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 for Organization, but Features Can Be Confusing
What do you like best about the product?
It helps us keep all our information well-organized and easy to access.
What do you dislike about the product?
Sometimes, it can be difficult to figure out which feature is the most appropriate to use.
What problems is the product solving and how is that benefiting you?
Having access to the history of member interactions is valuable. It allows me to better understand past communications and track ongoing conversations, which helps in managing relationships more effectively.
Great for Building Cases and Managing Queues—Really Enjoying the Product
What do you like best about the product?
Ability the ability to build case and build queues and assign to team members
What do you dislike about the product?
Nothing to note so far. Really enjoying product.
What problems is the product solving and how is that benefiting you?
Nothing to note really enjoying the Product
Great CTI and Omnichannel Features, No Complaints
What do you like best about the product?
Cti, omnichannel, and other interesting thinkgs
What do you dislike about the product?
Nothinching in especial, may be the price of licences
What problems is the product solving and how is that benefiting you?
No problems at all
Easy Case Assignment, But Extra Costs for More Salesforce Features
What do you like best about the product?
It has case assignment rules that make it easy to assign cases.
What do you dislike about the product?
We need to pay extra for more features in salesforce.
What problems is the product solving and how is that benefiting you?
User issues are easy to solve via cases.
Efficient Omnichannel, Challenging Configuration
What do you like best about the product?
I appreciate the omnichannel capability that Salesforce Service Cloud offers, as it allows us to serve all our customers on a single platform, centralizing the entire process. Once configured, the system is very easy to use, which has improved efficiency in the call center department.
What do you dislike about the product?
The configuration of Salesforce Service Cloud was very difficult and problematic, as there was a lot of struggle to find a good partner in Mexico, which resulted in the loss of an entire year just in configuration. Additionally, it was complicated to set up the call center users and understand what was feasible to do and what was not. This initial challenge reflects the need for a more user-friendly setup.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to achieve omnichannel capabilities in the call center, consolidating customer service on a single platform and improving efficiency. Once set up, it is very easy to use.
All-in-One Convenience, but Stakeholder Management Needs Improvement
What do you like best about the product?
Everything you need is available in one place, which makes life feel more intuitive.
What do you dislike about the product?
Managing stakeholders and their expectations can be quite challenging.
What problems is the product solving and how is that benefiting you?
This tool really simplifies things for our advisors, making their work much more manageable.
Great Multi-Channel Support, But Needs Better Rep Training
What do you like best about the product?
The multi-channel support that’s all connected
What do you dislike about the product?
That reps don’t always know how to use certain things it supports
What problems is the product solving and how is that benefiting you?
Live chat is huge for us
Great Customizability to Fit Business Needs
What do you like best about the product?
Customizability that can be achieved to meet specific business needs
What do you dislike about the product?
Omni Channel routing engine and Enhanced Chat inestability
What problems is the product solving and how is that benefiting you?
Provide support to internal customers with everyday processes
Fast and Personalized Support with Sales Service Cloud
What do you like best about the product?
The best service about sales service cloud is to deliver fast and personalised customer support
What do you dislike about the product?
Its high cost and licensing is difficult
What problems is the product solving and how is that benefiting you?
Faster and efficient customer support
Great Case Management Features
What do you like best about the product?
Case management features are great. Can create several routing rules
What do you dislike about the product?
Not very customizable; stricter structure
What problems is the product solving and how is that benefiting you?
It helps us route cases to the right teams
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