Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Game Changer for Service Organizations
What do you like best about the product?
Service Cloud has revolutionized how we interact with and support our customers. We've unified CRMs over the past few years to one Service Cloud instance. We've leveraged live chat, Salesforce Knowledge, and launched Experience Cloud. Now our customers and our service agents get the information they need, exactly when they need it.
What do you dislike about the product?
I wish we had more SF admins in our company to implement all the great features of Service Cloud we want to implement.
What problems is the product solving and how is that benefiting you?
Getting the data to our agents and customers exactly when they need it. Agents get real time answers and contribute to knowledge which increases productivity.
Proud to support public sector client Salesforce Service Cloud
What do you like best about the product?
Service cloud console brings everything you need to a single screen at the fingertips of the user make it easier to support their clients.
What do you dislike about the product?
It isn't growing fast enough. I mean service cloud is growing at lightning speed. But, I'm always looking for ways to develop applications better and faster for our public sector clients. More and more automations and now AI is picking up speed. We are reviewing road maps of so many exciting future functionality. I'm excited and want it now! Who wouldn't?! The smiles on my clients' faces caused by this amazing technology solving their problems is why I love my job!
What problems is the product solving and how is that benefiting you?
It provides a base template for us to build a console based custom application for our public sector applications and a platform for The support Teams of these applications.
Amazing product
What do you like best about the product?
The product has a great feature set
The automation and integration capabilities help enhance support service levels
Helped us to improve customer satisfaction
Better CRM apps than competitors
The automation and integration capabilities help enhance support service levels
Helped us to improve customer satisfaction
Better CRM apps than competitors
What do you dislike about the product?
Expensive product, cost of licenses continues to rise
Heavy configuration required
A bit of a learning curve to understanding the Salesfoce ecosystem as a whole
Heavy configuration required
A bit of a learning curve to understanding the Salesfoce ecosystem as a whole
What problems is the product solving and how is that benefiting you?
It helps us speed up the resolution of customer support cases, even when working remotely, by giving your agents access to all the activity, answers, and information they need through Service Cloud.
Also, the “Omni-Channel Presence and Routing” feature allows businesses to route work efficiently based on priorities rather than relying on agents to select work from queues manually.
Also, the “Omni-Channel Presence and Routing” feature allows businesses to route work efficiently based on priorities rather than relying on agents to select work from queues manually.
Good with some customizability
What do you like best about the product?
Great tracking of information, easy to track case statuses and split up different case types.
What do you dislike about the product?
Case interactions with chatter does not work well. Controlling chatter case email notifications and our experience site.
What problems is the product solving and how is that benefiting you?
Live chat used to replace phone support and cuts down a lot of unnecessary calls.
Service Cloud
What do you like best about the product?
The service cloud allows users to maximize their time to help customers
What do you dislike about the product?
Managing the servixe cloud as a solo admin can be challenging at times
What problems is the product solving and how is that benefiting you?
We are able to manage our clients in a more efficient way
12 Fabulous years on Salesforce
What do you like best about the product?
Knowledge, Customer Data and Service data all imbedded in the same service solution is a GAME CHANGER. I've managed teams using dispersed systems in the past and am so grateful to be able to use a unified system for Service all within Salesforce.
What do you dislike about the product?
Companies underestimate the ROI on using Salesforce and investing the proper resources into the system. Putting the proper resources behind Salesforce will be revenue generated.
What problems is the product solving and how is that benefiting you?
The knowledge base imbedding alongside the chat and case documentation is a game change. Reporting on Knowledge is imperative to help improve our products. The knowledge product is the key.
It's a DREAM!
What do you like best about the product?
Salesforce Service Cloud is a game-changer for customer support. Its intuitive interface, robust features, and seamless integration make it a top choice. It streamlines communication, boosts efficiency, and elevates customer satisfaction. A must-have for any business committed to delivering exceptional service.
What do you dislike about the product?
Some users need more training than others, but that's not the platform's fault.
What problems is the product solving and how is that benefiting you?
It gives all users a 360 view of our prospects and current customers.
Consistent and powerful
What do you like best about the product?
We love cases. It helps our teams keep on top of everything and work as a team in a smooth process.
What do you dislike about the product?
Lots of clicks but understandable given all the info and analytics.
What problems is the product solving and how is that benefiting you?
Keeping track of issues with clients as well as just normal processes for our workflows
AI Powered Service Cloud is Better Than Ever!
What do you like best about the product?
Salesforce Service Cloud is an all-in-one customer service platform that allows you to to provide personalized customer service and enhance agent productivity even more so with artificial intelligence with is the latest craze. The platform easiliy integrates with contact center technologies, provides self-serve capabilities and allows you to track and serve your customers in the their preferred channel. Building on the Salesforce platform is easy and highly customizable so you can get up and running with low to no code very quickly so you delight your customers in a whole new way!
What do you dislike about the product?
Nothing, just keep enhancing and upgrading the product and we will keep on loving it!
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving customer services challenges in an amazing way. We recommend Service Cloud because it facilitates the transformation of of the customer experience that drives positive growth, high NPS and CSAT scores, and return business.
Service intelligence
What do you like best about the product?
Combining the data from account, contacts and case resolution in one place is an excellent product. Then using that data to close cases in multiple different formats is even better
What do you dislike about the product?
There could be improved ways to clean up data within the system as there are duplicates. Also it would be good to partition a single org so that we can set up configuration easier for different use cases.
What problems is the product solving and how is that benefiting you?
It is allowing us to capture and resolve cases via emails and other formats such as whatsapp, sms and live chat digital platforms. This allows customers to reach out to us and for us to solve their problems in one place.
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