Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Service Cloud
What do you like best about the product?
Service cloud offers a solution to collaborate on customer concerns and save all data and communication in a central location.
What do you dislike about the product?
Training Customer Service Reps can be challenging.
What problems is the product solving and how is that benefiting you?
Scheduling and customer communication
Non profit association’s best friend
What do you like best about the product?
We love the Case management system that comes with Service Cloud and Omni channel helps out customer support to provide the best customer support to our members.
What do you dislike about the product?
One thing we have challenge with is service voice. It's a new feature and we had to go to a different vendor to have our calls recorded would be nice if Salesforce had that.
What problems is the product solving and how is that benefiting you?
It helped us with tracking all the issues we get for our compliance team and now we are able to mark the team's efforts by showing analytics on how many incidents were resolved day to day basis.
IT analyst
What do you like best about the product?
Service Cloud gets used by our customer service team and tech support team. It helps them manage cases and deliver information to customers quicker
What do you dislike about the product?
I did not find anything that I dislike about service cloud
What problems is the product solving and how is that benefiting you?
It solves customer service aspects as well as QA and regularly compliance
Helps us provide our customer with the level of support the deserve
What do you like best about the product?
The ability to log and track our all support cases in one centralised area that have been dealt with support of different levels. To then make their day to day ease by building automations, approval flows streamlines our business process.
What do you dislike about the product?
Its a expensive product and building on top and utilising additional features can add up. But it is also because of the extensive range of solutions to offers and the positive impact it has to our business that we choose to adopt more products.
What problems is the product solving and how is that benefiting you?
We are able to manage changes in circumstances for our customers with ease whilst also staying on top of the work our internal teams carry out for customers. This 360 view for both us and our customers is invaluable.
Awesome Customer Experience
What do you like best about the product?
All the capabilities to have a 360 view of the customer that help us to provide a wonderful customer experience
What do you dislike about the product?
UI can be improve or make it more appealing
What problems is the product solving and how is that benefiting you?
First contact resolution and we also expect to use it to integrate with our back office
Great!
What do you like best about the product?
Skills-based routing and the flexibility we have with it.
What do you dislike about the product?
Limitations to number of routings for Omni channel
What problems is the product solving and how is that benefiting you?
Unifying processes to a single platform
We using as a single source for end to end service
What do you like best about the product?
Service cloud we are using for all end to end service especially with entitlements setup Omni setup . And customer loved the community portal login and the user experience is impressed by them .
What do you dislike about the product?
Not specially but some integatiins makes us so difficult to integrate . When we integrated between Jira and service cloud with servic rocket managed package some of the features are not behaving as expected. It should be compatible in both ways .
What problems is the product solving and how is that benefiting you?
As mentioned end to end service happening in single app. From creation of case with entitlement checks, community portal, BOT, live chat , mobile app.
Control freaks and process lovers’ dream
What do you like best about the product?
I love that for every work task you can be upfront about the information you need and enforce that it is provided. I love that you can track everything that happens to a ticket, who's involved and the current state. By making this visible to our stakeholders, it eliminates a lot of communication and status meetings. I think having omni channel distribution elevates the efficiency and responsiveness of teams on service cloud, don't sleep on it!
What do you dislike about the product?
I dislike that if you want a channel that isn't covered out of the box it's so difficult to use your own connectors. Also, it's extremely hard to bring your own bot to the party.
What problems is the product solving and how is that benefiting you?
For the first time in the history of the company, we can see all of the work our agents are receiving. Before a lot of work wasn't tracked and that made forecasting challenging and made finding opportunities to optimise, nearly impossible
Salesforce Team Lead
What do you like best about the product?
Simplicity and success implementation. Compatibility with the third party application.
What do you dislike about the product?
Whatsapp integration sometimes is really slow
What problems is the product solving and how is that benefiting you?
Case Management
Work Assigments
Knowledge
Work Assigments
Knowledge
Service Cloud
What do you like best about the product?
Our users find it easy to use and overall big improvement from our previous CRM.
What do you dislike about the product?
I dislike how service cloud is it is difficult to get users set up.
What problems is the product solving and how is that benefiting you?
Connecting our team of phone agents and salespeople to our customers. It helps ensure each customer has a consistent experience while making sure steps of the sales process are missed.
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