Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Service is the go to solution for help support
What do you like best about the product?
I like service cloud offers ready tools for support agencies, from having case availbe, to support process , case entitlements and milestones. I like that its offers the flexibility to reach to customers on different channels.
What do you dislike about the product?
For all the flexibility that service cloud offers, I dont like that I have to learn 4 diffent automation tools. From learing wokflows, flow builder, process builder and macros.
What problems is the product solving and how is that benefiting you?
We are a small firm and we support more than 1000 customer and received 500 inquiries on different channesl from Web, Social media, to phone calls, We implmenet experience cloud to reduce the phone calls we received.
Expansion
What do you like best about the product?
Provides 3x a year releases that enhance the product. Lots of additional product add ons that can expand the use.
What do you dislike about the product?
Need more items that can be available to others besides system admins.
What problems is the product solving and how is that benefiting you?
Customer case management and view into historical interactions allows us to provide hospitality and service Customers better
Excellent
What do you like best about the product?
Customer service and digital engagement and other
What do you dislike about the product?
Nothing, it is a good product in salesforce suite
What problems is the product solving and how is that benefiting you?
Customer service
Easily Support Customers
What do you like best about the product?
We love how easy it has been to setup a global Customer Support team for our customers by providing self-service opportunities through Einstein Bots and a public knowledgebase, as well as making it easy for our Customer Support to manage more difficult problems through Case management.
What do you dislike about the product?
To be honest, I cannot think of many aspects of Service Cloud that I dislike. The only thing I can think of is the overall management of Experience Cloud sites and how it can be a bit clunky to navigate and modify/update the site using the builder.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud allows us to support our customers quickly, and offers ways for them to self-serve their issues without the need to interact with an agent if the problem does not require that level of support.
Continual improvements
What do you like best about the product?
Built into Salesforce platform, Service Cloud gives us the functionality we need to support our customers.
What do you dislike about the product?
Bland out of the box experience. Requires customization
What problems is the product solving and how is that benefiting you?
Client satisfaction
Service made easy
What do you like best about the product?
Empowering our users for self-service is straightforward and extensible using the service cloud platform. Despite other vendors presence in the market, Service Cloud remains distinguished.
What do you dislike about the product?
Any salesforce platform tool has very rigorous guardrails and service cloud is no exception. More declarative and low-code customizations would always be desirable.
What problems is the product solving and how is that benefiting you?
Service cloud is our full contact center solution from first contact through escalated cases and product management. We are constantly iterating on our processes and service cloud is at the middle.
Great suite of products
What do you like best about the product?
Ability to build out a suite of service functionality including chat, experiences, processes, and more to fully accommodate customer needs.
What do you dislike about the product?
Cost to buy add on features and limitations in new functionalities.
What problems is the product solving and how is that benefiting you?
Agent interactions with customers are productive and easy for the agent to navigate.
Adjust to your needs and on the go.
What do you like best about the product?
I Can build and improve it based on requirements from the business. It offers enough flexibility for me to deliver significant product improvements within a short timeframe, ensuring benefits materialise in a short period of time
What do you dislike about the product?
I would like to be able to customise with less dependency on developers and instead with more decelarative work.
What problems is the product solving and how is that benefiting you?
It allows us to have an up to date, state of the art CRM without heavy development investment on custom developed tools.
Rich feature set
What do you like best about the product?
Great out of the box features with powerful UI
What do you dislike about the product?
Can have better dashboards and reports and oob integration with ivr
What problems is the product solving and how is that benefiting you?
Great oob crm
Great platform for business needs
What do you like best about the product?
Salesforce Service cloud helps me manage all my contacts, cases, and accounts in one place.
What do you dislike about the product?
I haven't found anything I don't like about it.
What problems is the product solving and how is that benefiting you?
Case management and enhanced call center
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