Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
from
and
External reviews are not included in the AWS star rating for the product.
I've been using service cloud for my customer for more than 8 years and customer is happy to use it.
What do you like best about the product?
Email-to-case is the best option. A customer or partner simply sends an email to create a case and gets an update on the case in their inbox without logging into Salesforce.
What do you dislike about the product?
Chatter where the customer is least interested in using it in their day-to-day work.
What problems is the product solving and how is that benefiting you?
Case management cycle, ease to track and closure of it.
Great Updates in Service Cloud
What do you like best about the product?
Best thing about new features in service cloud is easy to implement, also its now more customizable as per business needs, it can be achieved with no code and roll out can be done withing weeks. Customer wait time is reduced drastically.
What do you dislike about the product?
Too many features are rolled out, and there is no idea what is coming soon. So, ideally its great. There is nothing to dislike
What problems is the product solving and how is that benefiting you?
Redused customer complaint and happier customer
Powerful Customer Service Platform with Customization Options
What do you like best about the product?
Salesforce Service Cloud has been instrumental in streamlining our customer service operations. Its powerful features and integration capabilities make it a great choice for teams looking to scale support efforts
Easy integration with other Salesforce products.
Customizable dashboards and reports.
Powerful automation for ticket management (e.g., workflows, macros).
Comprehensive customer service tools (e.g., case management, knowledge base, live chat, web to case(no need to write any code to create web to case)).
Easy integration with other Salesforce products.
Customizable dashboards and reports.
Powerful automation for ticket management (e.g., workflows, macros).
Comprehensive customer service tools (e.g., case management, knowledge base, live chat, web to case(no need to write any code to create web to case)).
What do you dislike about the product?
Complex setup process for new users.
High costs, especially for small teams.
The steeper learning curve for advanced features.
High costs, especially for small teams.
The steeper learning curve for advanced features.
What problems is the product solving and how is that benefiting you?
Many companies struggle with tracking and managing customer support cases across different channels, leading to delays and inefficiencies.Salesforce Service Cloud offers a unified platform for case management, allowing teams to handle customer queries from email, phone, social media, and chat in one place. This centralization improves response times and ensures that cases are resolved efficiently, enhancing customer satisfaction.
Streamlined Response and Improving Workflow
What do you like best about the product?
Salesforce Service Cloud allows our team to support customers from first contact to post delivery on our products. Managing the lifecycle of there project/program and supporting all aspects through Service Cloud has allowed us to exceed expectations time and time again. Any of our customer support team members are able to step in and review cases, respond to our customers, have the background and history where they need it, when they need it. Our service techs are able to gain access from the feild and make updates and changes on the spot. Our documentation is extremely better because of this. Service Cloud is eliminating our biggest pain points, creating happy tech and even happier customers.
What do you dislike about the product?
I cannot think of any issues that I've had with Service Cloud. If anything the issues are my inability to learn the newest features quick enough to deploy them to my team.
What problems is the product solving and how is that benefiting you?
Our biggest issue that Salesforce Service Cloud has solved is dissolving the silos of information that members of our support team had housed, either on their computers or in email. We were extremely hampered by multiple people working directly from their email to our customers. This made it impossible for other team members to have visiblity on problems. It made it difficult for team members to take time off, glean support from those around them or work together to solve problems because it was all done singularly. Now we ALL have eyes on every case. The ability to help our customers has gone above and beyond what we were doing before. We have cut our response times nearly in half. We have freed up time and now our team can take time off without stress or worries. It's made our team, a team.
A very good product that makes work easier!
What do you like best about the product?
The management of customer service cases has proven to be very efficient, and the response time has decreased considerably by having an appropriate configuration in Salesforce.
What do you dislike about the product?
Sometimes custom developments have to be made to access very specific metrics.
What problems is the product solving and how is that benefiting you?
Response time issues for customers were resolved, additionally we recently implemented WhatsApp through Service Cloud's Digital Engagement.
One Of The Best Service Platforms
What do you like best about the product?
I've been using several customer support management for more than 10 years and Salesforce has been the most modular and adaptable platform I've ever experienced. Implementation is very straightforward due to documentation practices and it's very easy to integrate to your ERP.
What do you dislike about the product?
Pricing can be changed per country as SF pricing team doesn't take currency parity and cost of living into consideration.
What problems is the product solving and how is that benefiting you?
When mixed with other Salesforce object dimentions you can easily make data speak for you and you have the ability to make meaningful actions out of data.
Good for tracking and following through your service cases
What do you like best about the product?
I like how easy it is to use and keep track of your service cases, keep the customer in the loop, find information about the account or previous cases, and overall the tools available to follow through and enhance your servicing
What do you dislike about the product?
As an accidental admin, it requires a good amount of research and knowledge to catch up and stay up to date with all its features, connections, and capabilities to better take advantage of and set it up. Good problem to have though!
What problems is the product solving and how is that benefiting you?
It does a great job at keeping track of our servicing and find all the information in one page, keeping the customer and technician in the same page. It allows us to provide better customer service when a case takes place
Amazing CRM Product
What do you like best about the product?
The full range of CRM functionalities allows our users and management to keep our customers data secure and organized. The reporting and dashboard options allows us to stay on top of key metrics. The ease of customization out side of code is also a hugh plus for our Org.
What do you dislike about the product?
The cost can quickly add up with the need for additional features, customizations, and integrations.
What problems is the product solving and how is that benefiting you?
Allow our company to automate some of our customer service needs.
Salesforce Service Cloud
What do you like best about the product?
easy to use,
very frequently used,
integration with a lot of outer systems
very customizable solutions
very frequently used,
integration with a lot of outer systems
very customizable solutions
What do you dislike about the product?
platform limitations
non editable internal process
non editable internal process
What problems is the product solving and how is that benefiting you?
keeping record of the clients complains.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Salesforce Service Cloud - Great for managing customer issues
What do you like best about the product?
Service Cloud is a great application that can support a myraid of industries. Mainly we use it to track our customer visits, and customer issues. We have all of their 'assets' in our software and it is easy to review and verify serial numbers when customers call into our support line. This enables our technicians to not have to dig through multiple sources of information to get exactly what they need.
What do you dislike about the product?
Honestly, I have not had many complaints about Salesforce. Maybe just the cost of having your whole organization licensed would be the only negative. For some users they will not use it daily and it can be quite expensive if that is the case.
What problems is the product solving and how is that benefiting you?
Single source of truth for our org. It makes it much easier to manage cases and also revisit them and share information with the greater team.
showing 861 - 870