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.
Great Integration and AI Tools, but Needs Better Workforce Management Features
What do you like best about the product?
Interconnectivity between other SFDC products. Need to end visibility of data to help improve the customer experience. Ability to leverage existing AI tools to make the employee experience raiser. As well as access to a wide array of third party applications which can compliment your individual need.
What do you dislike about the product?
I have not found many options to leverage workforce management tools to boost productivity and provide insight into agent utilisation. Additionally, I would like to be able to measure response rates for all email interactions, not just first response and full case cycle time.
What problems is the product solving and how is that benefiting you?
Visibility into customer communications and our ability to service customers more seamlessly. We leverage customer touch points and voice of customer pillars to then drive improvements and prioritise projects which matter most to the customer.
Efficient Centralization with Salesforce Service Cloud
What do you like best about the product?
I appreciate the centralization of information in a single system, which greatly facilitates customer service by having the entire case history in one place. The simplicity of Salesforce is fundamental, making it easy to use, and Trailerhead is a valuable resource. The migration was smooth and had no complications for my team. I like the integration with other clouds such as Financial Service Cloud, Marketing Cloud, and Tableau, which enhances digital engagement. I believe these features increase my efficiency in customer service.
What do you dislike about the product?
I think the price could be a little lower to make the tool viable for smaller businesses and companies. Currently, it is not possible for smaller companies to scale with the current cost.
What problems is the product solving and how is that benefiting you?
I centralize information in a single system, facilitating customer service by quickly accessing the complete history of occurrences.
Great Platform Integration, but Data Duplication Issues
What do you like best about the product?
I appreciate the integration available across different platforms, as well as the potential for omnichannel support.
What do you dislike about the product?
The data is clean, but there are still duplicated entries, which makes it difficult to identify and correct them.
What problems is the product solving and how is that benefiting you?
The unified dashboard brings all customer information together in one place, making it easy to follow up and provide service.
Intuitive and Innovative Salesforce with great Support and Learning Resources
What do you like best about the product?
I appreciate how intuitive and innovative Salesforce is for both admins and users, making it easy to navigate and manage. I also value how accessible Trailheads are for learning and how responsive and supportive our account manager has been.
What do you dislike about the product?
There isn’t anything I really dislike about Salesforce!
What problems is the product solving and how is that benefiting you?
Salesforce is our CRM
Salesforce Service Cloud
What do you like best about the product?
Salesforce service cloud is really helpful in providing services to customers
What do you dislike about the product?
Nothing specific and no dislikes. Need better analytics
What problems is the product solving and how is that benefiting you?
Customer related queries
User-Friendly Service Cloud for Field Technicians, but Lighter on Task Monitoring
What do you like best about the product?
Service Cloud is very user-friendly, making it simple for field technicians to check customer locations. Additionally, field agents can easily assign a task to any pool field service engineers, whether it is pending, in progress, or completed.
What do you dislike about the product?
In my opinion, Field service technician doesn't require as much effort as other platforms that handle ticketing systems and task monitoring. It seems less demanding in terms of workload compared to those alternatives.
What problems is the product solving and how is that benefiting you?
For the past decade, I've had to manually search and organize everything myself, and there is still no tracking available for any of the filter-based tasks. This means I end up handling each ticket on my own without any assistance.
Easy to Use with Excellent Customer Support
What do you like best about the product?
Ease of use. Great customer support. I always enjoy using it.
What do you dislike about the product?
N/A. I don’t have any issues with sales force service cloud.
What problems is the product solving and how is that benefiting you?
Help desk tickets
Great for Centralizing Customer Interactions and Tracking Trends
What do you like best about the product?
Having all our customer interactions centralized in one place, along with the capability to generate reports and observe trends, is truly fantastic.
What do you dislike about the product?
The main challenge we face is getting users to adopt changes or new tools. This continues to be our biggest obstacle.
What problems is the product solving and how is that benefiting you?
One major issue that Service Cloud addresses is the challenge of coordinating work and communication among team members who may be spread out or working separately. It helps bring together efforts and streamlines collaboration between different individuals.
Efficient Operations for Advisors, but Process Can Be Slow
What do you like best about the product?
Great operations process for our advisors
What do you dislike about the product?
Process can be slow and advisors get frustrated
What problems is the product solving and how is that benefiting you?
Helping with our customer care process
Quick Start for Contact Centers, but High License Costs
What do you like best about the product?
We can start contact center business so fast and cleaver
What do you dislike about the product?
Licenses high but actually I do not have dislike things.
What problems is the product solving and how is that benefiting you?
Even small companies can start using it which is a same business functionality of enterprise companies
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