Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Finally able to give a total view in Salesforce
What do you like best about the product?
I like the ability to see all of our customers cases and opportunities in one place. The Einstein recommendations of Knowldege articles based off of case description has helped many of our customers help themselves.
What do you dislike about the product?
The milestone counter showing for our support techs. We also need to add automation to remind customers of cases in need of a response from them.
What problems is the product solving and how is that benefiting you?
Let's us give visibility on support usage to our CSM team to help leverage on renewals.
Great outside in demos
What do you like best about the product?
Cross industry gives us a good r&d pipeline vs industry specific solutions
What do you dislike about the product?
Implementation requires heavy salesforce skill set which is hard to build internally
What problems is the product solving and how is that benefiting you?
Great service excellence with minimal variation and high floor.
Promoting next best actions
Promoting next best actions
Fantastic product
What do you like best about the product?
This has really helped drive consistency across our organization and streamline our customer service process
What do you dislike about the product?
It required us to expand our internal licensing
What problems is the product solving and how is that benefiting you?
Individual and therefore inconsistent responses and responses times
Salesforce Service Cloud - Best in class
What do you like best about the product?
Automating our entire service process...
What do you dislike about the product?
Nothing really............................
What problems is the product solving and how is that benefiting you?
Ensuring our customers get the access they need
One of the best service cloud features out there in the market
What do you like best about the product?
Really amazing features.. especially with the Einstein capabilities
What do you dislike about the product?
Setting up can be challenging. Understanding my org requirements becomes key here
What problems is the product solving and how is that benefiting you?
Customer support
Great product!
What do you like best about the product?
Has all the bells and whistles, and seems like the Salesforce team has thought about most of the scenarios around servicing customers. Capable if becoming your single pane of glass for ticketing, cross selling, automation, dashboards and reports, analysis and so much more! Feature packed with a solve for most of your crm needs.
What do you dislike about the product?
There are sometimes areas where we need to get outside companies or APIs to help pull in data from external sources. I am sure there are connectors or other options to achieve that, but would be great it Salesforce could have a browser extension or inbuilt connector to overcome the data hurdle
What problems is the product solving and how is that benefiting you?
Automation, digitization of channels, deflection and cross selling
Organized. Efficient. Scalable.
What do you like best about the product?
In higher education, students interact with so many offices and departments and what I love about Service cloud is that it enables teams and the institution to bring all those interactions in one place to offer the best possible, contextualized, personal support to your constituents. Now work AI, the future of service seems limitless.
What do you dislike about the product?
like with any tools, service cloud is complex and requires a lot of thought and care to set up properly for teams to fully leverage the platform.
What problems is the product solving and how is that benefiting you?
Organizes all our engagement and conversations with our students in one place vs trapped in a silo'd outlook box and it also allows these interactions to be categorized so we can determine the pain points of our students.
Sleek & handy
What do you like best about the product?
The UI is the best amongst all other products.
What do you dislike about the product?
More tighter integration to Finance modules like SAP or Workday
What problems is the product solving and how is that benefiting you?
Its gives Business a very easy to large data & avility to run operations smoothly
Service Cloud
What do you like best about the product?
Ability to integrate or support into our sales platform for full customer views
What do you dislike about the product?
Push back on learning curve from support
What problems is the product solving and how is that benefiting you?
Connecting our support and sales departments so both departments can see what's going on with each customer
Case management using Service Cloud
What do you like best about the product?
Customer 360 degrees and personalized answers
What do you dislike about the product?
Email integration is improving over years
What problems is the product solving and how is that benefiting you?
Customer 360
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