Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Service Cloud for our business
What do you like best about the product?
Salesforce Service Cloud offers lot of standout features. For me mainly covers the following points.
**Customization - highly customizable, enabling businesses to tailor workflows, dashboards, and reports to fit their specific service needs.
** Automation - We can easily implement the automation process using Flow.
**Integration -Integration with other salesforce product.
** Support - If we encounter any challenges during implementation, we will receive prompt support from the Salesforce support team.
**Customization - highly customizable, enabling businesses to tailor workflows, dashboards, and reports to fit their specific service needs.
** Automation - We can easily implement the automation process using Flow.
**Integration -Integration with other salesforce product.
** Support - If we encounter any challenges during implementation, we will receive prompt support from the Salesforce support team.
What do you dislike about the product?
Service Cloud is a powerful tool, but for smaller businesses, it may not be affordable to invest in the product.
What problems is the product solving and how is that benefiting you?
Mainly in managing and streamlining customer service operations. It centralizes support across various channels email, phone and chat. then finally reduced the manual effort and prevent the issues
Significant Improvement in Case Management with Salesforce Service Cloud
What do you like best about the product?
As a Business Analyst at Telecom Argentina, I have been using Salesforce Service Cloud for over a year. The implementation of this tool has transformed our case management, allowing us to resolve customer issues more quickly and efficiently.
One of the most useful features we employ is order tracking. We have connected our ecommerce platform with the CRM, enabling us to validate the status of customer purchases and access a complete list of orders from each channel. This has facilitated customer service, as we can provide accurate and up-to-date information in real-time.
Additionally, we utilize the EPC application, which is also integrated with our ecommerce platform. This integration provides us with real-time information about available stock, helping us manage our inventory better and avoid stockout situations.
Overall, Salesforce Service Cloud has been a key tool in optimizing our operations, enhancing customer satisfaction, and increasing our team's efficiency.
I highly recommend Salesforce Service Cloud to any organization looking to improve customer service and optimize case management.
One of the most useful features we employ is order tracking. We have connected our ecommerce platform with the CRM, enabling us to validate the status of customer purchases and access a complete list of orders from each channel. This has facilitated customer service, as we can provide accurate and up-to-date information in real-time.
Additionally, we utilize the EPC application, which is also integrated with our ecommerce platform. This integration provides us with real-time information about available stock, helping us manage our inventory better and avoid stockout situations.
Overall, Salesforce Service Cloud has been a key tool in optimizing our operations, enhancing customer satisfaction, and increasing our team's efficiency.
I highly recommend Salesforce Service Cloud to any organization looking to improve customer service and optimize case management.
What do you dislike about the product?
Learning Curve: The platform's vast array of features means that new users often face a steep learning curve. While training resources are available, the onboarding process can be time-consuming.
What problems is the product solving and how is that benefiting you?
Problem: Managing customer issues across different channels can be chaotic and inefficient.
Solution: Salesforce Service Cloud centralizes all customer interactions, allowing agents to track, manage, and resolve cases from a single platform.
Benefit: This streamlining leads to faster response times and improved customer satisfaction.
Solution: Salesforce Service Cloud centralizes all customer interactions, allowing agents to track, manage, and resolve cases from a single platform.
Benefit: This streamlining leads to faster response times and improved customer satisfaction.
SDM using Saleforce as a support desk
What do you like best about the product?
the UI is nice, our admin time has reduced and the reporting dashboards have some great capabilities
What do you dislike about the product?
our implementation was rubbish and that was via a partner. theres probably a lot more the tool can do but without a qualified consultant in house it makes it harder to gain these efficiencies
What problems is the product solving and how is that benefiting you?
our admin time has reduced freeing up time to focous on other tasks.
Great service product for small to large businesses
What do you like best about the product?
OmniChannel to handle many service channels, many no-code tools, solid documentation to implement features, improving interface including the console to drive productivity.
What do you dislike about the product?
You need a partner or expertiese to implement and extensive training for users to adapt. This is expected but still a consideration for any business to successfuly implement this product. For larger companies and complex processes, declerative tools fall short, so we rely on programatic solutions which are great. This wouldn't be a problem is majority of customers weren't sold the vision of no code.
What problems is the product solving and how is that benefiting you?
My customers benfit greatly from OmniChannel capabilities, especielly Service voice using Amazon connect. The IVR experience is highly customizable, allows to align to unique business processes and automate using OmniChannel flow.
sales force usage
What do you like best about the product?
it is good that you can check the history and review what are the thing that your agent done on the account. ease of use customer support
What do you dislike about the product?
none so far everything is good.Ease of Integration
What problems is the product solving and how is that benefiting you?
it is very useful and easy to use
The best solution for Omni-channel experience
What do you like best about the product?
Thanks to Salesforce Service Cloud, our customer had the opportunity to achieve incredible results, like reducing anwser times of Contact Center Agents (with the Amazon Connect integration available with Service Cloud Voice) and also improve agents efficiency between the support cases opened by customers both from email and voice calls.
After more than one year, the contact center reached almost 300000 calls from customers. Also, thanks to the 3 Salesforce release each year, there are plenty of new functionality to implement in the CRM and to achieve many more result in the Customer Support experience.
After more than one year, the contact center reached almost 300000 calls from customers. Also, thanks to the 3 Salesforce release each year, there are plenty of new functionality to implement in the CRM and to achieve many more result in the Customer Support experience.
What do you dislike about the product?
With Salesforce Service Cloud you could get in trouble if you try to integrate external Systems. You should always check with Salesforce Support if a particular System or Software is available to be integrated inside the CRM.
What problems is the product solving and how is that benefiting you?
First, Salesforce Sercive Cloud helped our customer to achieve an Omni-channel experience never seen before. All the necessary information is stored securely inside the CRM and that improved so much the agent efficiency.
Salesforce Service Cloud is the best in Case Management
What do you like best about the product?
The Service Setup Assistant provides admins a simple and efficient tool to setup a complete and powerful pre-built Service Cloud Solutions. The console provides agents a complete 360 degree view of the case, the customer information, helpful articles, and many more.
What do you dislike about the product?
I don't have anything I don't like about this product.
What problems is the product solving and how is that benefiting you?
Service Cloud provides mutiple secured channels to communicate with customers efficiently.
Implement out of box capabilities
What do you like best about the product?
Easy to enable capabilities that are applicable our business need.
What do you dislike about the product?
Service Cloud's complexity can hinder usability, requiring extensive training. Customization options may lead to higher costs and maintenance challenges, making it difficult for some users to navigate the interface effectively.
What problems is the product solving and how is that benefiting you?
Capabilities for service tech, admin, call center and other persona types
Game changer
What do you like best about the product?
The ability for us to quickly capture and record data from our customers and report back to our internal users and external communities.
What do you dislike about the product?
We have captured so much data that it would be great if they allowed more than 200GB of storage.
What problems is the product solving and how is that benefiting you?
The ability to share our internal data collected data with our external partners.
It help to reduce the operation time and increase the productivity of my team
What do you like best about the product?
By this my clients easily get the help within 24 hours we are able to serve our client in a better way and track the record of every task and request
What do you dislike about the product?
As of now I'm not facing any issue its all about how you are using the service cloud to full potential
What problems is the product solving and how is that benefiting you?
Its help to serve my customer request in a better way and I can align my reps on the write opprunity
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