Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Service Cloud to Bring Support, Loyalty and Grow The Sales
What do you like best about the product?
Sales, Service and Quoting are not silos. You can get customer to purchase one time but if you want happy customer then you need visibility of what customer requests are for sales and collaboration between sales and service. It also contribute to renewal process, upsell and new product interests that align with customers success and your company growth.
What do you dislike about the product?
Do not promote deflection of service as core. Deflection word will result into mental friction with customer and promotes negativity. Service is about satisfaction may it be through digital support or responses by the agent, Seamless passing of the information between various channels is important to not deflect calls but to improve customer satisfaction
What problems is the product solving and how is that benefiting you?
Service cloud solves problem by providing capability to leverage multiple channels that provides preferred channels for customers.
Excellent Service
What do you like best about the product?
Number of features is the best about Salesforce services cloud, but the complete of the tools of the Salesforce Service Cloud is another good feature
What do you dislike about the product?
I think the most dificult item of salesforce service cloud, its the learning curve of the Salesforce platform
What problems is the product solving and how is that benefiting you?
I used the Salesforce Service Cloud for my NGO
Service Cloud helps us deliver a customer experience at scale.
What do you like best about the product?
With the right team, it's incredibly effective and is a force multipier for our service teams.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
What do you dislike about the product?
It requires architectural thought and a good team to implement.
It's relatively expensive, being best in class.
It's relatively expensive, being best in class.
What problems is the product solving and how is that benefiting you?
It allows us to have a 360 degree view of the customer, enabling all teams to know the good (and bad!) interactions with the customer.
This allows all teams to have the knowledge they need before they engage with a customer.
This allows all teams to have the knowledge they need before they engage with a customer.
Efficient Customer Support Platform with Powerful Features
What do you like best about the product?
Salesforce Service Cloud excels in providing robust features for case management and customer interaction tracking. Its integration with other Salesforce products, such as Sales Cloud, allows for a seamless experience in managing customer journeys, making it a versatile tool for support teams.
What do you dislike about the product?
The platform can be quite complex to set up and requires extensive customization to fit specific business needs. Additionally, its pricing can be prohibitive for smaller companies, especially when considering add-ons and third-party integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline our customer support process by centralizing interactions in one platform. This allows our team to respond quickly to customer issues, track the status of open cases, and ensure we meet service level agreements (SLAs). Integration with other Salesforce products also boosts efficiency, enabling a complete view of customer history and interactions.
Above & Beyond all Cloud Platforms
What do you like best about the product?
We started with a narrow use case to enable our team to better prioritize and document our interactions. We now have 5 separate workflows that correspond to solutoins in our business. We never say "no" to what we can do for clients or internal innovations.
What do you dislike about the product?
You must have expertise to maximize capabilities. If you don't, it doesn't mean you cannot achieve your goal, it means you'll do so by a hodge podge method that is far from ideal and doesn't scale efficiently or correctly
What problems is the product solving and how is that benefiting you?
We have unique workflows across multiple clients. So, not only do we have distinctness but we're also to utilize access controls. Additionally, our team is remote so a web app that's accessible is a requirement.
Great tool for a large service team
What do you like best about the product?
- It's flexible and can account for complex support processes
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
What do you dislike about the product?
- Case assignment automation is very limited, which is a requirement right now in the new world of AI
What problems is the product solving and how is that benefiting you?
Problems we're solving with Service Cloud:
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
Great way to track customer case tickets and activities
What do you like best about the product?
Salesforce Service Cloud is a great way to track incoming cases, related activities and reporting easily
What do you dislike about the product?
There are very few downsides that I have found. Recently, as we are in AI era, a lot of AI stuff is limited with purchasing add-ons to have gen AI enabled oherwise you won't be able to access Einstein.
What problems is the product solving and how is that benefiting you?
Salesforce Service cloud is amazing for Case Management and reporting and tracking those efficiently. We have workflows created to optimize the process more based on our custom business needs.
Case Management and Service Cloud Voice
What do you like best about the product?
We have been using salesforce case management for a long time but more recenlty started using workorders to provide our technicians with clear work instructions and the ability to report back on each line item so the customer can see what was done.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
What do you dislike about the product?
Cost of intergrations can be a set back. We have found we can develop our own solution 90% of the time.
What problems is the product solving and how is that benefiting you?
Automatic data collection from emails, and phone calls is world class and makes the customer experience far more enjoyable.
Salesforce Service Cloud has enhanced our ability to deliver exceptional customer experiences.
What do you like best about the product?
The case management system is intuitive, enabling our team to resolve issues efficiently. The analytics and reporting tools provide valuable insights into our service performance, helping us make data-driven decisions.
What do you dislike about the product?
Configuring the system to fit specific needs might require significant time and effort.
What problems is the product solving and how is that benefiting you?
It brings everything together in one place, making it easier to keep track of interactions and ensure nothing slips through the cracks
Easy and powerful, yet confusing.
What do you like best about the product?
Service Cloud has enabled us to design our future vision. Its flexibility and ease of use are incredible for this, especially the open APIs that are provided and the fact that almost every other solution provider already has some type of integration or knowledge of it. The ability to create sandboxes is by far the best feature, allowing for an incredible variety of tests, including parallel and isolated tests, enabling different teams to test different functionalities without conflict. In addition, the platform allows extensive customization, from visual changes to permission settings.
What do you dislike about the product?
By far, what I dislike the most is the redundancy of features that only work in either the Lightning or Classic environments. This causes some confusion about which should be used in which situation. A simple example of what I’m talking about is the email templates for use with email alerts. Removing this redundancy would be amazing. The APEX language, in my opinion, is not very user-friendly and can be a bit confusing—when should I use a class? A trigger? Something else? Anyway, it’s purely a lack of knowledge and needs to be studied, but I believe it could be a unified environment for custom code. There must be a reason for it being this way, but I still don’t understand it. Allowing the execution of other languages, in my case Python, would be fantastic. But I understand that this might be quite challenging.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, we were very limited in terms of improving customer service processes, reporting, and integration. Service Cloud came precisely to solve these problems. With it, we were able to test and implement new service workflows that optimize the workforce, with few limitations on what can or cannot be done by the platform’s functionality. The API connection enabled and simplified the use of any BI tool, including Salesforce itself. The ease of integration opens up a range of opportunities for connecting with legacy systems and third-party tools that we hadn’t even imagined.
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