Agentforce Service
Salesforce, Inc.External reviews
6,962 reviews
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salesforce service cloud review
What do you like best about the product?
super easy to use, there's a large customer base which makes it trustworthy
What do you dislike about the product?
at first really hard to use and pick up!
What problems is the product solving and how is that benefiting you?
wasted resources and saved lots of time
New service cloud user
What do you like best about the product?
The platform appears to be very extensible, and the design team is very responsive.
What do you dislike about the product?
Deployment to end users requires a significant culture and terminology change.
What problems is the product solving and how is that benefiting you?
We have great access to end user data, in a shorter reporting period.
Salesforce Review
What do you like best about the product?
We can easliy customize the UI as per the requirement. We can create accounts for customers, cases for their problems/ issues, we can track the conversations and we can have groups, followers etc.
What do you dislike about the product?
The process of integration is complicated. Salesforce is very easy to break and triggers are sensitive if not programmed correctly
What problems is the product solving and how is that benefiting you?
The customer service team and sales team can work a lot faster on their section since salesforce offers a very fast way of working on numerous things at the same time.
Recommendations to others considering the product:
Yes.
I use salesforce as a knowledge base
What do you like best about the product?
I like the fact that I can have access to all of the links that I need and it acts as a directory for me to drill down to what I need to complete the task.
What do you dislike about the product?
The limits between the sales cloud version and the service cloud version
What problems is the product solving and how is that benefiting you?
Organizing knowledge base articles.
Desk.com review
What do you like best about the product?
It is easy to set up and navigate. Fast and efficient customer service.
What do you dislike about the product?
You should be able to add additional features and customize things to your liking.
What problems is the product solving and how is that benefiting you?
Able to take my customer service global. The benefits have been improved growth within the company.
Recommendations to others considering the product:
Try it.
Love Salesforce
What do you like best about the product?
I love that you can set up task to follow up with customers if you need to. Being able to see all documentation for the customer in place is awesome.
What do you dislike about the product?
The attachments take too many clicks to be a Lebanese to view.
What problems is the product solving and how is that benefiting you?
Cross collaboration between teams. When we are complete with our assigned task we can move it to the next phase seamlessly.
Expensive and tedious at first, but worth it.
What do you like best about the product?
Makes customer engagement easier. It has great tools for call record keeping and issue tracking. It's extremely easy to use and full integration with many other tools. I would highly recommend this product.
What do you dislike about the product?
The license fee is expensive and You must build it out yourself. You need to be willing to invest the time necessary to customize it
What problems is the product solving and how is that benefiting you?
It's used in multiple parts of the sale/renewal/implementation processes.
Recommendations to others considering the product:
I would recommend using the mobile app and and integrating Service Cloud with Sales Cloud.
Lightweight, high performance SFDC
What do you like best about the product?
Easy to customize and quick to deploy. Ease of use and intuitive navigation.
What do you dislike about the product?
Nothing in specific. It has everything needed for effective sales and service for our client
What problems is the product solving and how is that benefiting you?
Insurance service for contact centers
Some good features similar to Sales Cloud but not as Service centric as other systems
What do you like best about the product?
If you are already using Salesforce, having 1 Source of Truth/place to look to find what tickets a customer has open before trying to sell or upsell them is priceless. Email to Case , Service Console and the community portals are also features that Salesforce Service Cloud does well.
What do you dislike about the product?
It's not intuitive to set up. Just being software savvy does not make you a good Salesforce Admin. Spawning cases (ie creating a case from another case) is not easy and though the portal is great for customers so they can submit/review or close their own tickets it's a pipe dream to think your users are savvy enough or patient enough to want to do so. Knowledge, Milestones and Entitlements (SLAs) and Community portal is something I would potentially even hire someone to implement for me if I went that route (eventhough I'm an admin of 5+ years!)
What problems is the product solving and how is that benefiting you?
Internal and External Case/Ticket management. It connects with JIRA so if that is something your internal users are already use to that is helpful. Replacing desk.com or replacing or integrating with ZenDesk were also business problems clients wanted to solve.
Recommendations to others considering the product:
Don't hurry to replace a system like ZenDesk - look to integrate first. And then look at the costs and the pros and the cons. Service Cloud is not cheap. ZenDesk easily does out of the box what in some cases, Salesforce requires a consultant or at least experienced admin to configure for you.
If you were on Desk.com (Assistly) since that was bought by Salesforce and they aren't going to be putting anymore money into it, try to move completely over to SFDC as soon as you can.
If you were on Desk.com (Assistly) since that was bought by Salesforce and they aren't going to be putting anymore money into it, try to move completely over to SFDC as soon as you can.
It's fine
What do you like best about the product?
It does what it's supposed to do with little to no issue.
What do you dislike about the product?
It seems like it wants to integrate a number of functions across different platforms but just comes up a little short.
What problems is the product solving and how is that benefiting you?
It organizes our accounts
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