Best platform for servicing customers with various channels
May 09, 2025

Best platform for servicing customers with various channels

Punnareddy Pallerla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Unlimited

Overall Satisfaction with Salesforce Service Cloud

We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent, lightning record pages for single view , Queues , Skill based routing and proving the services for the products we sold under sales cloud in Airline industry

Pros

  • Email to case
  • Web to case
  • Queue, Public groups
  • Reports and dashboards

Cons

  • Cage age fields calculations
  • Service console view
  • Live chat enhancements
  • Improved our business with best service support by growing the sales
  • Reporting
  • Live chats
We are using Salesforce Service Cloud from last 5 years it is very useful in handling the cases, accounts, contacts for service, with the good service our sales growth has increased a lot. reporting structure is very good as we have many types of reports creation and scheduling those as per the need of users
Best user interface and advanced features, easy to implement and best licensed

Do you think Salesforce Agentforce Service delivers good value for the price?

Yes

Are you happy with Salesforce Agentforce Service's feature set?

Yes

Did Salesforce Agentforce Service live up to sales and marketing promises?

Yes

Did implementation of Salesforce Agentforce Service go as expected?

Yes

Would you buy Salesforce Agentforce Service again?

Yes

For Service center application to provide the service for the sold products, Reporting is very helpable for leader ship to track the sales and growth, Live chat agents helps the end customers or users to solve the problems in very quick time, knowledge articles also helps a lot. there are many features for service industry products

Salesforce Agentforce Service Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
7
Ticket creation and submission
7
Ticket response
9
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.6
Customer portal
8
IVR
9
Social integration
8
Email support
9
Help Desk CRM integration
9

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