Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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Service Cloud for the win!
What do you like best about the product?
Having the ability to have all our diffrent contact points (email, chat, messaging, phone ) all roll up into one intuitive interface where they can be auto distributed to our customer care agents has made our case handeling time drop to an all time new service level for our customer.
Our premier support was able to assist us with some omni channle configuaration issues. Our agents love the new interface compared to the old excel sheets.
Our premier support was able to assist us with some omni channle configuaration issues. Our agents love the new interface compared to the old excel sheets.
What do you dislike about the product?
Some automations were a bit complex to setup with has we have external data dependancies but once setup with the custom interface it was easy to use.
What problems is the product solving and how is that benefiting you?
Our busniess was struggling with keeping our clients informed during the case life cycle as well as manage multiple entry points to support our clients. We also had requirments for better reporting and AHT analysis.
Perfect for Asset Management
What do you like best about the product?
It is the perfect cloud for asset management and incident handling. We use it to track and control the useful life of assets, repairs, etc. The best thing about it is that many of the functionalities are already included. In addition, each release brings new changes and new features, such as attributes. In the 3 years I have been using it, it has improved a lot.
What do you dislike about the product?
Maybe system restrictions that are absurd and sometimes you have to bypass them with tricks or custom elements.
What problems is the product solving and how is that benefiting you?
Management of asset characteristics.
Best Experience with Service Cloud
What do you like best about the product?
Service cloud help you and your company in a lot of aspect.
What do you dislike about the product?
There isn't aspect of dislike in Service cloud
What problems is the product solving and how is that benefiting you?
the out-of-box integration and one point of managing of business
The best system for business service solutions
What do you like best about the product?
The most useful aspect is the ease of integration or adaptation of the service desk, which is the best solution for companies that currently have one. For those that don't, the implementation and adoption for their customer support is quite simple. The number of functions that Service has makes it practically usable in any industry.
What do you dislike about the product?
There is no disadvantage, the only thing is that the Milestones could be improved to have a slightly more aesthetic interface for that component.
What problems is the product solving and how is that benefiting you?
What helps me resolve on a large scale are the response times with Milestones, as that automation is quite functional for any client who has standardized times.
Admin
What do you like best about the product?
Case routing, esclations, service channels. email to case
What do you dislike about the product?
At this time there are no downsides other than service disruption at time.
What problems is the product solving and how is that benefiting you?
360 view in one platfrom
Best For Use
What do you like best about the product?
Einstein and Direct Integration with Other Platforms
What do you dislike about the product?
Email to Case can be improved for various bussiness use cases
What problems is the product solving and how is that benefiting you?
Automation and easy to use
We love service Cloud!
What do you like best about the product?
Cases and case management - The service console is a huge hit with our teams
What do you dislike about the product?
I have some complaints on wanting to be able to see the section headers better - if we could customize the color or font, that would be huge for some of our users.
What problems is the product solving and how is that benefiting you?
it gives us a cohiesive look at everythign that is going on with a single customer.
Flexible and scalable solutions that customers can manage themselves
What do you like best about the product?
The ease of setup and delivery of capabilities to customer support people is fantastic. Being able to integrate with other tools to prevent swivel chair integrations makes the support experience streamlined to improve both the user and customer experience.
What do you dislike about the product?
With new AI capabilities, I fail to find something to complain about.
What problems is the product solving and how is that benefiting you?
Being able to scale a support team and keep them happy with the evolving set of tools while keeping customers very happy.
Streamlining workflows
What do you like best about the product?
Service Cloud is really assisting my team members with faster turn around time and not they are "not dropping" balls due to the functionality and assistance from Service Cloud
What do you dislike about the product?
I have not yet came across something that I dislike.
What problems is the product solving and how is that benefiting you?
Faster turn around time
Accurate assistance towards clients
360 degree view of problems and solutions
Accurate assistance towards clients
360 degree view of problems and solutions
Easily my favorite Cloud to work in
What do you like best about the product?
Service Cloud is my favorite Salesforce Product. I've worked with Service Cloud for nearly 5 years, and have enjoyed being able to customize my customers' business processes using Cases. The first time I used it, we migrated from a 3rd party, and the implementation was so much more straightforward than I had anticipated. We easily loaded our legacy data to Cases and Work Orders and set up the business rules very quickly, using email-to-case and web-to-case. At my current company, we use Service Cloud to manage customer order inquiries, as well as troubleshooting for remote issues. I was able to add automation using Flows to transfer cases to field service team members by creating work orders with a single click.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
What do you dislike about the product?
There is really only one issue that I have trouble with in Service Cloud, and it involves email-to-case. I'm hopeful that the new threading will help with the situation, but we often have customers who remove refIds from emails, or send an email back-to-back, which results in additional cases being created instead of threading on the original. It takes the users a lot of time to determine duplicate cases and merge them. We also use a 3rd-party merging tool because the native merging tool only allows 3 cases at a time and isn't sufficient for many of my users.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us resolve our customers' issues quickly by providing Knowledge article recommendations and being able to respond to emails and find solutions within the same platform.
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