Agentforce Service
Salesforce, Inc.External reviews
7,084 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient, Easy to Use, and Highly Recommended
What do you like best about the product?
I appreciate how easy Salesforce Service Cloud is to configure and use. Its 360-degree customer view and the utility bar with integrated chat and call center features vastly improve customer service. The console app is another great feature, keeping everything accessible on one page. The automation and routing capabilities efficiently address high-priority cases quickly, ensuring customer satisfaction.
What do you dislike about the product?
Not much. It’s been from long time and it’s mature now
What problems is the product solving and how is that benefiting you?
The product simplifies case resolution with easy configuration and automation, offering a 360-degree view for efficiency. It resolves cases quickly, enhancing customer satisfaction.
Great Customer Insights, but Challenging User Adoption
What do you like best about the product?
I love the 360 view of the customer. It helps us bring the right service at the right time.
What do you dislike about the product?
We have a hard time with user adoption. The users are stuck in their ways
What problems is the product solving and how is that benefiting you?
Service cloud gives the sales rep full viability into recent service conversations helping the be educated before walking into a meeting
Great Case Management for Customer Service, Needs Better Tab Overview
What do you like best about the product?
Case management is the best to display our business processes related to customer services.
What do you dislike about the product?
Nothing to dislike, maybe only having a smarter overview about open tabs.
What problems is the product solving and how is that benefiting you?
Reflecting our customer services processes via case management.
Great Case Management, But Lacks Rep Interactivity and AI Insights
What do you like best about the product?
Case management, case assignment, case routing
What do you dislike about the product?
Needs to be more rep interactive like AI insights
What problems is the product solving and how is that benefiting you?
AI capabilities
Excellent Usability and CRM Integration
What do you like best about the product?
Great usability, connected to crm sales and marketing
What do you dislike about the product?
We have no Einstein available for all licenses
What problems is the product solving and how is that benefiting you?
Maintainence and customers claims
A Comprehensive Solution for Global Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud supports our learners globally by allowing issues to be managed efficiently through the case management solution. The setup was straightforward, reinforcing Salesforce’s reputation for ease of use. It offers a comprehensive package with all necessary features, making it invaluable.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to efficiently manage global learner support requests at Coursera, allowing smooth case management and agent collaboration.
Powerful and Customizable, but Requires Careful Management
What do you like best about the product?
It’s so robust and customizable to our orgs needs.
What do you dislike about the product?
If we are not very careful it can get away from us.
What problems is the product solving and how is that benefiting you?
Agents and internals
Easy Navigation Makes It Stand Out
What do you like best about the product?
Easy to navigate to functions and jump between tabs
What do you dislike about the product?
I don’t really have any feedback regarding this topic
What problems is the product solving and how is that benefiting you?
It does all our ticket management triaging
Sales Enablement Director
What do you like best about the product?
ease of use and functionality; support services
What do you dislike about the product?
it supports classic; think it should be sunset
What problems is the product solving and how is that benefiting you?
workflow, tracking
Great Single-Screen Experience, but Setup Can Be Complex
What do you like best about the product?
I love the ability to use service cloud voice in a single screen over the rest of salesforce.
What do you dislike about the product?
It needs quite a bit of configuration to get it how we think we need it.
What problems is the product solving and how is that benefiting you?
A telephony solution that works with the whole ecosystem.
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