Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Best Service Platform ever
What do you like best about the product?
Omnichannel platform on top of AI powered infrastructure
What do you dislike about the product?
Can feel expensive at times if you are not using all the features
What problems is the product solving and how is that benefiting you?
Member services experience and case handling time with integrated knowledge base
All in one
What do you like best about the product?
What has been most helpful is how salesforce service cloud pulls everything into one place for my agents!!! It has made work efficiency increase SLA decrease and requires less man power saving the company hundreds of thousand dollars each year! I am super excited for agentforce to launch!
What do you dislike about the product?
I can't think of any downside to salesforce! I think there are opportunities maybe for agents there could be videos job aids etc on their dashboard to keep them in the know to what they can do within the program especially with AI and the same for leaders such as myself we could have the same thing but with info for us!
What problems is the product solving and how is that benefiting you?
Salesforce service cloud currently sends out our emails for escalated cases which prevents agent error and also keeps the emails on time for the escalations, it also helps agents schedule appointments for clients in office, it houses our knowledge articles for the agents, for me it also pulls data reports which help me upscale my role and provide data to my executive team
Selfservice
What do you like best about the product?
Easiness to find, record and track customer interactions, help assisting CST
What do you dislike about the product?
That field service sells apart from Service
What problems is the product solving and how is that benefiting you?
Post sales customer satisfaction
Amazing - Service Cloud!
What do you like best about the product?
Connecting our clients to our service professions through a unified platform.
What do you dislike about the product?
Our opencti integration is difficult. Looking forward to service cloud voice.
What problems is the product solving and how is that benefiting you?
Connecting the client to the service need to the service professional, providing for a see less customer service experience.
Outstanding service centralization and management platform to drive organizational transformation
What do you like best about the product?
One of the largest drivers for our teams is the utilization of Omni-channel routing and management of voice, chat and email queues and having a singular place to manage the workload across agents with different skills in an optimal way.
What do you dislike about the product?
One of the largest challenges with Service Cloud at times can be the transition of third party systems from legacy CTI integrations to more modern Salesforce Voice integrations that bring a substantial amount of features value to both CS and leadership teams.
What problems is the product solving and how is that benefiting you?
Salesforce has helped to unify communication channels for customers and agents to be able to put the most up to date information on customer interactions in a single system so that we are able to intelligently decision across both sales and service teams, as well as marketing communications so that we are tailoring the right message at the right time (or no message if the time isn't right).
Great for your clownts
What do you like best about the product?
Service cloud elevates the aftersales process of your customers.
What do you dislike about the product?
Nothing, I'm really happy with the solution.
What problems is the product solving and how is that benefiting you?
The case management system.
Great!
What do you like best about the product?
Can be configured to suit our needs, great product!
What do you dislike about the product?
Nothing, we like to use it and don't have any complaints.
What problems is the product solving and how is that benefiting you?
Case management is used to manage internal requests
Service Cloud admin
What do you like best about the product?
Easy to use and easy to implement with clicks not code.
What do you dislike about the product?
Like most things, there is a learning curve.
What problems is the product solving and how is that benefiting you?
Help students when they need help
Amazing end to end customer service
What do you like best about the product?
Ability for clients to log cases, view cases in experience cloud and provide knowledge
What do you dislike about the product?
Time to build out product out and to gather knowledge
What problems is the product solving and how is that benefiting you?
Case management and customer satisfaction
Love sales force
What do you like best about the product?
Love how easy it is to have my cases in one area
What do you dislike about the product?
It works great, just a bit slow at times
What problems is the product solving and how is that benefiting you?
It's helping me track my support needs
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