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.
Above & Beyond all Cloud Platforms
What do you like best about the product?
We started with a narrow use case to enable our team to better prioritize and document our interactions. We now have 5 separate workflows that correspond to solutoins in our business. We never say "no" to what we can do for clients or internal innovations.
What do you dislike about the product?
You must have expertise to maximize capabilities. If you don't, it doesn't mean you cannot achieve your goal, it means you'll do so by a hodge podge method that is far from ideal and doesn't scale efficiently or correctly
What problems is the product solving and how is that benefiting you?
We have unique workflows across multiple clients. So, not only do we have distinctness but we're also to utilize access controls. Additionally, our team is remote so a web app that's accessible is a requirement.
Great way to track customer case tickets and activities
What do you like best about the product?
Salesforce Service Cloud is a great way to track incoming cases, related activities and reporting easily
What do you dislike about the product?
There are very few downsides that I have found. Recently, as we are in AI era, a lot of AI stuff is limited with purchasing add-ons to have gen AI enabled oherwise you won't be able to access Einstein.
What problems is the product solving and how is that benefiting you?
Salesforce Service cloud is amazing for Case Management and reporting and tracking those efficiently. We have workflows created to optimize the process more based on our custom business needs.
Easy and powerful, yet confusing.
What do you like best about the product?
Service Cloud has enabled us to design our future vision. Its flexibility and ease of use are incredible for this, especially the open APIs that are provided and the fact that almost every other solution provider already has some type of integration or knowledge of it. The ability to create sandboxes is by far the best feature, allowing for an incredible variety of tests, including parallel and isolated tests, enabling different teams to test different functionalities without conflict. In addition, the platform allows extensive customization, from visual changes to permission settings.
What do you dislike about the product?
By far, what I dislike the most is the redundancy of features that only work in either the Lightning or Classic environments. This causes some confusion about which should be used in which situation. A simple example of what I’m talking about is the email templates for use with email alerts. Removing this redundancy would be amazing. The APEX language, in my opinion, is not very user-friendly and can be a bit confusing—when should I use a class? A trigger? Something else? Anyway, it’s purely a lack of knowledge and needs to be studied, but I believe it could be a unified environment for custom code. There must be a reason for it being this way, but I still don’t understand it. Allowing the execution of other languages, in my case Python, would be fantastic. But I understand that this might be quite challenging.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, we were very limited in terms of improving customer service processes, reporting, and integration. Service Cloud came precisely to solve these problems. With it, we were able to test and implement new service workflows that optimize the workforce, with few limitations on what can or cannot be done by the platform’s functionality. The API connection enabled and simplified the use of any BI tool, including Salesforce itself. The ease of integration opens up a range of opportunities for connecting with legacy systems and third-party tools that we hadn’t even imagined.
Service cloud - Necessity for Service industry
What do you like best about the product?
Service cloud helps streamlining the service processes. No need to have multiple channels or multiple platforms.
With service cloud we can customize the user experience and help them resolve their issue in less time and at the same time service agents have their life easy.
We can implement bots for customer support.
With service cloud we can customize the user experience and help them resolve their issue in less time and at the same time service agents have their life easy.
We can implement bots for customer support.
What do you dislike about the product?
Needs to be more standard, sometimes we can find some limitations in email to case functionality which I had used in my previous projects. Otherwise it's good
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has been a game changer for us when it comes to managing customer cases. Its case management system makes it easy to track, prioritize, and assign cases, so nothing slips through the cracks. We can ensure every customer issue is handled quickly and efficiently by the right team member, which has really improved our response times.
The knowledge base feature has also made a huge difference in how our team works. By having a centralized library of articles and resources, our agents can easily find answers to common customer questions.
Another standout feature is the omnichannel routing. With inquiries coming in from all directions—email, phone, live chat, and even social media—Service Cloud automatically routes each one to the most qualified agent. This means customers get connected to the person who can help them best, improving their overall experience with us.
The knowledge base feature has also made a huge difference in how our team works. By having a centralized library of articles and resources, our agents can easily find answers to common customer questions.
Another standout feature is the omnichannel routing. With inquiries coming in from all directions—email, phone, live chat, and even social media—Service Cloud automatically routes each one to the most qualified agent. This means customers get connected to the person who can help them best, improving their overall experience with us.
Service Cloud help in resolving customer case and help to increase customer satisification
What do you like best about the product?
I mostly like omni channel routing which help the agent resolve or customer issue
What do you dislike about the product?
We have face so many issue with CTI and it also complex compare to service voice but yet service voice mostly surport amazon connect only as cti and other cti can only integrate using amazon third party cti
What problems is the product solving and how is that benefiting you?
Maintain chat history which help us to resolve case faster
The solution people are looking for to meet their customers at the source.
What do you like best about the product?
I love its ability to be so customizable to our organization. No two organizations are the same.
Being able to create flows to automate our processes is vital to our success.
Being able to create flows to automate our processes is vital to our success.
What do you dislike about the product?
I thin the learning curve for anything that isn't offered out of the box is difficult. Having to rely on a developer for very specific object builds isn't ideal. It does get better overtime however.
What problems is the product solving and how is that benefiting you?
The ability to put all of our communication combined with our knowledge base to solve customer's issues faster in the future is very beneficial.
Boosted Service Team
What do you like best about the product?
Service Cloud enables us to make seamles service with Sales and other Derpartments. It is fully integrated in out system and works very well. We are also happy about the performance about the system.
What do you dislike about the product?
It comes with several objects, but we need to specify the objects fields and automations according our needs.
What problems is the product solving and how is that benefiting you?
Case Management and we can do the emailing inside.
Service Cloud provides omnichannel support and is excellent
What do you like best about the product?
I like the knowledge managment and mapping in service cloud as it reduces 70-80% of the effort in problem resolution. It's a greatest asset to the service cloud. Besides, I also admire AI powered article recommendations which reduces the time for resolution.
What do you dislike about the product?
As Salesforce services are more focused for mid to top level companies, small companies may find it challenging to afford the licenses and costs of the product.
What problems is the product solving and how is that benefiting you?
Using Salesforce Service Cloud, we leverage customer support at ease by adpoting services through call, chat and email.
We have built a knowledge base for self service before the customer reaches to Support and this has significantly reduced the over burden to our customer support agents.
Besides, we have created multiple queues which can route cases based on the skill match criteria.
We have built a knowledge base for self service before the customer reaches to Support and this has significantly reduced the over burden to our customer support agents.
Besides, we have created multiple queues which can route cases based on the skill match criteria.
Salesforce Service Cloud is an great and amazing tool for Salesforce users.
What do you like best about the product?
Sevice Cloud is a very tightly integrated into Salesforce. It offers a wide range of options, which helps business to improve alot and makes things thousend times faster then the mannual ones. As it offers a great look and fill, customers loves using it. Salesforce provides ease of implementation, like adding new features in just using point and click tool.
Salesforce customer support is too good and provide response very fast. We have been using salesforce product since 2019 and we love it.
Salesforce customer support is too good and provide response very fast. We have been using salesforce product since 2019 and we love it.
What do you dislike about the product?
According to me, I like salesforce procust alot, but only thing which can be bit faster is after doing some implementation it takes some time to actually load on org.
What problems is the product solving and how is that benefiting you?
When ever a new case generated by uers, We have setup few rules, which easily assign to some queue based on the severity of cases.
Worry about making your business successful not the CRM
What do you like best about the product?
Being one of the multiple clouds from Salesforce allows me as a user and administrator to easily expand the functionalities as my business needs evolve. Whether you have a small business that is just getting started and needs basic, out-of-the-box features or your have grown to a large business that requires a lot of customization, Service Cloud will support it.You can go from not having a CRM to having Service Cloud in no time, having their customer support and having your teams only using SC for daily tasks.
What do you dislike about the product?
Cost can be a challenge, specially when you are reaching the top of your existing tier and are moving into the next tier. It integrates with a ton of applications, it makes it super powefrul but not all integration can be achieved by someone not familiar with the platform.
What problems is the product solving and how is that benefiting you?
Case management for my existing company is all handled using Service Cloud. It is great for us as our Sales team can gain insights into Support and better manage our customers.
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