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 service console providing all important information on single page
What do you like best about the product?
Service Cloud is a powerful tool for managing customer orders, offering real-time tracking and seamless communication across teams. Our customer service team especially appreciates the Service Console, which shows all the necessary data in the context of the current task they are working on
What do you dislike about the product?
We use it so heavily that some case assignment rules have become quite complex and are hard to maintain;)
What problems is the product solving and how is that benefiting you?
Service Cloud allows collaboration between different parties and teams around the world, reducing the time needed to resolve issues.
Great Service Solution
What do you like best about the product?
It offers Omni channel capabilities and is great for offering awesome customer communication
What do you dislike about the product?
The licencing model for adding 3party channels is sometimes tricky to understand
What problems is the product solving and how is that benefiting you?
Centralized communication, standardization in processes, KPI reporting
Service cloud to serve sales
What do you like best about the product?
The easiness in deploying a portal for customers to log their tickets
What do you dislike about the product?
There is no built in feature to allow customer to request eval licenses aside cases
What problems is the product solving and how is that benefiting you?
It allows queuing tickets that are then handled by humans. Before that we used emails.
Holistic Experience with Service Cloud
What do you like best about the product?
It's a holistic one stop shop for all service cloud related
What do you dislike about the product?
Not the platform itself but it needs a bit more adaption
What problems is the product solving and how is that benefiting you?
Business Operations
Improve customer service with Service Cloud
What do you like best about the product?
Utilizing out of the box features you can really improve your service offerings. You can gain value very quickly with features such as email to case, case routing, milestones and more.
What do you dislike about the product?
You need a qualified, dedicated admin to set it up
What problems is the product solving and how is that benefiting you?
Multiple channels to offer options to customers. Self-service knowledge capabilities to deflect cases. Leveraging case routing to get cases to the right CSR.
Great platform
What do you like best about the product?
It is on the same platform as Sales Cloud so we can see the entire customer journey and provide the best level of support.
What do you dislike about the product?
Change management is always difficult with end users
What problems is the product solving and how is that benefiting you?
Providing our agents with a seemless and automated service solution.
Service Cloud in the Aviation Industry
What do you like best about the product?
Service cloud is a great platform for centralising sales operations especially when you are across multiple jurisdictions with disjointed agents
What do you dislike about the product?
Service cloud today has some reporting limitations such as the calculation of AHT due to agents reopening cases
What problems is the product solving and how is that benefiting you?
It is solving the previous issues of when we had decentralised solutions
As a Technology manager
What do you like best about the product?
The functionality, ease of and integration capabilities
What do you dislike about the product?
Limitations on Configuration, excess need for additional development effort
What problems is the product solving and how is that benefiting you?
Efficient contact center Management
Managing Cases Easily
What do you like best about the product?
It provides a robust case management system, enabling teams to track, manage, and resolve customer issues efficiently. This ensures no case slips through the cracks and enhances customer satisfaction.
What do you dislike about the product?
At the moment, I don't have any particular complaints.
What problems is the product solving and how is that benefiting you?
We had many cases, but we were not able to grasp the situation of each one. At the same time, we were also unable to identify the issues with the product.
Case management processing for CSR
What do you like best about the product?
Case management and other tasks that can be tracked on service cloud. We manage several types of cases for different department.
What do you dislike about the product?
User license required for all users even with users who use less frequently
What problems is the product solving and how is that benefiting you?
Case management tracking
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