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.
Efficient Omni-Channel Support, but Custom Channel Integration Needs Improvement
What do you like best about the product?
What I appreciate most about Some Cloud is its Omni channel services. With this feature, I can connect a variety of different channels to a single, centralized platform. This allows me to receive messages from all these sources in one dashboard, making it much easier for my customer support representatives to manage communications. They can handle everything from one place, including case management and other tasks, and everything is managed seamlessly.
What do you dislike about the product?
I understand that currently there are several standard channels available for integration in the platform, but in my experience, adding a custom channel is somewhat complicated and involves many different steps. There isn't a UI form to easily add a custom channel, so I hope this feature will be included in Service Cloud in the near future.
What problems is the product solving and how is that benefiting you?
I primarily use a service cloud for customer support services across various clients, which helps manage different cases and track issues efficiently. So far, it has been working really well.
Great Fit and Ease of Use, but UX Can Be Confusing
What do you like best about the product?
Easy and overall fit for purpose and there is clear interface
What do you dislike about the product?
Sometimes is not clear the UX as a new user
What problems is the product solving and how is that benefiting you?
Provide CX to our customers
Intuitive for CSM Needs, but Requires More Customization Than Sales Cloud
What do you like best about the product?
It’s intuitive to see and helps our CSM needs
What do you dislike about the product?
It needs to be customized more than Sales cloud, in our experience
What problems is the product solving and how is that benefiting you?
It’s helping us manage our customers and their needs. It’s used by our teams to check on customer needs
Mixed Feelings: Intuitive Yet Not Quite Intuitive
What do you like best about the product?
Intutive. But still needs lot of changes.
What do you dislike about the product?
Not really intuitive. It has to be user friendly.
What problems is the product solving and how is that benefiting you?
I’m just starting to use. Will confirm soon.
Great for Logging Cases, But Lacks Insurance Policy Management
What do you like best about the product?
Allows us to log cases and track complaints
What do you dislike about the product?
No insurance policy management for us to use
What problems is the product solving and how is that benefiting you?
Complaint management
Great for Tracking Service Activities, But Reporting Tools Need Improvement
What do you like best about the product?
Ability to track and report all service activities
What do you dislike about the product?
Our reporting tools aren’t great. Need integration with tableau
What problems is the product solving and how is that benefiting you?
Tracking instrument repairs and time to close
Effortless Setup, Enhances Team Efficiency
What do you like best about the product?
I find Salesforce Service Cloud easy to set up, which facilitated a smooth start for our team. I appreciate its efficient team management capabilities, enabling us to track tasks and streamline agent workflows, ultimately enhancing customer service delivery. The contact center features, allowing customer communication through email and text messaging, are particularly useful in our operations.
What do you dislike about the product?
I dislike the limited out-of-the-box solutions available for specific industries.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to efficiently manage my customer service team, track tasks, and quickly handle customer cases.
Great Task Management and Channel Flexibility, but CTI Voice Issues
What do you like best about the product?
You have the ability to manage call center agents' tasks with a high level of granularity, and you can also enable various contact channels as needed.
What do you dislike about the product?
At times, the service's voice CTI transcoding does not function as well as expected.
What problems is the product solving and how is that benefiting you?
Reduce time resolution
Great Case Management, But Email Integration Needs Improvement
What do you like best about the product?
We use case management for internal and field support case for implementation, presale support and customer support
What do you dislike about the product?
How to manage email to case better so that they are saved in the unique case
What problems is the product solving and how is that benefiting you?
Handling sales support
Effortless Efficiency with Salesforce Service Cloud
What do you like best about the product?
I find the support and onboarding features exceptional, making our transition smooth. The onboarding process was easy, which reflects Salesforce's commitment to user-friendly experiences. Service Cloud enhances efficiency by providing real-time updates, allowing us to help injured workers return to work faster and save lives, which is invaluable. The overall platform is impressive in its ability to address our organizational needs effectively.
What do you dislike about the product?
I dislike the restrictions within Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud increases efficiency and provides real-time updates, enabling faster resolution for injured workers and saving customers' lives.
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