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.
The Salesforce Service Cloud is a great solution for service support.
What do you like best about the product?
Lots of functionalities are included out of the box that gives you a great start to problems solution.
What do you dislike about the product?
It would be a good idea to include the Service Cloud Voice or Lightning Dialer with the package for the Enterprise Edition.
What problems is the product solving and how is that benefiting you?
We are using Service Cloud for Case management and customer support, as well as, in conjunction with the CPQ, for upsale purposes.
Fantastic service product
What do you like best about the product?
Ease of use for employees. Ease of customization for developers.
What do you dislike about the product?
It is a pricey platform but like everything, you get what you pay for.
What problems is the product solving and how is that benefiting you?
Efficient interaction management with our customers and driving relevant information to our agents.
I love service cloud
What do you like best about the product?
I love service cloud, is very completed cloud, yours capabilities omni channel, digital engagement, knowledge are amazing. The best contact center with service cloud
What do you dislike about the product?
Are much type the license, is very complex understand capabilities the licensed for service cloud, I need more capabilities with Instagram, tik tok, Google and other rrss
What problems is the product solving and how is that benefiting you?
With service cloud we solving use case the omni channel, automation, assignment and monitoring the agents minute a minute for best quality an responses a our customers
Amazing product
What do you like best about the product?
The ability to integrate different channels through Digital Engagement, so the customer can receive the correct message through the correct channel at the right time.
What do you dislike about the product?
To get the best new options, it is necessary to buy many different products, and sometimes that can be a challenge for a startup company that is struggling with cash flow.
What problems is the product solving and how is that benefiting you?
All our customers' needs and requirements are addressed using the service cloud. We have implemented web-to-case and WhatsApp channels for our customers. We are better organized and have increased service agents' productivity.
Service Review
What do you like best about the product?
The service cloud has enabled my support team to support our end users more efficiently and holistically. Worry service cloud we have the ability to visualize and manage our workflow well
What do you dislike about the product?
It would be helpful to have more customization if these tools available to better suit unique support process based on Salesforce and other connected apps and managed packages such as nCino
What problems is the product solving and how is that benefiting you?
It allows us to connect and support our users through an on platform solution where historically we leveraged several manual tools that made aggregating data to create efficiencies difficult
Salesforce Service cloud is core of the call center to serve the customer
What do you like best about the product?
Salesforce service cloud covers omni channel support which increases customers satisfaction. Also service copilot added lot of values to increase agent productivity.
What do you dislike about the product?
Training time for my call center people.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is used to serve the customers. We use Omni channel to serve the customers better and faster. It helps to increase customer satisfaction.
Love service cloud for case management
What do you like best about the product?
Omni channel routing has helped so much with agent handle time
What do you dislike about the product?
Sometimes not as intuitive as I would like
What problems is the product solving and how is that benefiting you?
Manual routing and better solution if
Head of Digital
What do you like best about the product?
Great opportunity for Administrators to add automation. Out of the box functionality adds immediate business value and continuous improvement by Salesforce is mind blowing.
What do you dislike about the product?
Licensing can be complex to understand. It should be simplified
What problems is the product solving and how is that benefiting you?
Customer 360 enablement. Case management.
Improving system uptime by almost 90% and allowing for faster sprints
What do you like best about the product?
The one thing thats close to my heart in Service Cloud is Omnichannel Routing based on user skill sets. This allows in avoiding cherry picking of cases where the cases are technical in nature
What do you dislike about the product?
Service Cloud UI needs a change and its is not as aesthetic as the JS based UI frameworks. It seems a little dated and there is not many out of box features allowing UI customization
What problems is the product solving and how is that benefiting you?
It is helping us handle case volumes amounting to almost in the order of 90K plus without any hiccups. Migrating very recently from a homegrown CRM backed by Salesforce to a full blown Salesforce solution, the uptime has gone up and improvements release cycle time has reduced drastically
Excited with the Service Cloud
What do you like best about the product?
Ability to customize our needs easily and provide right metrics to measure our part to success
What do you dislike about the product?
The way knowledge articles section are rendered. Hope that improves with Service GPT
What problems is the product solving and how is that benefiting you?
Ability to capture all key info necesary for the agents to act swiftly
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