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.
Flexible Integration with a Steep Learning Curve
What do you like best about the product?
Service Cloud enables us to integrate smoothly with a range of different tools and can be tailored to suit various aspects of our business, all while preserving a consistent global framework.
What do you dislike about the product?
The learning curve can be quite steep, and it demands that we have experts and sufficient resources available who are prepared to delve deeply in order to make it effective for our users.
What problems is the product solving and how is that benefiting you?
How can we integrate our customer service and technical support to create a smooth, unified experience for our customers?
Great for Centralizing Customer Interactions, but Limited Global Voice Access
What do you like best about the product?
This tool enables us to bring together all our customer interactions from various platforms, including email, phone, live chat, and even WhatsApp.
What do you dislike about the product?
As a global organization, we have found that Service Cloud Voice does not currently provide access in every country. This limitation has been a challenge for our international operations.
What problems is the product solving and how is that benefiting you?
It has made it easier for us to track our interactions with members.
Efficient Request Management with No Complaints
What do you like best about the product?
It allows our organization to manage our internal and external requests in an organized reportable manner.
What do you dislike about the product?
Some of the interface is a bit outdated.
What problems is the product solving and how is that benefiting you?
It allows us to respond to cases efficiently and escalate to various different teams within our organization.
Great AI Insights for Service Teams, but Onboarding Is Challenging
What do you like best about the product?
I love the ability to augment my service team with AI insights and messages to make them more productive.
What do you dislike about the product?
I wish it was easier to get started. After long efforts to talk the company into adoption the program, it takes heavy investment in planning for startup and configuration
What problems is the product solving and how is that benefiting you?
We are looking to process patient authorization questions. We are hoping to get to an agent solution that allows our customers to fulfill a script completely.
Intuitive UI with Top-Tier Email Features
What do you like best about the product?
I enjoy the frequent updates to the Salesforce Service Cloud, which continuously improve the service console. The platform's intuitive AI UI allows my field service agents to quickly navigate and action cases, making tasks much more efficient. I find the email component particularly useful as it provides a comprehensive bird's eye view, enabling efficient communication with customers through email templates and macros. Additionally, the task features help us manage cases more effectively, and the supportive Salesforce system significantly aids in setup and troubleshooting. Overall, I find the service cloud to be highly beneficial in addressing and effectively handling customer complaints, contributing to enhanced customer satisfaction.
What do you dislike about the product?
I would just like more hands-on support to help me on the fly.
What problems is the product solving and how is that benefiting you?
I find the product enhances case management, enabling quicker resolution of customer complaints and supporting streamlined team operations using email templates and intuitive UI.
Great Support from Helpful Agents, No Dislikes So Far
What do you like best about the product?
The agents that help you is very user friendly
What do you dislike about the product?
I haven't seen anything i dislike at the moment
What problems is the product solving and how is that benefiting you?
Getting to ticket information faster and providing detailed insights
Great for Customer Communication, but Limited Internal Access Without Salesforce Licenses
What do you like best about the product?
The ability to have communication with our customers when something goes wrong.
What do you dislike about the product?
The accessibility to others in our organization that do not have Salesforce licenses
What problems is the product solving and how is that benefiting you?
Our experience with communication with our customers has been positive. We have found that maintaining clear and consistent communication helps us better understand their needs and provide improved service.
Absolutely Love It, No Complaints! Yep
What do you like best about the product?
Yes good product.. New releases are good ke
What do you dislike about the product?
Nope.. I don’t have any. thank you for all that you do
What problems is the product solving and how is that benefiting you?
Helps customers service.. reduce over all time
Flexible Maintenance Management, but Dispatcher Needs Improvement
What do you like best about the product?
We selected this solution due to the outstanding flexibility it provides in organizing and overseeing our technicians' maintenance tasks.
What do you dislike about the product?
We use it for field service, but I've found that the dispatcher feature isn't as well optimized or as flexible as the other parts of the system.
What problems is the product solving and how is that benefiting you?
Covers the entire maintenance cycle, whether it's scheduled or reactive.
Great for Automation and Teamwork, Needs Performance Improvements
What do you like best about the product?
Automatization, order and connected teams
What do you dislike about the product?
I guess that can improve the way the performance
What problems is the product solving and how is that benefiting you?
The way of distribution the team work
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