Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great solution that our agents love
What do you like best about the product?
Intuitive, users like it, metrics help us improve
What do you dislike about the product?
Nothing really, give it to us for free???
What problems is the product solving and how is that benefiting you?
Supporting our agents to service our customers
Its awesome and we used from 12 years
What do you like best about the product?
Agent console and omni sales are awesome
What do you dislike about the product?
Case and omni channel routing is the best
What problems is the product solving and how is that benefiting you?
All manual works
Game Changer
What do you like best about the product?
It is so easy to deliver top notch cuatomer service
What do you dislike about the product?
Nothing! I ansolutely love it it integrates with all of our needs.
What problems is the product solving and how is that benefiting you?
Asset management and employee engagaement
Powerful customer service and support platform
What do you like best about the product?
The out of the box case management tool is more than enough to spin up any kind of customer service tools across all industries. Incorporating tools like omni-channel, knowledge base and flows gives a seamless experience to our customers support application.
What do you dislike about the product?
Certainl Add-on products around the service cloud space like omni channel end up adding cost quickly and consultants like us have quite some challengs to pitch in these ideas to our business partners
What problems is the product solving and how is that benefiting you?
We have service cloud implemented as a round-the-clock support application for our dealers / customers. With the recent knowledge base implementation we have solved the problem of reducing the agents time as they can get instant access to the article related to the case.
Great product
What do you like best about the product?
It's usability and easy to use for first timers
What do you dislike about the product?
It's expensive for a smb but ok for a little larger customer
What problems is the product solving and how is that benefiting you?
Well it's solves a lot of dispach and customer focused
Salesforce Service Cloud
What do you like best about the product?
I like the flexibility available in setting up the lightning service console, which allows us to see customer information along with case specific information.
What do you dislike about the product?
There are some limitations with using Knowledge when transitioning from Classic to Lightning. There is good information available to help navigate these limitations but it is time consuming to work around some of them.
What problems is the product solving and how is that benefiting you?
Our agents use Service Cloud to address customer and dealer inquiries. The ease of use has enabled us to significantly lower time spent working cases which means more cases being closed by the same amount of agents.
Service cloud review
What do you like best about the product?
Case management, omni channel, knowledge management
What do you dislike about the product?
Mobile experience for services cloud users
What problems is the product solving and how is that benefiting you?
Helping us to tackle service requests actoss multiple channels
Super charge customer support
What do you like best about the product?
Tracking cuatomer needs and issues. It helps both improve service on issues and develop new features to meet gaps in service
What do you dislike about the product?
The case duplication Is hard to identify.
What problems is the product solving and how is that benefiting you?
Overall customer service issue tracking and resolution
Service Cloud has been a intuitive way to implement Case Management
What do you like best about the product?
The different channels where customer can have inquires is very is easy to implement. Whether its using email to case for emails, or omni channel for chat inquires or calls coming in. There's is a lot of structure and out of the box functionality to help you implement different requirements quickly, such as as entitlements and milestones and Omni channel.
What do you dislike about the product?
There are some features especially around notifications to Customer on Cases that require a custom solution due limited outbof the box functionality. E.g. digest emails for community users hasn't been implemented.
What problems is the product solving and how is that benefiting you?
The ability to allow customer to self serve and create Cases and view articles, and get updates on releases through a experience cloud.
Good customer experience for logging pre sales issues
What do you like best about the product?
Ease of creating multiple layouts and list views
What do you dislike about the product?
Customers unable to create new reports on the community
What problems is the product solving and how is that benefiting you?
Knowledge articles and issue logging
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