Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Service Cloud
What do you like best about the product?
The ease of use and collaboration with Sales Cloud. The way Customer 360 is evolving
What do you dislike about the product?
Reports and Dashboards could be better..
What problems is the product solving and how is that benefiting you?
Helps our employees with Knowledge, Case Mangement. Customers with self service. Agents with Omnichannel
Essential tool
What do you like best about the product?
Extremely helpful for our CS team. Increases understanding of the commercial business
What do you dislike about the product?
Sometimes it can be overwhelming
Refresher training is essential
Refresher training is essential
What problems is the product solving and how is that benefiting you?
Management of all cases including root cause, investigation and follow up. compliance with audits
Product Owner of two large implementations of service cloud
What do you like best about the product?
Ease of email to case, phone and chat integrations. Einstein for Service cloud is super helpful for agents responding to customer queries in real time
What do you dislike about the product?
Takes higher learning curve for agents to work swiftly and know how to handle cases unless fully trained. Omni channel not flexible enough to support different set of agents working on different Case record types
What problems is the product solving and how is that benefiting you?
Automated routing, case Entitlement, chats and email to case auto response in individual customer local languages
Service Cloud Rocks
What do you like best about the product?
As is the case (get it?) with everything Salesforce, service Cloud has it all. My favorite thing is that you can view everything you need in one view - from the account, to the cases, to the customer's history, to knowledge articles.
What do you dislike about the product?
That my company doesn't utilize it. We use cases, but not at all as intended.
What problems is the product solving and how is that benefiting you?
Solves needing one wholistic view into the customer journey. It's beneficial by being more knowledgeable and helping the customer feel like we have a 1:1 relationship.
Can't beat it when paired with Salesforce Sales Cloud
What do you like best about the product?
Provides customer information across Sales and Service.
What do you dislike about the product?
With great power comes great responsibility.
This is an enterprise capable platform that requires some expertise to get the implementation working well.
This is an enterprise capable platform that requires some expertise to get the implementation working well.
What problems is the product solving and how is that benefiting you?
Seemless integration with Sales/CRM
Super versatile tool!
What do you like best about the product?
I love the variety of pre configured processes, it guides smaller clients to build their processes based on well researched knowledge salesforce has!
What do you dislike about the product?
It's sometimes too complex for smaller clients
What problems is the product solving and how is that benefiting you?
Fast customer response, routing, and knowledge base.
Service Cloud is the best
What do you like best about the product?
The features are no 1. We have been using Service for over 10 years and our crs love it
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What do you dislike about the product?
It needs to get some new features. A lot of focus has been on Sales
What problems is the product solving and how is that benefiting you?
Helping our customers answer their quieres and helping them understand our product
Perfect solution for scale
What do you like best about the product?
I like how it allows both our sales and service teams work in one place.
What do you dislike about the product?
It takes some time to set up and surveys need work.
What problems is the product solving and how is that benefiting you?
Service cloud allows our CS to communicate quickly to our sales and marketing team because they are all working on the same platform
Used for 10 years, indispensable!
What do you like best about the product?
We are able to empower our service agents to handle 30% more cases, lowering overhead and enhancing our customer experience.
What do you dislike about the product?
It can be expensive, and sometimes we are paying for some features we don't really use.
What problems is the product solving and how is that benefiting you?
Service cloud lets use respond to cases faster than we ever could without it.
Service Cloud is the best service software out there
What do you like best about the product?
Service Cloud is the best software for your service planning, with it's map features, you can save so much time in your work routes, and have an integration with Sales, so you can create new opportunities easily!
What do you dislike about the product?
Unfortunately, service Cloud doesn't have a metadata definition ao good as sales Cloud, but that's not a problem, since most integrations happen with Sales Cloud.
What problems is the product solving and how is that benefiting you?
I can have a full contact center with integration from maps and sales, so I can solve many of my clients problems while I create a new opportunity even if I'm out of office, even I'm my work route!
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