Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Salesforce Service Cloud
What do you like best about the product?
Everything you need to get started with end to end Customer Service/Support is available and when paired with Experience Cloud you'll be able to supply a full customer experience to your clients/customers.
What do you dislike about the product?
Currently, if you want to stay on platform and utilize a knowledge base you'll need to relate with the Knowledge Article object and this object feels a bit left behind and could use some updating; working with versions and attachment to cases is somewhat unintuitive.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our organization to track SLAs, engage in meaningful channels directly with our clients and provides insights into resolution metrics as we drive toward a more streamlined and easy experience for our customers.
A must need tool for Customer service
What do you like best about the product?
A holistic view of customer 360 bringing all interactions and service requests together to make customer interactions personalized . Now that Salesforce is bringing industry view , it makes it easier to deploy with more out of box features
What do you dislike about the product?
None.. The increased out of box capability specific to industry brings lot more out of box features while otherwise it was customized so far . Heavy customization was the problem which is now getting resolved through industry specific solutions
What problems is the product solving and how is that benefiting you?
Enables customer service agent to give personalized recommendations when a customer calls . Tailored activity brings in improved customer experience and better loyalty
Amazing!
What do you like best about the product?
Service cloud is extremely user friendly. You can enhance the system to you or your companies needs. I would recommend Service Cloud to any business unit looking for an upgraded and amazing system!
What do you dislike about the product?
I don't believe there is much I don't like about Service Cloud. Our company has enhanced the system so much that it works exactly how we want the system to work!
What problems is the product solving and how is that benefiting you?
Service cloud is solving getting the customer their information quick and providing precise solutions. The individual enhancements makes the experience very tailored.
Great product
What do you like best about the product?
We are able to manage customers through multiple communication channels.
What do you dislike about the product?
Every platform has its limitations. If you have a good administrator you can navigate them better
What problems is the product solving and how is that benefiting you?
We are able to better support our customers and report on the business
Any channel is a Service Cloud channel
What do you like best about the product?
The best thing about service cloud is that it has every channel that any customer wants to reach out to for a health on a on a case or product. Whether that's email or that's messaging of any platform service cloud can handle it
What do you dislike about the product?
What I dislike about service cloud the most is there's too many features. It's so hard to prioritize which one is next?
What problems is the product solving and how is that benefiting you?
Salesforce allows us to handle support cases in the fastest most reliable way possible to make sure our customers are satisfied and want to keep using our products and services over again because of their experience
Love our case management
What do you like best about the product?
Email to case and web to case have been the best solution for keeping our customers happy
What do you dislike about the product?
To many ways to do one thing. It get very confusing if you're not careful!
What problems is the product solving and how is that benefiting you?
Keeping our members updated in a timely manner
The standard for customer service
What do you like best about the product?
Ability to work with other internal teams on a scaleable solution.
Easy to customize
Easy to customize
What do you dislike about the product?
Only thing I find challenge is case comments are a little weak. 3 ways to communicate but all have some gaps
What problems is the product solving and how is that benefiting you?
It is helping us move away from e-mail based customer support and allowing us to utilize a knowledge center apporach to scale our service teams
Service possibilties
What do you like best about the product?
Flexibility and engage with customers service process
What do you dislike about the product?
Need to buy user when use case portal! Many others solutions don't charge
What problems is the product solving and how is that benefiting you?
Help us and our customers to resolve and organized cases and colaborate with team and powered the customer 360
Salesforce Service delivers
What do you like best about the product?
The ability to empower users to have all the details they need at their fingertips to resolve issues and support clients. And the ability to review and learn from trends.
What do you dislike about the product?
Without sufficient training, users struggle with maximizing their work. Would live more ways to support real time training and suggestions for improvements so admins can continually solve issues.
What problems is the product solving and how is that benefiting you?
A unified way to collect, take action, resolve and improve. Used for both internal staff and external clients. Provides good data on trends and streamline case management
Great tool for Support Agents to track and solve customer cases
What do you like best about the product?
It a great tool. One stop for agent to review custome case. Knowledge panel recommends best article to resolve case. Analyst can communicate with customer through email/chatter etc. In build milestones for SLA process.
What do you dislike about the product?
One caveat is unable to filter knowledge articles by Data categories in easy way. More improvements needed. Also Email to Case issues when having longer email threads causes new Cases to create.
What problems is the product solving and how is that benefiting you?
Resolve customer cases with knowledge management. Communication channels through email and chatter to keep customer engaged resulting best customer satisfaction surveys.
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