Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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External reviews are not included in the AWS star rating for the product.
Automation Powerhouse with Intuitive Ease of Use
What do you like best about the product?
I find Salesforce Service Cloud incredibly valuable for its ease of use, which facilitates the handling of email-to-case functionalities and case resolution seamlessly. I appreciate how it enhances automation processes, provides much-needed visibility, facilitates sharing among teams, improves reporting, and ensures transparency across business units. The case management and knowledge articles features are also notably beneficial. The integration with other software like Genesys further extends its capabilities.
What do you dislike about the product?
Price
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to solve lack of automation, visibility, reporting, and team sharing. It adds transparency to business units, enhancing our operations.
Easy Setup with Powerful AI, Needs Smoother Implementation
What do you like best about the product?
I value Salesforce Service Cloud for its simplicity in setup and its ability to enable customers to self-serve through Experience Cloud. The ease of building new sites using the available web components is also impressive. Additionally, the AI functionality is a significant factor for me in considering future investments.
What do you dislike about the product?
I find that implementing Salesforce Service Cloud out of the box could be easier. Even though setting it up isn't difficult, enhancing the simplicity of implementation would be beneficial.
What problems is the product solving and how is that benefiting you?
I use the product to enable customer self-service and easily build new sites with Experience Cloud's web components.
Great Case Management Features
What do you like best about the product?
Case management an d self service portal
What do you dislike about the product?
Knowledge search optimization issues for multiple cases
What problems is the product solving and how is that benefiting you?
Seaech
Great Case Management Features
What do you like best about the product?
Service cloud portal and now agent force agents
What do you dislike about the product?
Omni channel and the complexity to setup case routing
What problems is the product solving and how is that benefiting you?
Ai
Great Automation Tools, But Lacking Innovation Compared to Agentforce
What do you like best about the product?
I love Web-to-Case, Service Console, and automation using Flows.
What do you dislike about the product?
Similar to Sales Cloud, I feel that innovation and new features are few for Service Cloud. Most of the shinny new features and highlights are on Agentforce.
What problems is the product solving and how is that benefiting you?
Service Cloud helps my company keep track of internal tickets and requests. Service Console gives users and managers everything that they need in one screen. Flows and other tools like macros, validation rules, formula fields automate processes and save our company precious time.
Great Experience with Service Cloud Voice
What do you like best about the product?
Service cloud voice is making customer support easy
What do you dislike about the product?
Integration with Genysys needs more enhancement
What problems is the product solving and how is that benefiting you?
Customer support for our client creating service of the future
Speeding Up Ticket Resolution
What do you like best about the product?
The ability to track the dispatching. Helps support staff close tickets faster
What do you dislike about the product?
There isn’t a native jira integration into the interface
What problems is the product solving and how is that benefiting you?
Helping our team handle the service cases and closing tickets quickly
Super Easy to Use—No Complaints!
What do you like best about the product?
It's so easy! It's built on top of Salescloud.
What do you dislike about the product?
Frankly, we are still not in a position for negative feedback. However, we wish some Service cloud features were native to every cloud.
What problems is the product solving and how is that benefiting you?
We still need to adopt good use cases of Service Cloud.
Service Cloud
What do you like best about the product?
I appreciate how the system allows you to personalize it through configuration options. This flexibility makes it easy to tailor the experience to your own preferences.
What do you dislike about the product?
There are many apps available, but at times they are not very intuitive to use.
What problems is the product solving and how is that benefiting you?
Providing a comprehensive customer 360 view is essential. This approach helps to gather and unify all relevant customer information, making it easier to understand and serve customers effectively.
Love SF!
What do you like best about the product?
Easy to build and iterate. The move to Agent force 360 has been a game changer.
What do you dislike about the product?
Sandbox refreshes. Our org is dealing with a lot of tech debt so not any issues with SF itself.
What problems is the product solving and how is that benefiting you?
Implemented a quality scorecard that massively increased the amount of data for customer insights.
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