A tool that can accumulate every action of a customer
What do you like best about the product?
Where being on the Salesforce platform allows you to centralize all of your customers' activities.The ability to provide personalized, AI-driven customer service across all channels to increase operational efficiency while deploying high quality services on a large scale.
What do you dislike about the product?
It's going to cost more, but if I can utilize that, I think I can give that back to you.
What problems is the product solving and how is that benefiting you?
It's going to cost more, but if I can utilize that, I think I can give that back to you.Leverage knowledge articles to help service representatives and customers find the best answers to common inquiries and resolve issues quickly. Reduce the search effort for your customer support team by immediately displaying relevant articles and resources in the Help Center or Service Representative Console. Customers will be able to find the information and answers they need whenever they want, rather than having to contact a service representative directly.
Service cloud makes case management simple.
What do you like best about the product?
Case routing is my favorite feature. Shop based routing takes the guess work out of case triage.
What do you dislike about the product?
Digital Engagement is extremely difficult to use if your use case does not fit exactly.
What problems is the product solving and how is that benefiting you?
Customer service
I love Service Cloud!
What do you like best about the product?
I started out using Salesforce Service Cloud as a user. And absolutely loved the UI and how easy it was to use. Then I had an opportunity to become a junior admin. I never saw myself in technology. The Salesforce UI and declarative features are awesome.
Also I love the case management features. In all of my jobs, if they weren't using it, I convinced them to start using it instead of Outlook dg or excel LOL.
I also love how easy it is to create reports and dashboards.
Knowledge articles is also a great feature to use both for customers as well as employees who work cases.
Also I love the case management features. In all of my jobs, if they weren't using it, I convinced them to start using it instead of Outlook dg or excel LOL.
I also love how easy it is to create reports and dashboards.
Knowledge articles is also a great feature to use both for customers as well as employees who work cases.
What do you dislike about the product?
I honestly don't have anything that I dislike.
What problems is the product solving and how is that benefiting you?
Helping us to work faster, stay organized and provide valuable insights.
Life changing for Agents
What do you like best about the product?
It's a wholistic view of the customers journey and puts all information at the agents finger tips.
What do you dislike about the product?
Nothing. I think the product is great. I wouldn't change a thing.
What problems is the product solving and how is that benefiting you?
It's a CRM and Customer record
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