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.
Easy Access to Data and Interaction History
What do you like best about the product?
Ease to access all related data and interaction history at a single place.
Service console is also great to see more with less navigations
Service console is also great to see more with less navigations
What do you dislike about the product?
Mobile experience could be improve further
What problems is the product solving and how is that benefiting you?
Issues with customer orders.
Salesforce is helping staff and customers
What do you like best about the product?
Salesforce is great at consolidating our data
What do you dislike about the product?
We are too new to salesforce to have many dislikes
What problems is the product solving and how is that benefiting you?
We are too new and are evolving to use more
Nice and Intuitive Experience
What do you like best about the product?
Nice and intuitive Layout and good too Use
What do you dislike about the product?
Integration with other systems Not so easy
What problems is the product solving and how is that benefiting you?
This form is killing me but I Like Service Cloud
Great for Managing Customer Interactions
What do you like best about the product?
It is helpful for us to manage our customer interactions.
What do you dislike about the product?
Custom field limits in Case. We have many different user groups and we are out of fields.
What problems is the product solving and how is that benefiting you?
Solving centralized customer communication and knowledge repository.
Easy to Use and Implement
What do you like best about the product?
Easy if use and implementation. Allows us to reach our customers where they are
What do you dislike about the product?
gov and system limits and some out of the box features take time to implement
What problems is the product solving and how is that benefiting you?
Omnichannel and ease of use. We can customize to keep our branding
Efficient Customer Profile Management and Easy Record Tracking
What do you like best about the product?
I am able to see all of my customers' profiles and their previous records on a single page before I provide service to them.
What do you dislike about the product?
The navigation is convenient, making it simple to find my way around. Tracing records is also easy, which helps me keep track of everything efficiently.
What problems is the product solving and how is that benefiting you?
This software has helped me address the problem of agent availability. When my agent is on leave, the next available agent can seamlessly take over the case. The sorting features are straightforward, and it's simple to label urgent cases. Assigning cases to another agent or escalating them is also very easy.
Streamlines Processes, Minor Integration Hiccups
What do you like best about the product?
I appreciate Salesforce Service Cloud for streamlining our operations and putting everything in one place, which is helpful for engaging with students efficiently. The automation capabilities are fantastic, allowing us to automate many manual processes and set up automated meetings easily. These features make handling our daily tasks much smoother.
What do you dislike about the product?
Integration with other systems was identified as being tricky. This complexity in integration made the setup process challenging, and dealing with pending issues added to the difficulty.
What problems is the product solving and how is that benefiting you?
I find the product streamlines my work experience, consolidating everything in one place, which enhances engagement with students. It automates processes like manual payments, thus making our operations smoother and more efficient.
Great Customer Insights, but Chat UI Needs Improvement
What do you like best about the product?
The platform allows us to gain a complete 360-degree view of our customers, which is very helpful.
What do you dislike about the product?
The chat UI and UX have some limitations, and the overall agent experience could use improvement.
What problems is the product solving and how is that benefiting you?
This tool allows us to easily view our customers' contact history, enabling our advisors to deliver a more seamless customer experience.
Efficient Case Routing, but Record Types Are Confusing
What do you like best about the product?
how easy case routing is, we have a demand intake system that directs cases to the exact owner they need
What do you dislike about the product?
confusing record types, and not being able to tell the different between what is on on vs another easy
What problems is the product solving and how is that benefiting you?
case routing
Comprehensive Contact Center Solution, but Some Features Feel Outdated
What do you like best about the product?
It covers all requirements of a Contact Center native
What do you dislike about the product?
Sometimes the the are outdated features which block project implementation
What problems is the product solving and how is that benefiting you?
Contact center solutions from our customers
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