Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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External reviews are not included in the AWS star rating for the product.
Service Efficiency like we did not know was possible!
What do you like best about the product?
Service cloud has allowed us to streamline all aspects of our service business. Implementation and integration were made very easy with the help of an integration partner. We love that our website contact forms for service now integrate directly into cases in Salesforce. With this system being something we use every single day, we needed something robust enough to handle the current volume and also flexible enough to grow with our company. Any issues or tweaks we need are handled right away!
What do you dislike about the product?
There really isn't anything I can say that I dislike about Service Cloud! It is customizable, so all of the things that did not work out of the box have been updated to fit our specific needs.
What problems is the product solving and how is that benefiting you?
The biggest bennefit for us when we implemented Service Cloud was the ability to better sync communication between our sales and service teams. We now provide a better all around service to our customers because our sales team knows when cases are created and our service team knows when new product is sold!
service level assessment
What do you like best about the product?
I really like how service level assessment in Salesforce Service Cloud involves a few key components that help measure customer service effectiveness and user satisfaction. Easy setup and you can improve service level assessment in Salesforce Service Cloud and ensure your customers receive high-quality service.
What do you dislike about the product?
There's nothing specific you don't like but maybe some reports can be improved, but I know it's possible with Tableau
What problems is the product solving and how is that benefiting you?
We did not have defined SLA control and clear SLAs for different types of requests. We can now monitor compliance with SLAs to ensure customer expectations are met.
The most configurable service platform
What do you like best about the product?
No business operates in isolation, and each has its own unique needs. The flexibility to customize the platform to fit our requirements is essential. Since we also use Sales Cloud, the fact that both systems run on the same core without needing complex integrations is a critical element in delivering outstanding customer service. Additionally, the seamless integration with our Gmail provider streamlines workflows by allowing data access and sharing between systems without the need to switch between screens, saving valuable time.
What do you dislike about the product?
I understand that with such flexibility, a bit more time may be needed for initial configuration. However, thankfully, it’s a one-time effort, and once everything is set up, the platform runs smoothly. A potential improvement could be offering industry-specific preconfigured settings during the initial onboarding process, as configuration needs can vary between companies.
What problems is the product solving and how is that benefiting you?
The automation and integration capabilities have significantly reduced the time spent on our tasks, enabling us to better meet and uphold our SLAs. This has greatly improved our ability to keep our customers satisfied.
Service cloud is the real deal
What do you like best about the product?
Salesforce's service cloud is the most user friendly and interactive platform for customer service , the platform allows you to build flows and auto response emails for better client experience, salesforce service cloud allows you to link other apps like whatsapp and facebook to better connect with yout clients. the system is user friendly and easy to teach your users
What do you dislike about the product?
Specific features like call recording and multi-party calls still face limitations.
What problems is the product solving and how is that benefiting you?
it is solving client engagement, the platform is currently assisting us to breach the gap between the business and clients, effeciently assisting with email to case, colleration between departments and easy to use client information population, it also allowed us to incoporate systems like AWS and PowerBI
Salesforce remains the best tool for efficient customer service
What do you like best about the product?
Salesforce makes customer relations so effective and efficient that all customer support tools and operations can be managed from one spot which leads to higher customer retention and improved sale
What do you dislike about the product?
As for now i cant pinpoint a downside, all positives and good improvements.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the problem of customer service and management and through it, provides good analytics for predicting and engaging customers behaviours for improved sales.
Elevating Customer Service Through Salesforce Service Cloud?
What do you like best about the product?
Its ability to manage customer cases from creation to resolution is one of its best features. Also, I like the automated workflows and omnichannel that supports streamline customer interactions across multiple platforms like email, phone, chat, and social media.
What do you dislike about the product?
For new users, especially those without prior experience in Salesforce, the platform can be complex to navigate. Its vast customization options, while powerful, can make the initial setup and learning process time-consuming.
What problems is the product solving and how is that benefiting you?
One of the most valuable aspects of Salesforce Service Cloud is its ability to centralize all customer case information within a single, unified platform. This consolidation of data ensures that all customer interactions, case histories, and support tickets are easily accessible, allowing service team to manage cases efficiently and provide more personalized customer support.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Comprehensive and Flexible Customer Support Solution
What do you like best about the product?
The ease of use and high integration capabilities of Salesforce Service Cloud make it relatively easy to integrate with other tools and platforms. The wide feature set, including omnichannel routing, case management, knowledge base, is good in that it makes such simplification of operations of customer service easy. A highly customizable and flexible platform, this creates wonderful solutions for business of all sizes. Top-notch customer support and the resources from Salesforce guarantee great guidance both in terms of implementation and everyday usage.
What do you dislike about the product?
Service Cloud is very feature-rich, sometimes at the cost of complexity for users new to it. It can be really quite daunting, especially when first run and especially at configuration. If not trained, especially on small businesses, that steepness in the learning curve could probably cause problems. High customization levels sometimes mean extended implementation times if these are not controlled properly.
What problems is the product solving and how is that benefiting you?
Simplified and streamlined workflows to automate processes and efficient case routing solve the complex challenges of customer support and case management. Salesforce Service Cloud centralizes customer interactions across multiple channels that improve their response time and overall customer satisfaction. Knowledge base and AI-powered tools, including Einstein Bots, reduce repetitive queries and let agents focus on more critical tasks. These would enable, then, not only a more efficient system but also high customer retention and a more responsive support system.
Service Cloud with a professional Solution
What do you like best about the product?
On Service Cloud from Salesforce, you can access a range of features to manage customer experiences. Some popular features include Case Management, where you can track and resolve customer issues; Knowledge Management, where you can create and share articles and solutions; and Console, a customizable interface for service agents to work more efficiently. Additionally, you can leverage Salesforce's AI-powered tools, such as Einstein Bots and Einstein Customer Service Cloud, to streamline service operations and improve customer engagement. These features can help improve customer satisfaction, reduce service costs, and increase agent productivity, also the new Annoucement of Agentforce is a big stept in the next Area of Service.
What do you dislike about the product?
the License Costs with the Fieldservice and Agentforce is to much for a SMB. You shoud have a Flatrate or a Packaged Product for the SMB Market
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is a customer service platform that helps businesses deliver seamless customer experiences. It solves problems such as inefficient customer support, lack of visibility into customer interactions, and difficulty in providing personalized support. By using Service Cloud, businesses can integrate multiple channels, such as phone, email, and social media, into a single platform. This enables them to provide timely and accurate responses, improve customer satisfaction, and reduce support costs. As a customer, I benefit from personalized support, faster resolution times, and increased transparency into the service process.
Service Cloud to Bring Support, Loyalty and Grow The Sales
What do you like best about the product?
Sales, Service and Quoting are not silos. You can get customer to purchase one time but if you want happy customer then you need visibility of what customer requests are for sales and collaboration between sales and service. It also contribute to renewal process, upsell and new product interests that align with customers success and your company growth.
What do you dislike about the product?
Do not promote deflection of service as core. Deflection word will result into mental friction with customer and promotes negativity. Service is about satisfaction may it be through digital support or responses by the agent, Seamless passing of the information between various channels is important to not deflect calls but to improve customer satisfaction
What problems is the product solving and how is that benefiting you?
Service cloud solves problem by providing capability to leverage multiple channels that provides preferred channels for customers.
Service Cloud helps us deliver a customer experience at scale.
What do you like best about the product?
With the right team, it's incredibly effective and is a force multipier for our service teams.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
What do you dislike about the product?
It requires architectural thought and a good team to implement.
It's relatively expensive, being best in class.
It's relatively expensive, being best in class.
What problems is the product solving and how is that benefiting you?
It allows us to have a 360 degree view of the customer, enabling all teams to know the good (and bad!) interactions with the customer.
This allows all teams to have the knowledge they need before they engage with a customer.
This allows all teams to have the knowledge they need before they engage with a customer.
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