Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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High productivity por favor the agents
What do you like best about the product?
SLA's management, agent console and supervisor console
What do you dislike about the product?
I dont find anything that I dislike. I'm happy with The current Solution.
What problems is the product solving and how is that benefiting you?
Customer service management in a clear way
Service Cloud for Best Customer Support
What do you like best about the product?
Case management feature is the best feature of Srrvice cloud. This allows our agents and engineers to efficiently track, manage, and resolve issues.
What do you dislike about the product?
I think it will be the complexity and cost to implement and own additional features in the platform like AI and voice.
What problems is the product solving and how is that benefiting you?
Support customers for issues with purchased products. Internal users use this to get help as well.
Great tool to streamline
What do you like best about the product?
Here are the most useful for us are
1. Omni-Channel Routing: Automatically assigns cases to the most appropriate agent based on skill set and workload, ensuring efficient customer support.
2. Case Management: Provides a central platform to track, manage, and resolve customer inquiries. You can categorize cases, assign them to the right team, and track response and resolution times.
3. Service Console: A unified interface that allows agents to view customer interactions, cases, knowledge articles, and tools all in one place, helping them resolve issues faster.
4. Knowledge Base: Enables the creation, storage, and sharing of knowledge articles to help agents and customers find answers quickly.
1. Omni-Channel Routing: Automatically assigns cases to the most appropriate agent based on skill set and workload, ensuring efficient customer support.
2. Case Management: Provides a central platform to track, manage, and resolve customer inquiries. You can categorize cases, assign them to the right team, and track response and resolution times.
3. Service Console: A unified interface that allows agents to view customer interactions, cases, knowledge articles, and tools all in one place, helping them resolve issues faster.
4. Knowledge Base: Enables the creation, storage, and sharing of knowledge articles to help agents and customers find answers quickly.
What do you dislike about the product?
Still exploring. Haven't come across any yet.
What problems is the product solving and how is that benefiting you?
We migrated from service now to service cloud and it's day night difference.
Slaesforce Service Cloud
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to centralize customer interactions across multiple channels—phone, chat, email, and social media—into one unified platform. It provides a complete view of each customer, helping agents deliver faster and more personalized support. The automation tools, like macros and AI-powered recommendations from Einstein, streamline repetitive tasks and boost productivity. Case management and routing features ensure issues reach the right agents quickly. The dashboards and reporting tools offer valuable insights into service performance and customer satisfaction. Overall, it enhances collaboration, efficiency, and the overall customer service experience for both agents and clients.
What do you dislike about the product?
Salesforce Service Cloud can feel overly complex, especially for new users. The interface is sometimes cluttered, making simple tasks take longer. Customization requires technical expertise, and system performance may lag with large data volumes. Frequent updates can disrupt workflows, and licensing costs are high for smaller teams or growing businesses.
What problems is the product solving and how is that benefiting you?
Service cloud is solving case management system
A core for your company
What do you like best about the product?
The integration with our different touch points in the company
What do you dislike about the product?
There are some key functions I would like to be non visible but can't remove on screen
What problems is the product solving and how is that benefiting you?
Addressing volume of accounts
Seamless experience
What do you like best about the product?
easy navigation and easy to configure and intuitive
What do you dislike about the product?
nothing it's great we use it all the time
What problems is the product solving and how is that benefiting you?
it helps with our case management
One of the most valuable Salesforce products!
What do you like best about the product?
Service Cloud allows us to provide a in-house case/ticketing solution for our entire org. The fact that the data from cases can then be run through all of our various data streams and be reported on anywhere is game-changing for us and our team.
What do you dislike about the product?
There are still many aspects about managing Service in the back end that feel antiquated. I often need to switch into classic to get a clearer view of settings, and would love to see that made better in Lightning.
What problems is the product solving and how is that benefiting you?
We needed a ticketing solution that could be directly in context with our Salesforce customer data, and it does just that!
Omnichannel is where it’s at!
What do you like best about the product?
We love using Service Cloud for case management and look forward to enabling Omni Channel and more soon!
What do you dislike about the product?
Nothing at the moment Knowledge has been tough to set up.
What problems is the product solving and how is that benefiting you?
Enabling our support teams to track customer resolutions.
Great Product
What do you like best about the product?
The ability to provide service to customers quickly.
What do you dislike about the product?
It has a learning curve for complex workflows
What problems is the product solving and how is that benefiting you?
Helping service agents deliver better service
Sales
What do you like best about the product?
Case object is my favorite!
Capture inquiries from multiple channel .
Capture inquiries from multiple channel .
What do you dislike about the product?
Nothing is particular.Service cloud is very wonderful.
What problems is the product solving and how is that benefiting you?
Service cloud shares knowledge and information, speeding up problem resolution.
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