Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Solid tool for managing customer service operations
What do you like best about the product?
Salesforce Service Cloud is a highly customizable platform, offering flexibility for businesses to tailor case management, workflows, and automation to meet specific needs. Integration with other Salesforce products ensures seamless data flow across departments, while features like Flows and automations streamline repetitive tasks, boosting agent productivity. Having Customer Account information or the ability to collaborate with others via Chatter ensures there is no data silos!
What do you dislike about the product?
Service Cloud's complexity can be a drawback, especially for new admins who may find the setup time-consuming. Additionally, the cost of Service Cloud, especially when adding extra features, can be high and might deter smaller businesses. Finally, the platform has a steep learning curve for agents, requiring significant training for optimal use.
What problems is the product solving and how is that benefiting you?
We are able to see the types of questions coming in, the issues, and time to resolve. It also helps us manage resources across our support teams.
It's everything you need for sales and organizational tools in one place.
What do you like best about the product?
From an administrator standpoint, the possibilities of what you can do are endless! From permissions to application setup and customization, it can be tailored to any need.
What do you dislike about the product?
Lack of hotkeys and other ways to make navigating and records quick and easy. It also could be more visually appealing.
What problems is the product solving and how is that benefiting you?
Helping to keep everything organized, all in one place.
Great Applications!
What do you like best about the product?
Service Cloud has been great for our clients, it has helped transform the case management making everything intuitive to use and implement with ease of integration and training, to help them provide the best possible customer support.
What do you dislike about the product?
While the OOB features are great fitting custom processes that are complex can show its complications.
What problems is the product solving and how is that benefiting you?
Ease of assignment of resources and case management.
Service Cloud Customer Support Benefits - Integration and Customizable at its best
What do you like best about the product?
Salesforce Service Clous has made our customer support journey and life easier, it support integration endlessly with other tools which our agents used and hence it is very convenient to use. Omni-Flow is new thing we discovered and is very excited and helpful to use.
What do you dislike about the product?
Nothing much actually, it is friendly to use with an interactive UI.
What problems is the product solving and how is that benefiting you?
Managing the different channels request and complaints coming from different aread and tool integrated at one place and very easy to manage then.
Service Cloud training
What do you like best about the product?
Thoughtfulness in implementing productivity solutions in the app
What do you dislike about the product?
As with any part of Salesforce, it takes a lot of training to understand which parts of setup are controlled in Lightning vs Classic setup.
What problems is the product solving and how is that benefiting you?
360 view of client accounts. Currently, our company uses separate systems for account management and support which has led to a disjointed view of the customer. Also, the automation tools on the salesforce platform are of a much high caliber than our current tool
Quick to learn!
What do you like best about the product?
Salesforce Service Cloud is a great way to manage communication with customers. There is so much you can configure for allocating cases. It's simple to use for customers and customer support.
What do you dislike about the product?
The downside can be that configuration can be tricky. There are settings that might need configured in the regular settings and the Service Cloud settings. You get used to it quickly!
What problems is the product solving and how is that benefiting you?
It solves the issues that comes with having high call and case volumes.
Service Cloud makes managing internal cases a breeze!
What do you like best about the product?
We use Service Cloud to help our internal team members with tech issues, bug fixes, and feature requests. It is exceptionally beneficial.
What do you dislike about the product?
Sometimes I think Service cloud could be integrated into Salesforce's other cloud services - Though beneficial, there is a barrier to entry for team members who are not technically savvy.
What problems is the product solving and how is that benefiting you?
Service cloud gives us the ability to manage a workqueue of requests in a way that our current tech stack does not.
I recommend Salesforce Service Cloud!
What do you like best about the product?
I like the suggested knowledge articles functionality the best, which can increase self sufficiency for users, reducing case load for case managers. It also is a tool that can be utilized by case managers to best resolve their case.
What do you dislike about the product?
The least helpful thing about Salesforce Service Cloud is that only users with the Service Cloud box checked in their user details may use it. This step is easy to forget.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the problem of having an unorganized and messy case management system. I now have a process that effectively handles my cases, ensuring that they are responded to and resolved in a timely manner. There is less manual case management on our end, freeing our time to dedicate to other resources.
It’s amazing i’m workinh in service cloud from last 13 years and helping team
What do you like best about the product?
Omnichannel and Eninstein chatboat is amazing.
I love the OOTB service cloud process which is base structure for every company
I love the OOTB service cloud process which is base structure for every company
What do you dislike about the product?
Entitlememt and milestone process is do complex i think we can make it more easy
What problems is the product solving and how is that benefiting you?
Contact center and omnichannel resolved so many proble like routing and everything .
We like the skill skill based routing and CTI and email to outlook functionality resolve a lot headache for my clients
We like the skill skill based routing and CTI and email to outlook functionality resolve a lot headache for my clients
Super helpful if you are already using Salesforce.
What do you like best about the product?
It's already pre-builkt in our current CRM (Salesforce). I love having a one stop shop for all my cases, tied directly to the information it's related to. Users can quickly access cases and submit pertinent information that helps me, and helps them get faster resolution.
What do you dislike about the product?
It requires licenses, not all users are enabled in the CRM, so there would be times where it would be more cost effective to use an external solution.
What problems is the product solving and how is that benefiting you?
It's for internal users only and allows them to tie specific CRM based information to their requests. I can assist them faster than using an external solution as it's related directly to the records they are trying to reconcile.
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