Agentforce Service
Salesforce, Inc.External reviews
7,031 reviews
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Service cloud review
What do you like best about the product?
Tracking metrics for continuous improvement, customer experience, email to case functionality
What do you dislike about the product?
Adoption and engagement, training for service teams
What problems is the product solving and how is that benefiting you?
Issue tracking, metrics for types of communication, team collaboration
Esay to configure
What do you like best about the product?
It is easy to configure with out code and I like that
What do you dislike about the product?
Some times there are to many options when you ned to give permissions you can do that in so many places
What problems is the product solving and how is that benefiting you?
It help our farmers to see all there milk data, and we have the overview of the farmers contracts etc
Solution and Follow-up on time for all our clients
What do you like best about the product?
Its omnichannel, flexibility and ease of use.
The ability to see everything that happens with the client at a glance of their contact form, which we can integrate several support desks into a single tool, which gives us the opportunity for a case to progress along the path of solution and all We can see the progress as well as communicate quickly if something gets stuck.
Complementing it with the ability to generate automation flows that allow us to send the response to the client as soon as the status of the case is resolved without forgetting that we can ask for feedback about the service through NPS or CSAT surveys, not only internal but also external to the company. platform.
The ability to see everything that happens with the client at a glance of their contact form, which we can integrate several support desks into a single tool, which gives us the opportunity for a case to progress along the path of solution and all We can see the progress as well as communicate quickly if something gets stuck.
Complementing it with the ability to generate automation flows that allow us to send the response to the client as soon as the status of the case is resolved without forgetting that we can ask for feedback about the service through NPS or CSAT surveys, not only internal but also external to the company. platform.
What do you dislike about the product?
The difficulty that I have found in creating response time or life cycle reports, since there is no template for this type of report that calculates the times, it is necessary to generate specific calculations that are sometimes not so easy to adjust so that the data be as specific as I need
What problems is the product solving and how is that benefiting you?
Avoid disorganization, avoid having dispersed data, avoid having different tools for a solution, reduce response times towards the end client who uses our services
Best way to tackle customers issue
What do you like best about the product?
Case, especially email to case and web to case so that we can support multi channel
What do you dislike about the product?
I would like to have more data suport to create report with case team
What problems is the product solving and how is that benefiting you?
Knowledge help us to manage clients issue and keep tracking versions
Useful app
What do you like best about the product?
Service Cloud is extremely useful for users who use chat or messaging. It's convenient because it allows users to resolve customer issues directly within Salesforce without having to search for the information separately.
What do you dislike about the product?
The Omni-Channel setup feels complex and difficult.
What problems is the product solving and how is that benefiting you?
It's great that I can manage chats and case creation all in one place within Salesforce, without having to handle chats separately. This way, I can easily see how much I've done and how much work is left.
Service cloud
What do you like best about the product?
I like Omni channel experience and email to case functionality
What do you dislike about the product?
I like everything in service cloud. All functionalities are good
What problems is the product solving and how is that benefiting you?
Enabling solving my customer problems in order
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
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