Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Unified Customer View, But Steep Learning Curve
What do you like best about the product?
This platform brings together all customer interactions and history into one unified space, removing data silos and giving agents a comprehensive view of the entire customer journey.
What do you dislike about the product?
Users need to invest a considerable amount of time in training before they can become truly proficient.
What problems is the product solving and how is that benefiting you?
Previously, manual processes and disconnected systems caused delays in resolving customer issues, but these problems have now been addressed.
Great Channel Variety, but Messaging Session Is Overly Complex
What do you like best about the product?
The wide range of channels available makes it fantastic for setting up support across all of them.
What do you dislike about the product?
It seems too complex, especially the messaging session
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues for our client
Intuitive Platform, but Cloud Limitations for Some Use Cases
What do you like best about the product?
The platform is highly intuitive, making it easy for Service users to carry out their responsibilities.
What do you dislike about the product?
There are occasions when the cloud does not fully address our company's requirements.
What problems is the product solving and how is that benefiting you?
The case management feature is useful and helps keep everything organized. It makes handling cases more efficient and straightforward.
Useful Email and Quote to Case Features, Yet to Explore More
What do you like best about the product?
I have used the email to case feature, as well as the quote to case functionality.
What do you dislike about the product?
Currently havent explored service cloud that much
What problems is the product solving and how is that benefiting you?
Easier to solve customer end issues and raise case
Boosts Efficiency and Accuracy with a Smooth User Experience
What do you like best about the product?
Increased efficiency in everyday tasks, improved accuracy, better data integrity, advanced audit trails, better user experience and fewer clicks and steps
What do you dislike about the product?
Just started using it and so good so far
What problems is the product solving and how is that benefiting you?
Customer feedback, NPS, CSAT
Great for Team Collaboration, but Layout Differences Stand Out
What do you like best about the product?
It helps bridge our service and sales teams, allowing us to serve our customers more effectively.
What do you dislike about the product?
Differences in layouts from other platforms
What problems is the product solving and how is that benefiting you?
The issue resolution data is helpful for improving the customer experience.
Great Enterprise Features, but Setup Can Be Challenging
What do you like best about the product?
The built in functionality for enterprise
What do you dislike about the product?
The initial setup that could get little bit challenging
What problems is the product solving and how is that benefiting you?
The customer engagement
Boosted Efficiency and Productivity with Real-Time Insights
What do you like best about the product?
Increased efficiency and productivity through process automation and realtime insights
What do you dislike about the product?
Cost, learning curve and complex for small and simple use cases
What problems is the product solving and how is that benefiting you?
Resolves common sales challenges by centralizing information and automating tasks
Service Cloud: Excellent Tool for Contact Centre Responses
What do you like best about the product?
service cloud helps with contact centre responses
What do you dislike about the product?
nothing - it’s a great tool to have for the org
What problems is the product solving and how is that benefiting you?
it helps resolve friction between customer and the org
Great Case Lifecycle Tracking, No Dislikes
What do you like best about the product?
I like the ability to track the case lifecycle.
What do you dislike about the product?
I honestly dont have a case that I dislike.
What problems is the product solving and how is that benefiting you?
It helps us manage our quality control issues by using cases.
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