Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Great product
What do you like best about the product?
Its helpful in providing a holistic view
What do you dislike about the product?
Its expensive with all the different licenses
What problems is the product solving and how is that benefiting you?
Providing customer contacts to see touchpoints
Service cloud allows us to reduce customer churn.
What do you like best about the product?
As an agent, it is valid to manage Cases well and to have good visibility of the support levels that can be provided to the user. As a team manager, I see the response time and the type of Case being handled. As upper management, I am able to forecast resources in the short and medium term based on the history of Cases. The integration with our softphone has allowed us to better see which client is calling for support.
What do you dislike about the product?
I would like Oknichannel to be available on mobile as well.
What problems is the product solving and how is that benefiting you?
We are able to respond to users' cases according to their type of rights. We have better visibility of the types of requests.
SFDC Administrator
What do you like best about the product?
One thing I enjoy about service cloud is the customization available for the case object and all processes related to cases.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
What do you dislike about the product?
One thing I dislike is that not all case fields can be removed from page layouts. For example, for some teams the priority of the cases is the same across all records. As such, we do not need the Priority field to be displayed to them.
What problems is the product solving and how is that benefiting you?
Service cloud allows us to address customer requests that come into our SaveDesk and Help Desk teams. We are able to do this in an organized and reportable way, which is a huge benefit to our organization.
Service cloud journry
What do you like best about the product?
This is so helpful for service use case. Sales dialer , case classification features are best .
What do you dislike about the product?
I do not feel any experience like this yet
What problems is the product solving and how is that benefiting you?
Case classification and customer service management
Service Cloud is the best Case Management platform. Period.
What do you like best about the product?
Is super easy to implement great solutions to make our customers life easier.
The case management scalability is awesome and super flexible.
The case management scalability is awesome and super flexible.
What do you dislike about the product?
Nothing really, is awesome. Maybe just about the license fee is high for LATAM region
What problems is the product solving and how is that benefiting you?
We are supporting internal requests, vendors, providers and producers in 19 countries in LATAM and USA.
We are able to support Web2Case, Email2Case, SMS/Whatsapp/Chat/CallCenter 2Case using Omnichannel and Service Console
We are able to support Web2Case, Email2Case, SMS/Whatsapp/Chat/CallCenter 2Case using Omnichannel and Service Console
Helping LATAM software support
What do you like best about the product?
Its really friendly UX for our agents. We can also connect with all our clients data to delivery a powerfull experience.
What do you dislike about the product?
It's take a while to get new features in other languages than english. Einstein gpt for exemplo.
What problems is the product solving and how is that benefiting you?
We use as CRM and connect all channels in the same Page, giving a 360 view of the service.
Guiding patients to therapy quickly
What do you like best about the product?
It's allows us to connect our patients to their therapies quicker. Integrating with JCP, Payers and more seamlessly.
What do you dislike about the product?
Enhancing "legacy" design to updated optimized ways within the platform quickly against growing demand.
What problems is the product solving and how is that benefiting you?
Connecting patients, HCP, Payers, and its data all in one location.
Intuitive and efficient U
What do you like best about the product?
Intuitive and easy to use user interface, dynamic forms showing contextual information and complete 360 view of previous interactions with the customer.
I also like that tabs are grouped under account in sales console.
I also like that tabs are grouped under account in sales console.
What do you dislike about the product?
Maybe it would be nice to have better path component that is showing different statuses depending where you are in case resolution e.g. reopen should not be visible for new case that previously wasn't saved.
What problems is the product solving and how is that benefiting you?
Efficient Customer complaint management
Our team loves the flexibility of Service Cloud
What do you like best about the product?
Our teams really appreciate the high level of customization we can achieve with Sales Cloud. Especially how we can connect to customer data and use managed packages like Sinergify to connect with our development teams who use other tools.
What do you dislike about the product?
We really like it. We don't have things we dislike.
What problems is the product solving and how is that benefiting you?
It facilitates solving our customers' concerns.
Amazing product
What do you like best about the product?
Our field service team is a great asset and it's bringing the attention to them
What do you dislike about the product?
Integration always takes time it's the same with every product
What problems is the product solving and how is that benefiting you?
Gaining insight from our field service team
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