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.
Amazing functionality with Innovation every release World leader in service management
What do you like best about the product?
Easy to learn with a lot of room to grow as your needs expand
What do you dislike about the product?
Not applicable there are none. It's a great product with very few limitations
What problems is the product solving and how is that benefiting you?
Bringing order to my company's internal and external sales processes
Best product ever
What do you like best about the product?
Help with case management efficiently. Omni channel ecosystem is the best platform to connect with multiple chat eco system and getting your customer services in one place
What do you dislike about the product?
Heavy customization should be avoided. It's more seamless and easy to use when it's used out of the box functionality.
What problems is the product solving and how is that benefiting you?
Internal HR queries.
Great product!
What do you like best about the product?
It has all the features you need out of the box to run a great customer service team quickly andeasily. Service Cloud voice is especially easy to setup even with limited knowledge on CTI
What do you dislike about the product?
There's always some limitations you need to find workaround to do specific things the client want. Good thing is Salesforce brings some of those on every major releases
What problems is the product solving and how is that benefiting you?
Allows to track all of our customer's request in efficient way and also integrates well woth our phone system. Email to case and web to case really easy to setup and this was easy to bring all of our support agents from different aquired company to use the same system without losing much of the functionality the had without salesforce
Perfect solution for scalable Service Orchestration
What do you like best about the product?
Most helpful are capabilities like Case Management, the Knowledge Base, Automation and Workflow support on a very high level. The full Salesforce Integration is a great asset to be very efficient.
What do you dislike about the product?
Nothing at all. The solution is very scalable and can support us from the initial starting point towards a large scale rollout. Not to change the environment is key.
What problems is the product solving and how is that benefiting you?
The solution solves the management and organisation of our multiple service teams which are very distributed. Furthermore it is solving Service partner integration.
Service Cloud optimizes customer support!
What do you like best about the product?
Service Cloud provides a seamless experience for our Customer Support teams to support our critial stakeholders - cancer patients, caregivers, donors and more.
What do you dislike about the product?
We love it. No critical feedback. Thank you.
What problems is the product solving and how is that benefiting you?
Seamless access to constituent records - to create and locate historical records. It is efficient.
My Game-Changer: Salesforce Service Cloud
What do you like best about the product?
1. Customer-Centric Approach: Salesforce Service Cloud helped us put our customers at the center of everything we do. Having a 360-degree view of each customer allowed us to provide personalized and efficient support.
2. Empowering Agents: It’s not just a tool; it’s an agent empowerment platform. My team embraced it because it simplified their tasks, allowing them to focus on meaningful customer interactions rather than drowning in paperwork.
3. Knowledge Base Magic: The knowledge base feature has been a savior. Not only does it assist our agents in finding solutions quickly, but it also empowers our customers to troubleshoot on their own. This self-service aspect has reduced our workload significantly.
4. Smooth Integration: We use various tools in our tech stack, and Salesforce Service Cloud seamlessly integrates with them all. It’s like the missing puzzle piece that completes the picture.
2. Empowering Agents: It’s not just a tool; it’s an agent empowerment platform. My team embraced it because it simplified their tasks, allowing them to focus on meaningful customer interactions rather than drowning in paperwork.
3. Knowledge Base Magic: The knowledge base feature has been a savior. Not only does it assist our agents in finding solutions quickly, but it also empowers our customers to troubleshoot on their own. This self-service aspect has reduced our workload significantly.
4. Smooth Integration: We use various tools in our tech stack, and Salesforce Service Cloud seamlessly integrates with them all. It’s like the missing puzzle piece that completes the picture.
What do you dislike about the product?
1. Initial Learning Curve: I won’t deny it - getting started was a bit overwhelming. However, once we invested in proper training and onboarding, the benefits quickly outweighed the initial challenges.
2. Cost Consideration: Salesforce Service Cloud is an investment, especially for smaller businesses. However, I can confidently say that it’s an investment in the future of your customer service excellence.
3. Customization Complexity: Customizing the platform to suit our unique needs took time and effort. It’s not a one-size-fits-all solution, but the flexibility is worth the effort.
2. Cost Consideration: Salesforce Service Cloud is an investment, especially for smaller businesses. However, I can confidently say that it’s an investment in the future of your customer service excellence.
3. Customization Complexity: Customizing the platform to suit our unique needs took time and effort. It’s not a one-size-fits-all solution, but the flexibility is worth the effort.
What problems is the product solving and how is that benefiting you?
As a member of our installation team, you’ve probably experienced the frustration of inefficient communication and coordination. Picture this: you’re on your way to a customer’s location for an installation, but you’re not entirely sure about the specific requirements. You call the office for details, but it takes time to find the right information. Meanwhile, the customer is waiting, and you’re feeling the pressure.
This kind of scenario is all too common. Miscommunication happens, details get lost in the shuffle, and delays occur. It’s stressful for both you and the customer.
Solution with Salesforce Service Cloud - Your Personal Efficiency Booster:
Now, imagine a different scenario. You’re on your way to that same installation, but this time, you’ve got Salesforce Service Cloud at your fingertips. Before you even set foot at the customer’s location, you’ve accessed all the necessary information, including their preferences, previous interactions, and the specific installation details. No need for frantic calls back to the office.
With Service Cloud, you can log updates and notes in real-time, ensuring everyone on the team is on the same page. Dispatching and scheduling are a breeze. You’re dispatched to jobs based on your availability and skills, minimizing delays and maximizing efficiency.
Plus, your customers love it too. They receive automated updates about the installation process, giving them peace of mind and boosting their confidence in your service.
What’s more, you can track your performance and identify areas for improvement through the reporting and analytics tools. It’s like having a personal assistant dedicated to making your work smoother.
This kind of scenario is all too common. Miscommunication happens, details get lost in the shuffle, and delays occur. It’s stressful for both you and the customer.
Solution with Salesforce Service Cloud - Your Personal Efficiency Booster:
Now, imagine a different scenario. You’re on your way to that same installation, but this time, you’ve got Salesforce Service Cloud at your fingertips. Before you even set foot at the customer’s location, you’ve accessed all the necessary information, including their preferences, previous interactions, and the specific installation details. No need for frantic calls back to the office.
With Service Cloud, you can log updates and notes in real-time, ensuring everyone on the team is on the same page. Dispatching and scheduling are a breeze. You’re dispatched to jobs based on your availability and skills, minimizing delays and maximizing efficiency.
Plus, your customers love it too. They receive automated updates about the installation process, giving them peace of mind and boosting their confidence in your service.
What’s more, you can track your performance and identify areas for improvement through the reporting and analytics tools. It’s like having a personal assistant dedicated to making your work smoother.
Service cloud is a great way to connect to the customer
What do you like best about the product?
All the different options for agents and the business
What do you dislike about the product?
Hard to integrate outr cti with Salesforce
What problems is the product solving and how is that benefiting you?
Allowing for a full view of the client
Mast have tool for any Service Rep
What do you like best about the product?
Easy of use, intuitive. Also completely integrated into rhe Salesforce platform, which makes my like as a developer a lot easier.
What do you dislike about the product?
Not really a Service Cloud problem per se, but deploying metadata referencing org-wide email addresses (which we use alot in Service) is difficult.
What problems is the product solving and how is that benefiting you?
Case handling.
From outlook and spreadsheets to organized goodness
What do you like best about the product?
Being able to allow our sales side to see the issues out customers are trying to solve has been a wonderful boon. Additionally cases are far more organized.
What do you dislike about the product?
Base reporting is feels like a neglected product. It's less functional than Excel, Tableau, or other reporting platforms.
What problems is the product solving and how is that benefiting you?
The biggest help is moving us out of outlook and into a coordinated tool. Additionally post help survey integration is great!
Amazing service cloud
What do you like best about the product?
Usability- easy to traverse.
Robust and fast to get the full CRM
Robust and fast to get the full CRM
What do you dislike about the product?
Nothing as such
Licensing and roles creation could get little tricky
Licensing and roles creation could get little tricky
What problems is the product solving and how is that benefiting you?
Customer self service - big win for us
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