Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Ecu service cloud review
What do you like best about the product?
All customer data is in there accessible to all users in our organisation.
What do you dislike about the product?
That you can't change categories for one team without changing it for all
What problems is the product solving and how is that benefiting you?
Manage customer interactions through all channels (besides voice)
E2E solution at its best
What do you like best about the product?
Ability to serve customers effectively and efficiently.
What do you dislike about the product?
Lincensing costs impact internal politics
What problems is the product solving and how is that benefiting you?
Case management solutioning
Extremely strong call center and CRM applications
What do you like best about the product?
Cross platform applications
360 degree view of the customer.
Salesforce provides companies a great platform for case management and call center functionality including multi channel case management
360 degree view of the customer.
Salesforce provides companies a great platform for case management and call center functionality including multi channel case management
What do you dislike about the product?
Very little is wrong with it. While there's still some lacking functionally in telephony they make up for it with integrations and connectors.
Some more dynamic layouts would help
Some more dynamic layouts would help
What problems is the product solving and how is that benefiting you?
It's our enterprise service cloud and call center software. We use it for multiple uses including multi channel case management, customer relations and more.
Service Cloud Improved Employee Experience
What do you like best about the product?
Service cloud has improved our employee experience allowing them to quickly get info to solve cases and support customers faster and more efficiently.
What do you dislike about the product?
I would like to see future improvements for Salesforce knowledge
What problems is the product solving and how is that benefiting you?
Ability to see a customer's holistic view. Analysts can quickly see the customer's story and know what else has gone on. This allows cases to be solved faster improving customer satisfaction.
Service Cloud has helped us alot
What do you like best about the product?
Service cloud has allowed us to better understand our clients needs
What do you dislike about the product?
Nothing! We love service cloud! Very useful
What problems is the product solving and how is that benefiting you?
Service cloud allows us to understand our clients
Cases are a great way to organize our deliverables!
What do you like best about the product?
So easy to organize our workload with Salesforce native objects.
What do you dislike about the product?
None that I have found. As an Admin I have been able to configure the solutions I need.
What problems is the product solving and how is that benefiting you?
It helps me stay on top of frequently needed solutions.
Great management tool!
What do you like best about the product?
The ability to have a holistic view of each customer and gain insights on their actions as well as our actions. It is nice to be able to build reports on this data and understand it better
What do you dislike about the product?
We are still in the implementation phase so not all of our data is clean. We would like to see what more we can do with this platform in the coming months
What problems is the product solving and how is that benefiting you?
A better way to manage our clients by personalizing it to our needs!
Service Cloud
What do you like best about the product?
Service Cloud enables omnichannel customer service from one unified platform. Comprehensive case management, knowledge base, and collaboration empower agents to efficiently resolve issues.
Powerful automation and productivity features streamline workflows and accelerate response times. Detailed analytics provide insights into performance.
The solution is highly flexible to tailor to unique support processes. Tight integrations with CRM data and other systems give agents the full customer context.
With Service Cloud, service teams can deliver consistent, personalized service across channels while optimizing agent productivity and customer satisfaction.
Powerful automation and productivity features streamline workflows and accelerate response times. Detailed analytics provide insights into performance.
The solution is highly flexible to tailor to unique support processes. Tight integrations with CRM data and other systems give agents the full customer context.
With Service Cloud, service teams can deliver consistent, personalized service across channels while optimizing agent productivity and customer satisfaction.
What do you dislike about the product?
Service Cloud can be expensive with a complex pricing model. The solution also has a steep learning curve given the deep functionality.
Lack of built-in telephony and limitations in case management capabilities result in gaps or need for customizations. Performance issues can cause slow response times as data volumes grow.
Heavy reliance on third-party AppExchange apps for full functionality leads to additional costs. Integration with non-Salesforce systems can also be challenging.
Other downsides include restrictive customization around core objects, limited report customization, and a desktop-focused UI not optimized for modern channels.
Lack of built-in telephony and limitations in case management capabilities result in gaps or need for customizations. Performance issues can cause slow response times as data volumes grow.
Heavy reliance on third-party AppExchange apps for full functionality leads to additional costs. Integration with non-Salesforce systems can also be challenging.
Other downsides include restrictive customization around core objects, limited report customization, and a desktop-focused UI not optimized for modern channels.
What problems is the product solving and how is that benefiting you?
Service Cloud unifies customer service on one platform, eliminating disjointed tools and data silos. This gives me a complete view of customers across interactions. Automation and productivity features reduce repetitive tasks so agents can focus on complex issues.
Omnichannel support, communities, and mobile enable personalized, convenient experiences across channels. Advanced analytics provide transparency into operational performance, helping me optimize processes.
Tight integration with billing, inventory and other systems gives agents the full context to resolve issues faster. Overall, Service Cloud benefits me by connecting customer data, automating workflows and empowering agents for efficient, satisfying customer experiences.
Omnichannel support, communities, and mobile enable personalized, convenient experiences across channels. Advanced analytics provide transparency into operational performance, helping me optimize processes.
Tight integration with billing, inventory and other systems gives agents the full context to resolve issues faster. Overall, Service Cloud benefits me by connecting customer data, automating workflows and empowering agents for efficient, satisfying customer experiences.
Good service platform.
What do you like best about the product?
The most helpful option I can think of is how many changes can happen and how customizable the platform is.
What do you dislike about the product?
Some data use is limited or not able to be stored, thus a secondary platform is needed to capture all cases.
What problems is the product solving and how is that benefiting you?
Most cases and be stored and sorted easily for each client and helps being able to research quickly.
Awesome Tool!!!
What do you like best about the product?
Omi Chanel is by far the best thing about service cloud to me.
What do you dislike about the product?
I haven't found anything that I don't like. It works great for me thus far
What problems is the product solving and how is that benefiting you?
Helps us with answering customer complaints
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