Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Salesforce Service Cloud - The CRM Superhero!
What do you like best about the product?
I have to say, I really like Salesforce Service Cloud. The ease of use is fantastic. It has everything I need to handle customer questions and problems, and using it is a breeze—super easy to navigate and figure out. When it comes to implementation, it's pretty seamless. The customer support is solid too, always there when you need them. I'm on it almost daily, so the frequency of use is high for me because it's an integral part of managing customer inquiries. As for features, it's loaded with all the tools you'd ever need to create a knowledge base and integrate with phone systems. The ease of integration is definitely a standout feature. Plus, those automation features? They make my job way smoother. Overall, it's just a great tool all around!
What do you dislike about the product?
There's one thing about Salesforce Service Cloud that kind of bugs me – it can get a bit pricey, especially if you're running a small business. They've got these different plans to pick from, and they start at 25 USD per user per month when you commit to the whole year. That might not sit well with small businesses that are watching every penny. And here's the kicker: if you want to add on some extra features, even the basic ones, it jacks up the cost even more. It's like you're paying for each little thing, and it all adds up pretty fast.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is like your best buddy for customer service. It's got everything you need to handle customer questions and problems like a champ. You've got tools for managing cases, building up a knowledge base, and supporting customers across different channels. It's like a customer service superhero.
For me, it's a lifesaver. I can keep all those customer inquiries and issues in check, all organized and efficient. Handling those service desk tickets? Easy peasy. Plus, I get to build up this awesome knowledge base and tie in with phone systems – total game-changer. It's like having a helping hand for top-notch customer service.
For me, it's a lifesaver. I can keep all those customer inquiries and issues in check, all organized and efficient. Handling those service desk tickets? Easy peasy. Plus, I get to build up this awesome knowledge base and tie in with phone systems – total game-changer. It's like having a helping hand for top-notch customer service.
Compatible use of salesforce service
What do you like best about the product?
It gives overall information about the leads which needs to be managed. Also it gives access & full control over sales process no matter how simple or complex it may be. It's a one stop shop for every data you may need to finalize a deal.
What do you dislike about the product?
It's bit difficult to the first time users since the training & implementation of the tool takes charge of little complexity. Hence after the training session you may feel easier to use.
What problems is the product solving and how is that benefiting you?
It's helping us in using various tools in one single software which is almost handy & superfast in implementing & accessing multiple information in one go.
Utilisation, management of Salesforce cloud services
What do you like best about the product?
I was looking for this kind of software where I can use various features like management, email messaging, lead management, automated assignment services and also i was able to handle email queries & escalations in one dashboard.
What do you dislike about the product?
We faced issue while handling email of customers. Basically the escalation mails have certain pointers to highlight but sometimes we were unable to highlight that. Also this is bit of a higher price range. And now after giving suggestions to the team we are again going to try this feature. Hopefully it's resolved by now.
What problems is the product solving and how is that benefiting you?
Auto chat support is what helping our service team tremendously. It creates case automatically when a user stuck somewhere. Also the call centre integration to third party is a best part of Salesforce cloud service by using softphone the user experience is amazing.
Service cloud User
What do you like best about the product?
Unified customer view
Case management
Automation
Self-service
Case management
Automation
Self-service
What do you dislike about the product?
Performance issues
Limited customization
Support
Limited customization
Support
What problems is the product solving and how is that benefiting you?
for resolving customer issues and resolving their queries salesforce is being used for us
Best digital engagement tool
What do you like best about the product?
Contact centers that previously used separate tools for each channel can now use Service Cloud to improve the value of the customer experience by comprehensively understanding all information on a single screen.
What do you dislike about the product?
None in particular.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
What problems is the product solving and how is that benefiting you?
Previously, customer interactions were fragmented across different channels. However, with Service Cloud, the entire history is now accessible in real time across all channels. This has led to faster resolution of customer inquiries.
Service Cloud experience
What do you like best about the product?
The ability to track all of my data in one central place.
What do you dislike about the product?
The only thing I don't like about service cloud is the email text maxes out at a certain number of characters.
What problems is the product solving and how is that benefiting you?
The ability to see how much work my team is doing and how much it takes to service our customers.
The service cloud has become more powerful with the Einstein Co-Pilot
What do you like best about the product?
It's easy to learn and anyone can use it. It has many unique features that allows user to understand the need and do their job usefully. Service cloud makes you learn about salesforce and work. With the addition of Aegentforce service SLA's can meet on time and efficently.
What do you dislike about the product?
There is nothing to dislike. I think it has not reached to so many people. I think they should reduce the bugs.
What problems is the product solving and how is that benefiting you?
It has Solution and benefit for customer engagement. It has improved the customer relationship management. It has enhanced customer service and support. It provides scalability and flexibility for work
Best in class solution
What do you like best about the product?
All the new features which are introduced with every release
What do you dislike about the product?
Recipes and up and running solutions for deployment
What problems is the product solving and how is that benefiting you?
Contact center solution for healthcare sector
Service Cloud - Customer 360
What do you like best about the product?
Using Service Cloud in the context of servicing volunteer membership and the general members of a large non-profit organization empowered the organization to put together a 360 profile for each volunteer member and general member. All interactions, pain points, communications, roles past and present, relationships between the volunteer members and the general members are maintained in a central service cloud repository. From there each action taken, each email sent or received , each call logged, each activity scheduled, each payment made, each dunning letter sent is visible and actionable either individually or in bulk. Cases and complaints could be assigned based on rules or by choice and we can immediately see who is overloaded the most, reach out to help and avoid non-profit burnout while maintaining good service levels despite limited resources. Tying all the data together allows the organization to identify points of failure, prioritize remedies and to resolve them. When membership retention and especially volunteer membership is critical to the health of the organization, Service Cloud is an essential tool.
What do you dislike about the product?
Service Cloud can become somewhat heavy given that is tracks so much connected data. When proceeding that data for reporting purposes it can be less than intuitive and care must be taken to ensure responsiveness.
What problems is the product solving and how is that benefiting you?
Allows the organization to understand their members and manage them. Ensure volunteers are trained and possess the correct skills to service members. The volume could never be handled without this system.
Best experience for your customer
What do you like best about the product?
I like how easy it is to use, how others can view cases and collaborate, being able to customise to your business needs!
What do you dislike about the product?
In our company we don't categorise and I think that is something that should be standard for cases.
What problems is the product solving and how is that benefiting you?
With knowledge articles having the ability to add them to customer cases is great! But also having customers see their cases and the status
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