Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Excelent!
What do you like best about the product?
Onmichannel, cases, easier, practice and real time
What do you dislike about the product?
Nothing, its a great tool
I think it is perfect
I think it is perfect
What problems is the product solving and how is that benefiting you?
Customer success
Service Cloud centralized our CS team!
What do you like best about the product?
I love the Omni-channel functionality that allows our reps to work seamlessly across channels and work hundreds of cases per day!
What do you dislike about the product?
I really dislike the auto-opening functionality that is not customizable to turn off! We want to auto accept cases, but not always auto-open.
What problems is the product solving and how is that benefiting you?
Centralizing channels into Salesforce. This creates less channels for me as the Admin to manage - it's all in one place in Salesforce!
Service cloud is a great space to manage a client interactions and see a 360 view of our clients
What do you like best about the product?
Love the ease of seeing the client and reporting options to track interactions. The bot has been great in answering easy questions and freeing up our agents for higher value interactions with our clients.
What do you dislike about the product?
It is hard to set up features sometimes without a lot of discovery.
What problems is the product solving and how is that benefiting you?
Our self service is saving 50% of agent chat cases.
Great Customer Experience
What do you like best about the product?
The way that a case can be created and how seamlessly it is integrated within the crm in a single application has helped the users and business a lpt in solving the cases faster
What do you dislike about the product?
If there is way to reroute cases other than using case routing rules and even in case routing rules if we can refer to other child object details it would be great.
What problems is the product solving and how is that benefiting you?
The standard one and also the capability of integrations.
Business Analyst
What do you like best about the product?
The ability for reps to have access to information to help customers.
What do you dislike about the product?
A little confusing between FSL and Sercice Cloud.
What problems is the product solving and how is that benefiting you?
Combination of information into one system.
Service Cloud is a must
What do you like best about the product?
Service cloud allows our agents to easily maintain all cases related to our customers and manage issues related to their travelers. It's a one stop shop
What do you dislike about the product?
There have been no downsides or issues experienced
What problems is the product solving and how is that benefiting you?
Issues related to customer travel
So Powerful!
What do you like best about the product?
The best way to sum up what is good about Service Cloud is the metaphor of "Single pane of glass*. Having access to all our customers data, from multiple systems, and presenting it in one UI is so powerful.
What do you dislike about the product?
Sometimes integration to external systems is not as easy as I would like.
What problems is the product solving and how is that benefiting you?
Solving agent swivel chair, and with data cloud and AI, we are automating many repetitive agent actions.
Fast build case management platform
What do you like best about the product?
Case management process with task and activities
What do you dislike about the product?
Some limitation on out of box case management
What problems is the product solving and how is that benefiting you?
We are currently implementing complaints and it is helping to build customer 360 view at one place
Best Flexible CRM Solution
What do you like best about the product?
How easily configurable the platform is, with product offerings such as Omni supervisor being well thought out and improved upon as years go on. Something as small as configurable visibility to allow large call centers to limit agent visibility on a potentially large dashboard.
What do you dislike about the product?
Being built on salesforce core platform means there are certain aspects of service cloud that feel antiquated especially with the migration to lightning.
What problems is the product solving and how is that benefiting you?
Being able to integrate and cover so many aspects of the call center allows for the teams to centralize their daily actions all within Service Cloud.
Problem?… Solved.
What do you like best about the product?
Service cloud provides a base and core functionality to provide customer service. From there customers can extend what is captured on the cases, how they are managed and how solutions provided.
What do you dislike about the product?
There isn't a fully extensible data driven way to manage different types of cases. For example you would want to capture different data points for order issues than for product issues. If you sell 200 product line and have different data points to capture for product line the case object becomes a mess
What problems is the product solving and how is that benefiting you?
It captures the medical device complaint.
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