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.
A complete and efficient tool for service management.
What do you like best about the product?
The level of automation and personalization it offers, along with the integration with other Salesforce solutions, provides a 360º view of the customer, improving service efficiency and the user experience.
What do you dislike about the product?
Some limited features in WABA or previously available functionalities in the standard WhatsApp that are no longer present in the enhanced version.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving the problem of fragmented information by centralizing all customer data into a single platform, allowing for efficient and personalized service management. Additionally, it automates repetitive tasks, reducing response time and increasing support team productivity. For me, this translates into more control over the case lifecycle and a clear view of customer interaction history, which improves decision-making and the quality of service.
excellent product
What do you like best about the product?
What I really like about Salesforce Service Cloud is how it makes customer support so much easier. It automates a lot of tasks, lets you manage cases efficiently, and integrates all the different communication channels in one place, so you can respond to customers faster and give them a better experience.
What do you dislike about the product?
Salesforce Service Cloud can be a bit complex to set up initially, but it's worth it for the flexibility and features it offers
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems like inefficient case management, slow response times, and fragmented communication by automating workflows and centralizing support across multiple channels. This benefits me by improving customer service efficiency, reducing manual tasks, and delivering faster, more consistent responses to customer issue.
Service Cloud Implemented
What do you like best about the product?
Management Cases, Accounts and Contacts in a Console with a 360° view.
What do you dislike about the product?
Milestones and Entitlements configurations.
What problems is the product solving and how is that benefiting you?
We had datas in Excel's file and the Salesforce Service Cloud solved it.
SalesForce is the most robust CRM tool!
What do you like best about the product?
Flexability and functionality! If you ask, we can do it!
What do you dislike about the product?
There is a learning curve that does require you to dedicate some time to learn.
What problems is the product solving and how is that benefiting you?
We use Five9 which is integrated with our SalesForce instance to pull up the contact record for whom is calling in. Huge time saver for help desk members.
Service console keeps the team informed
What do you like best about the product?
The automatic routing of cases to agents, no matter how they've arrived, ensures the support team are super efficient. They can keep on top of multiple cases using the service console. CAses are tied in to all of the customer data giving a true overview from lead, through sales process, to order and customer care.
What do you dislike about the product?
I honestly can't think of a downside. Any issues are quickly resolved by customer support.
What problems is the product solving and how is that benefiting you?
Keeping our customers productive.
The best thing about Salesforce Service Cloud is it's highly customizable
What do you like best about the product?
Salesforce is highly customizable and can be taylored to fit your exact needs. We integrate our Service Cloud with Marketing Cloud, Experience Cloud and Commerce Cloud. While the implementation for the basics is pretty easy, any advanced connections can be daunting without an IP. Our office and retail sites use Salesforce on a daily basis and we're always looking for ways to improve the user experience. The Account Execs at Salesforce respond quickly to questions and provide resources for additional education - and the Salesforce Help team is prompt with their follow ups.
What do you dislike about the product?
The worst thing about Salesforce is it's highly customizable because the end user wants what they want right now. Sometimes it can be an easy change, other times it takes weeks to get to a point where they can test the new process/update. Integration between clouds can be challenging depending on the use case.
What problems is the product solving and how is that benefiting you?
We are getting a better understanding of our customers by being able to see their history of interactions with us in one place.
Tracks all client interaction from the get go to finalisation.
What do you like best about the product?
Have full 360 View of client from sales to servicing the cloud. Able to respond to client with knowledge along with obtain summary of the whole case within seconds with AI and respond with AI.
What do you dislike about the product?
too many add on products instead of all inclusive products
What problems is the product solving and how is that benefiting you?
having full view of client enquiry and methods to resolve all within the same record page.
Seamless Customer Data Management and Support with Salesforce Service Cloud
What do you like best about the product?
What is most helpful about salesforce cloud is that there is a lot we use it for on the business .We are using service cloud to manage our database of accounts and contacts. Accounts that are created on POS (Till) and on the website are stored on the service could . The 3 systems are integrated together.
We have more 2 million of accounts but when we run a lookup it does not take long to go through the database of accounts to pick the one that we want to pull. Like on POS when the customer goes into store, customer will provide the cashier with only phone number , the POS controller apex class will have to go through to all account to pull the correct account and that process does not take long.
Also service cloud have been so helpful with our call center support agents, We are using Omni-channel to route our cases to omni-channel which are logged via email , phone , bot and contact us form on our website . so our agents don't have to use different systems to access the cases .
We use the service cloud every day as our customer agent closes cases every day, and POS retrieves accounts every day when the customer goes to our stores . When the customer creates an account on our website, the account is saved on service cloud and that customer's long ID key is forwarded to the marketing cloud which is also integrated with the service cloud so that we can send out a welcome email to the customer
its easy to implement service cloud, even though I am just an admin, other implementations are being implemented by me
We have more 2 million of accounts but when we run a lookup it does not take long to go through the database of accounts to pick the one that we want to pull. Like on POS when the customer goes into store, customer will provide the cashier with only phone number , the POS controller apex class will have to go through to all account to pull the correct account and that process does not take long.
Also service cloud have been so helpful with our call center support agents, We are using Omni-channel to route our cases to omni-channel which are logged via email , phone , bot and contact us form on our website . so our agents don't have to use different systems to access the cases .
We use the service cloud every day as our customer agent closes cases every day, and POS retrieves accounts every day when the customer goes to our stores . When the customer creates an account on our website, the account is saved on service cloud and that customer's long ID key is forwarded to the marketing cloud which is also integrated with the service cloud so that we can send out a welcome email to the customer
its easy to implement service cloud, even though I am just an admin, other implementations are being implemented by me
What do you dislike about the product?
Service Cloud is always about improving its security, so there are always release updates that are enforceable, so on our company, we don't always have a developer around, our developers are from third-party companies which are expensive. So as admins some updates that need apex class code updates and t are enforceable, we can't implement them because of lack of coding skills.
What problems is the product solving and how is that benefiting you?
With salesforce service cloud you can automate your business processes such as assigning cases automatically to your agents , use service cloud as your data source ,connects your soicials such as
Salesforce Service Cloud have great tools to help customer service teams achieve all goals quickly
What do you like best about the product?
The new AI tools quickly help Customer Support to close cases with the right responses. Bots are helping to reduce number os cases created and AI features helps with great resumes and quick responses. Implementation and integration are easy to do, what allows a good frequency of use and adoption by the Customer Support.
What do you dislike about the product?
The only thing that is not great yet is the lightning templates that do not allow use of components that can themself read information or the stick to only one object.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the many demands of required help by customers.
Makes every action much faster and easier
What do you like best about the product?
Helps creating metadata much quicker, such as users.
What do you dislike about the product?
Should be more customizable so that if my job would be to always add new users, buttons and approval processes, then those should be shown to me to find quicker and helpfull tips and tricks
What problems is the product solving and how is that benefiting you?
Helping create metadata faster but also new users.
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