Agentforce Service
Salesforce, Inc.External reviews
7,117 reviews
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External reviews are not included in the AWS star rating for the product.
Service cloud does what it needs to
What do you like best about the product?
The best part of service cloud is its seamless integration with the rest of the Salesforce ecosystem
What do you dislike about the product?
It's not as simple (plug-and-play) as some of the other ticketing systems out there.
What problems is the product solving and how is that benefiting you?
Communication across different, unintegrated, channels. Ticketing management and escalation. Automations.
Service cloud made customer service quicker and faster. Offering many options to track customer.
What do you like best about the product?
Omni channel, Einstein AI chatbot. Email to case is very good with service cloud.
What do you dislike about the product?
Service cloud is kinda costly for small and medium size organization.
What problems is the product solving and how is that benefiting you?
Live chat solved many face to face conversation or phone calls.
Simple, Affordable, Scalable
What do you like best about the product?
Salesforce service cloud has a vast array of features and functionality that are scalable as your business grows
What do you dislike about the product?
I honestly haven't found anything which I can speak to on disliking at this point.
What problems is the product solving and how is that benefiting you?
Managing customer requests and supporting customer needs.
Salesforce Service Cloud
What do you like best about the product?
Service cloud has been great - with the help of flows there is so much that can be automated. if anything goes wrong there is alot of support available and gets answered very quickly.
What do you dislike about the product?
salesforce setup can be a bit daunting at first until you get used to it.
What problems is the product solving and how is that benefiting you?
Service cloud helps us manager customer tickets and solve customer complaints. It helps us provide timely service to customers and their chargers
Utilizing Salesforce enhances convenience and accessibility, particularly in an office environment.
What do you like best about the product?
It offers a complete and clear picture of customer interactions through various channels, enabling customer service agents to easily find all necessary information and solve problems efficiently. Additionally, it includes strong automation tools that enhance case management and boost agent productivity.
What do you dislike about the product?
Too much customization and flexibility in how tasks are done can lead to mistakes or tasks being left incomplete.
What problems is the product solving and how is that benefiting you?
Efficiently handling customer support by using a central platform to monitor customer problems, direct cases to the appropriate agents, access full customer details, and automate routine tasks, which results in quicker resolutions and better customer satisfaction.
Service Cloud is key in our organization.
What do you like best about the product?
The seamlessness and customizabiity of it. I am able to create and execute action plans with just my admin skills. No code is needed for minimal implementations.
What do you dislike about the product?
I dislike that there arent certain functionalities that are readily able to be plugged in. For example, many companies use a ticketing system and the snetire build could easily be replicated across organizations.
What problems is the product solving and how is that benefiting you?
We have many active users in SF and they all are users only. They submit tickets to our salesforcesupport email which creates a case using Email-to-Case functionalities. This then comes to our admin team which helps breakfixes and maintenances.
Good experience so far
What do you like best about the product?
Automation helps to give back time in my day that I can spend with customers
What do you dislike about the product?
Learning curve if you are new to the salesforce environment
What problems is the product solving and how is that benefiting you?
All in one platform for our info
Best class tools and features to manage service for any products
What do you like best about the product?
Easy to manage cases and build custom features like workflows, ease of implementation.
What do you dislike about the product?
Easy to use, Easy to learn, Easy to manage customer support, Frequency of use and cases, Ease of integration with other external systems
What problems is the product solving and how is that benefiting you?
Case management, Omnichannel routing
experience rated a thousand
What do you like best about the product?
The interface is intuitive and facilitates navigation, making everything very practical.
What do you dislike about the product?
At the moment, I have nothing to complain about. I am satisfied and hope it stays that way! :)
What problems is the product solving and how is that benefiting you?
It centralizes all customer interactions on a single platform, facilitating access to information and improving communication between teams. This results in more agile and efficient customer service.
Streamlined and Efficient Customer Service Management
What do you like best about the product?
Salesforce Service Cloud makes it so easy to manage customer interactions in one place. I appreciate the automation tools that reduce the workload for our team and speed up response times. The ability to customize workflows and integrate with other Salesforce features really allows us to tailor it to our needs. Overall, it’s been a big help in improving our customer service and keeping track of our metrics.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, it does come with a learning curve, especially for new users. Customization options are great, but they can feel overwhelming at first, and sometimes small tweaks require more time than expected. It can also be on the pricey side, particularly for smaller teams, but the features make up for it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us streamline customer support by centralizing all customer inquiries, interactions, and case management in one platform. Before using it, managing customer requests across different channels was chaotic and time-consuming, often leading to delayed responses or lost messages. Now, with all channels integrated, we can respond faster and ensure no issue falls through the cracks. The automation features, like automatic case assignments and follow-ups, reduce manual tasks, allowing our team to focus more on complex customer issues. Overall, it has greatly improved our efficiency, enhanced customer satisfaction, and provided better insights through detailed reporting.
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