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.
Running back and front end with service cloud
What do you like best about the product?
Simple to use for configuration and developers alike. Pretty intuitive for our back end agents and a nice display in the front end.
What do you dislike about the product?
Sometimes to much code to customize to our specific needs
What problems is the product solving and how is that benefiting you?
It is helping a complex global organization to align in ways of working through specific flows that help align our ways of working.
Comprehensive Service Platform with Tons of Features
What do you like best about the product?
Salesforce Service is a very comprehensive platform that provides a wealth of features. I love the ability to create my own experience clous site for customers to interact with agents and find relevant knowledge.
What do you dislike about the product?
The platform is built on a sales platform, so some of the sharing rules and data access policies aren't as applicable for a service environment.
What problems is the product solving and how is that benefiting you?
Salesforce provides a way for our customers to self serve through knowledge search and then provide a platform for multiple teams to service different types of customers.
Service flexibility for employee success
What do you like best about the product?
The flexibility to create the functionality we need. At the same time, there is consistency in how things work.
What do you dislike about the product?
The GUI could be updated to be slicker. Reporting is challenging at times. Simple reporting requests are not an issue but more complex reports can be very challenging. My other complaints are really around how we implemented it.
What problems is the product solving and how is that benefiting you?
Organizing information relevant to a client's request. Tracking the timeliness of our responses. Building metrics for performance management and capacity planning.
Service Cloud - Game changer
What do you like best about the product?
Salesforce Service Cloud has been a game-changer for our customer service team! The platform offers a seamless experience, allowing us to handle customer inquiries more efficiently while delivering personalized support at scale.
What do you dislike about the product?
One downside, though, is the steep learning curve. While the platform is powerful, it can take some time for new users to get fully comfortable navigating all the features and settings. However, with some training and experience, this becomes less of a challenge.
What problems is the product solving and how is that benefiting you?
No problems
Dreamforce Case Management
What do you like best about the product?
Case Management with Omni channels is just awesome.
What do you dislike about the product?
Its extensive customization options can be overwhelming, and some find it challenging to navigate the interface efficiently.
What problems is the product solving and how is that benefiting you?
Ticket system and collaboration
Service cloud leads to better customer service
What do you like best about the product?
Service Cloud helps consolidate customer information and inquiries into reports you can use to Yes deflect calls.
What do you dislike about the product?
Not everyone likes the service console view
What problems is the product solving and how is that benefiting you?
We have used it to identify products repeatedly that are out of stock and requiring expedites, and added safety stock to reduce this.
Service cloud
What do you like best about the product?
Case management and full 360 view of customer
What do you dislike about the product?
Innovation in how we can address our customers going forward.
What problems is the product solving and how is that benefiting you?
Resolve call center issues faster
Its good specifically when you have to get things done quickly
What do you like best about the product?
How we can serve out customers.
Tickets are created automatically from web from email.
Agents can view a lot of info
Tickets are created automatically from web from email.
Agents can view a lot of info
What do you dislike about the product?
CTI should be internally and not 3rd party
What problems is the product solving and how is that benefiting you?
By creating records kn salesforce
Great
What do you like best about the product?
Getting insights to help personalize customer experience.
What do you dislike about the product?
Not being able to have tags assigned to contacts.
What problems is the product solving and how is that benefiting you?
Non profit
Service cloud enables us to support our customers
What do you like best about the product?
Offers a platform to standardize customer complaints
What do you dislike about the product?
Requires large support structure to maintain and enhance for a global organization
What problems is the product solving and how is that benefiting you?
Allowing us to standardize support
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