Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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External reviews are not included in the AWS star rating for the product.
Service cloud session at DF23 was amazing
What do you like best about the product?
The best part of service cloud is that it puts customers first by connecting them with support agents when the customer most needs assistance. Service cloud console provides a great view into the support agents work stream
What do you dislike about the product?
There is nothing I dislike about service cloud
What problems is the product solving and how is that benefiting you?
Service cloud is solving the problem of contact issue resolution
Love Service Cloud!
What do you like best about the product?
Very easy to develop and launch - low and no code solution that met all requirements
What do you dislike about the product?
There could have been more core options for email to case and integration with phone systems.
What problems is the product solving and how is that benefiting you?
Replaced home grown system for case management and contact otes
Enabling customer success
What do you like best about the product?
The service console and integration with Sales Cloud is crucial to our success
What do you dislike about the product?
I am looking forward to better bot capabilities
What problems is the product solving and how is that benefiting you?
One stop shop for our customer success
Easy to use app for managing customer inquiries
What do you like best about the product?
Service Cloud is very simple to use to track incoming emails and web form submissions. Records can automatically be assigned to a Queue or an individual user. Once a case is owned by the user, they can select knowledgebase articles and email templates to respond to the customer from within Service Cloud
What do you dislike about the product?
Phone/CTI integration is an add-on product or a 3rd party application and not included with the standard licensing for Service Cloud. Same is true for other mediums such as social media and SMS.
What problems is the product solving and how is that benefiting you?
We use service cloud to track inbound customer support requests that are either technical or billing in nature. We track when they are in, the customer they're attached to and how long to resolve
Migrated from Zendesk to Service Cloud
What do you like best about the product?
Different channels, Omni channel case distribution.sercice metrics.
What do you dislike about the product?
Difficult Omni channel setup. Not easy to implement for different markets on same org.
What problems is the product solving and how is that benefiting you?
Managing Cases on many different channels
Service Cloud is a solution for everyone!
What do you like best about the product?
The beauty od Service Cloud is in the way how easy it is to build the solutions and implement system without coding knowledge. Administrator is able to create most of the designed solution alone without developer support.
What do you dislike about the product?
The only issue would be that to create more complex solution it will be challenging to create those without coding experience. It could be improved by giving best practices for admins to handle some coding.
What problems is the product solving and how is that benefiting you?
Service Cloud is supporting the whole variety of processes from Email-to-case, escalation and chat. It speed up are issue resolution time and made our agents more productive.
Great Service Solution
What do you like best about the product?
Salesforce Service Cloud allows data centralization and collaboration across the key modules for the business to view and manage their customer journeys in one place
What do you dislike about the product?
Salesforce Service Cloud requires complex development and customization to integrate across different platforms, systems and complex data sources in order to implement in the enterprise.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud provide a view of the customers lifecycle and health throughout the sales cycle to help increase product cross sell and maximize customer satisfaction.
Salesforce Service Cloud review
What do you like best about the product?
For us the service cloud offers client insight into our processes. The customer service team is able to quickly assist our clients in solving complex issues
What do you dislike about the product?
Case assignments can be problematic at times. It would be nice to allow the manager the ability to easily mark a representative out of the office and have cases automatically reassigned
What problems is the product solving and how is that benefiting you?
Salesforce service cloud provides us with the ability to quickly address their issues and lead to a quick resolution. The analytics portion is essential for providing insights into pain areas
We used Service Cloud to change our existing process to cases
What do you like best about the product?
We are able to use Omni Channel routing to assign cases
What do you dislike about the product?
We would like to be able to easily convert all work related things to cases without having to do a lot of work
What problems is the product solving and how is that benefiting you?
We are able to measure and track the time it took to resolve the case since we can group all activities in the case
Fantastic tool for SaaS EMR Service Team management
What do you like best about the product?
I have so much visibility and control over my agents productivity. Dashboards and reports help me lead by exception and help my end users develop personal goals and easily track them. Having this data supports effective decision making and roadmapping.
What do you dislike about the product?
There is nothing that I dislike about it.
What problems is the product solving and how is that benefiting you?
Reporting and dashboarding is helping me make business cases for investments with my c-suite. It's also help me identify team and personal trends to develop quarterly goals.
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