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.
Salesforce customization
What do you like best about the product?
We have been using service cloud for over 7 years. Capabilities are continuously added. For customers unfamiliar with the ease of adjusting the configuration, it is very satisfying to make changes during a screen share call and implement suggestions immediately.
What do you dislike about the product?
Some of the license options require a careful review of the cost vs. limitations.
What problems is the product solving and how is that benefiting you?
Government and industry collaboration in a secure environment.
We are very happy to have Service cloud in our crm
What do you like best about the product?
Simplicity of workflow , email to case, and template email
What do you dislike about the product?
At the moment I don't have any problem with it
What problems is the product solving and how is that benefiting you?
Facilitate the integration between community and Crm
Loved using since 2010
What do you like best about the product?
This is the most useful part of the whole Salesforce platform
What do you dislike about the product?
It should be rebranded as an integral platform requirement
What problems is the product solving and how is that benefiting you?
Customer 360 view
Smart skill-based service
What do you like best about the product?
Omnichannel is a game changer and helps us serve our customers faster and leverages each team member's skill set
What do you dislike about the product?
We use Fonteva, built on top of Salesforce, so we have to pay for salesforce sales/service licenses l. As a non for profit, we can't afford to give service licenses to our whole team
What problems is the product solving and how is that benefiting you?
Customers no longer get rerouted across departments to have thier questions answered
Works well for our needs, but we need to utilize more
What do you like best about the product?
Global Search. In our old system, we were not able to search. You had to know where the Object lived within the build in order to see anything in it. Many of our end users would like for it to do more, but they don't fully understand how to use the system.
What do you dislike about the product?
Sometimes it can be unclear what all of the settings are that we need to enable in order to turn on some functionality.
What problems is the product solving and how is that benefiting you?
The reporting capabilities that we have are a huge improvement on our previous system. We are able to capture better information, but we need to ensure our data is clean.
Higher Ed
What do you like best about the product?
I like the customer 360 view while supporting customers.
What do you dislike about the product?
Not necessarily a dislike but there is a lot to learn to know the full capacity.
What problems is the product solving and how is that benefiting you?
Better customer support
Great product!
What do you like best about the product?
Makes out customer service better, and our business as well
What do you dislike about the product?
Nothing at all, service cloud is fantastic
What problems is the product solving and how is that benefiting you?
Helping us track all cases and knowledge
The Right Fit
What do you like best about the product?
The seemless customer and technician tracking w/status of products.
What do you dislike about the product?
I have not found any issues when using the product.
What problems is the product solving and how is that benefiting you?
Accurate and effective tracking of products and technicians.
You can stop your search here…
What do you like best about the product?
Salesforce service cloud is a set it and forget it option because it offers so many amazing upgrades and keeps up,and even ahead of, all other technology and offersunified experience for your service teams and all of your channels.
What do you dislike about the product?
No real downsides other than implementation and cost, which could be a factor for some, however, it is very much worth it in the long run to have a system as robust as this.
What problems is the product solving and how is that benefiting you?
Omni channel Communication and case deflection.
Salesforce Service Cloud helped me improve my Contact Center Operations!
What do you like best about the product?
The ability to integrate all of my data in one system has been delightful. Previously, staff were accessing several distinct systems to find everything they need to do their jobs. Now, it's (almost) all in Salesforce and accessible with a few clicks of a button.
What do you dislike about the product?
Having all of our data in one system is really only scary in the event Salesforce isn't available when it's needed. Luckily, we have only had one instance of that (but it really showed that we have moved all the important information into Salesforce!)
What problems is the product solving and how is that benefiting you?
Having Omni-Channel and Omni-Supervisor routing all of the work and allowing my managers to keep track of who is doing what on a daily basis has really streamlined our operations. It allows us to pivot when we see a channel getting backed up and it helps us identify gaps in process quickly through reporting.
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