Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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Email solution
What do you like best about the product?
Everything in one place is a big bonus to have
What do you dislike about the product?
Issue we are seeing is creating a process for incoming emails. Havin a solution that is scalable and forward email that are valid case emails into salesforce
What problems is the product solving and how is that benefiting you?
Having a place that houses all customer interactions is golden
Great product
What do you like best about the product?
Great support for customer service and customer support
What do you dislike about the product?
Depending on the specific context the license could not fit the custom business case
What problems is the product solving and how is that benefiting you?
Better customer experience and support
Service cloud success
What do you like best about the product?
I enjoy having the agent data in one seamless view. I also like the Omni channel routing options.
What do you dislike about the product?
So far I've enjoyed the features and haven't had an huge complaints.
What problems is the product solving and how is that benefiting you?
Helping us with case data for our customers
Service to a next level
What do you like best about the product?
By far the best things about service cloud are the built in tools but also the ability to extend those tools to implement custom business processes as needed.
What do you dislike about the product?
Can be a bit overwhelming for new end users and training is almost always a need.
What problems is the product solving and how is that benefiting you?
Customer success and management, allows agents to timely address key issues for customers.
Helps manage support cases and interactions
What do you like best about the product?
The ability to have many workflows through processes and have a lot of data on cases and relationships to other cases helps a lot.
What do you dislike about the product?
The user interface us a bit outdated and can be hard to use.
What problems is the product solving and how is that benefiting you?
It helps manage inbound customer support request and it's easy to see and track and respond.
Service Cloud
What do you like best about the product?
How I can configure all the scenarios to measure the response time and the configuration capabilities to trigger specific actions towards close a case
What do you dislike about the product?
One of the things I dindt like is the limited mobile app functionality
What problems is the product solving and how is that benefiting you?
Its helps with the claims management process of my customer support channels
Scales well
What do you like best about the product?
Is easy to use and it brings holistic view of customer from Sales cloud CRM. It scales well for multinationals that have a follow the sun model
What do you dislike about the product?
Could benefit from more out of the box templates for defect tracking and enhancement requests
What problems is the product solving and how is that benefiting you?
We provide customer technical support that help our customers adopt the product and yield higher renewals or upsell opportunities
Service Cloud integrations provide a more holistic view
What do you like best about the product?
I appreciate that integrating data from other Clouds helps provide a 360 view of our customers to provide better customer service.
What do you dislike about the product?
I dislike that it's not easy to use the legacy chatbot.
What problems is the product solving and how is that benefiting you?
Customer support for our customers is compiled in one place with good visibility for the team.
Leveraging next generation functionally today
What do you like best about the product?
My organization leverages ServiceCloud in conjunction with our contact centers to maximize efficiency
What do you dislike about the product?
Our biggest concern is license cost and latency issues. We continue to seek was to make strides on both
What problems is the product solving and how is that benefiting you?
Our integration between Service and Health Cloud is helping bring a full 360 view of our customers journey
Helped streamline internal help tickets
What do you like best about the product?
The ability to tailor services for our customer support teams and internal teams. This has made our teams more efficient and allowed our management to see where the main issues are
What do you dislike about the product?
Field service connected to calendar still needs work.
What problems is the product solving and how is that benefiting you?
Internal help desk
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