Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Great for Universities
What do you like best about the product?
We use service cloud and it is instrumental in our student recruitment efforts
What do you dislike about the product?
Some odd customisation choices in the setup
What problems is the product solving and how is that benefiting you?
360 view of data
Recommendations to others considering the product:
Utilise your account executive
Roshan’s review
What do you like best about the product?
Great way to manage customer cases and transfer from team to team
What do you dislike about the product?
Merging cases limit, the amount of spam that can arise
What problems is the product solving and how is that benefiting you?
Case management which makes my job in support easier
Most robust self-service community I have used
What do you like best about the product?
Allowing my customers to create, update, and have visibility into their support cases and access knowledgebase articles save a lot of mutual frustration on back and forth. We still like to speak one-on-one but if we can get to third base on the conversation in the community it saves both sides a lot of time.
What do you dislike about the product?
It does take a lot to configure if you want to go beyond the basics. Also the pricing model requires good predicting of the number of users you will have using the system.
What problems is the product solving and how is that benefiting you?
Needed a way to create visibility between us and our customers on the status of cases. Also wanted an easy way for customers to initiate cases with us and provide supporting documentation.
Recommendations to others considering the product:
Be sure to document flows and requirements before starting to configure.
SF Customer Community can change how you do business
What do you like best about the product?
it provides valuable data to our customers, and reduces the need for them to reach out directly. its quick, easy and painless.
What do you dislike about the product?
setting it permissions was a pain in the butt, it didnt seem to work all the time, but i finally got it.
What problems is the product solving and how is that benefiting you?
ease of access to customers data. streamlined way to create cases. reduce reliance on emails back and forth with customers.
Excellent services
What do you like best about the product?
Great reports, friendly templates, easy access.
What do you dislike about the product?
Nothing. All functions are easy to use and to access.
What problems is the product solving and how is that benefiting you?
All the data area in one secure source.
Salesforce is Great!
What do you like best about the product?
Salesforce is easy to use. My team raves about the functionality of the cloud.
What do you dislike about the product?
There is nothing that I dislike about Salesforce.
What problems is the product solving and how is that benefiting you?
I do not have any problems with Salesforce Service Cloud. I think they have put together a great product that I highly recommend to everyone.
Service Cloud is one of the best out-of-the-box enterprise IT systems for customer service
What do you like best about the product?
It contains a lot of features out of the box with minimal development needed. Cases can come in from email, web, social media, etc. It integrates into CRM and other Salesforce products like Sales Cloud nicely.
What do you dislike about the product?
Lightning Service Console can be very slow on older computer models. Lightning Utility Bar cannot be utilized much without custom development. Users may need some training to get used to the Salesforce Console layout.
What problems is the product solving and how is that benefiting you?
We have digitalized and centralized our customer service process. Customers can contact our agents via our website or phone or email or several social media accounts and all details automatically flow into one location and get linked to the customer's existing contracts and past support cases, allowing our agents to provide service with full knowledge of the customer's history quickly.
Great platform to scale your operations
What do you like best about the product?
Case management from web, email and phone
What do you dislike about the product?
Complex service contracts and entitlement assignments
What problems is the product solving and how is that benefiting you?
Operations hanfling and reporting
Service Cloud doesn't disappoint
What do you like best about the product?
How the UI works. Users can see and access everything without having to jump from page to page. Everything is all on 1 screen.
What do you dislike about the product?
I really haven't found anything I dislike.
What problems is the product solving and how is that benefiting you?
We use Service Cloud for a knowledge base and help desk
Recommendations to others considering the product:
Do your homework first, understand what it can do and what you need it to do. Use a core team to build and test then release to a core team as well first.
Sales reimagined
What do you like best about the product?
The SaaS platform has integrated end to end sales process from pre-sell to post selling and customer support. It is seamless to get entire sales data from leads to converts to hit rate from one single view
What do you dislike about the product?
There is a bit of learning curve required to get familiar with the platform however it is not much. Once u see the benefits you get attracted to the tool and interface and would want to learn more
What problems is the product solving and how is that benefiting you?
We have integrated our full sales process across multi business and multi sites on the cloud platform. It helps in single version of truth around sales data and needs no manual spreadsheets to review data in MORs
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