Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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External reviews are not included in the AWS star rating for the product.
Overall Service Experience
What do you like best about the product?
The multitasking features, it allows users to handle more than one case at a time.
What do you dislike about the product?
The limited options to prevent over work, we have to customize a lot to fit our use cases.
What problems is the product solving and how is that benefiting you?
Efficiency and allows more calls per car
Elevate customer experience with Service Cloud
What do you like best about the product?
I like how we can integrate multiple channels including social media and WhatsApp for an effective Omnichannel customer experience
What do you dislike about the product?
Not a dislike, but more a limitation in identifying existing accounts with social handles.
What problems is the product solving and how is that benefiting you?
Identifying product complaints quickly and helping our quality team investigate and resolve issues fast
Service Cloud increased efficiency in our call center
What do you like best about the product?
The system recognizes the phone number that is calling and brings up all relevant info for the customer.
What do you dislike about the product?
Our call center creates a lot of duplicate person accounts.
What problems is the product solving and how is that benefiting you?
Serve cloud provides full visibility of the customer journey making it easy to serve our families.
Good tool with massive customization
What do you like best about the product?
The integrations available for service cloud is a tremendous advantage when aligning multiple tools under your main crm
What do you dislike about the product?
The learning curve can be rather steep with a tool made to be as customizeable as possible.
What problems is the product solving and how is that benefiting you?
Speed on customer solutions
Awesome experience with Service Cloud
What do you like best about the product?
Case management
Case classification
Case wrap
Case classification
Case wrap
What do you dislike about the product?
Ability to identify repeatable tasks could be improved
What problems is the product solving and how is that benefiting you?
Case management
Case features
What do you like best about the product?
Case automation and reporting is nice and user friendly
What do you dislike about the product?
Bring incident and service requests and other itsm capabilities
What problems is the product solving and how is that benefiting you?
Case and service
Awesome Service Platform
What do you like best about the product?
Enables my support agents to do the most incredible responsive job to make sure all our customers get their issues resolved superfast
What do you dislike about the product?
When we first got started on boarding with Critch tricky
What problems is the product solving and how is that benefiting you?
Neighbours asked to integrate all our support and sales information in one place that we have a really complete view of our customers
Salesforce Service Cloud
What do you like best about the product?
What I like best about Salesforce Service Cloud is its comprehensive suite of features that significantly enhance customer service operations. The platform’s omni-channel support allows seamless integration across various communication channels like email, social media, and live chat, ensuring that customers can reach out through their preferred mediumAd1.
Additionally, the automation capabilities streamline workflows and reduce manual tasks, which boosts the efficiency of our support team2. The real-time analytics and reporting tools provide valuable insights into customer interactions and team performance, enabling us to make data-driven decisions and continuously improve our service3.
Moreover, the customizable dashboards and role-based permissions ensure that each team member has access to the information they need, tailored to their specific roleAd1. Overall, Salesforce Service Cloud empowers us to deliver exceptional customer experiences and maintain high levels of customer satisfaction.
Additionally, the automation capabilities streamline workflows and reduce manual tasks, which boosts the efficiency of our support team2. The real-time analytics and reporting tools provide valuable insights into customer interactions and team performance, enabling us to make data-driven decisions and continuously improve our service3.
Moreover, the customizable dashboards and role-based permissions ensure that each team member has access to the information they need, tailored to their specific roleAd1. Overall, Salesforce Service Cloud empowers us to deliver exceptional customer experiences and maintain high levels of customer satisfaction.
What do you dislike about the product?
It can be time consuming to get set up perfectly
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several key challenges in customer service. It centralizes customer interactions across multiple channels, ensuring consistent and efficient communication1. The platform’s automation features streamline repetitive tasks, allowing our team to focus on more complex issues2. Additionally, the real-time analytics provide insights into customer behavior and service performance, helping us make data-driven decisions to improve overall customer satisfaction1. These capabilities have significantly enhanced our operational efficiency and customer experience
Amazing experience using Service Cloud so far
What do you like best about the product?
It has been an amazing journey for us. It is seamless and help us integrate with our other platforms in every possible way
What do you dislike about the product?
It's good, no complaints so far, plus we have updates every 4 months and we are getting better and better
What problems is the product solving and how is that benefiting you?
Contacting our customers is a breeze now
Less hassale more service
Less hassale more service
Great experience with new implementation
What do you like best about the product?
Service cloud has easily allowed out agents to streamline their day to day work by putting all of their current processes within service cloud. Instead of using multiple systems they can now stay in one app. Managing the workload has never been easier as well as omnichannell allows for greater autonomy while still allowing managers easy access to balance workloads.
What do you dislike about the product?
One issue we've run into is user acceptance based on the UI. The tab structure took our agents a while to get used to.
What problems is the product solving and how is that benefiting you?
Our key issue was reporting and workload management. Omni channel has been a great help in that regard and by moving our processes into service cloud, we can now report on KPI metrics and add them to existing dadhboards.
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