Agentforce Service
Salesforce, Inc.External reviews
7,031 reviews
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Manage support and projects
What do you like best about the product?
It's very flexible, it's possible to adjust the application to be tailored to our business processs. It's robust and easy to use.
What do you dislike about the product?
Sometimes it's complex to customize and requires to many clicks to setup.
What problems is the product solving and how is that benefiting you?
Reduce the efforts to solve the customer requests, manage the productivity of the team, ensure that customers requests are responded.
Serve your customers with ServiceCloud
What do you like best about the product?
Omni-Channel Routing - Distributes cases and chats to the right agent based on their skills and availability.
What do you dislike about the product?
High storage costs for orgs with person accounts enabled.
What problems is the product solving and how is that benefiting you?
With the help of Service Cloud, our agents are able to satisfy our customers and encourage them to return to the store.
Great way to set up omni channel contact centre
What do you like best about the product?
Omnichannel and Einstein bots with Service Einstein
What do you dislike about the product?
Harder to integrate with other CTI like Amazon Connect and Twilo
What problems is the product solving and how is that benefiting you?
Contact Center agent makes more productive and increases customer satisfaction
Streamlined customer service.
What do you like best about the product?
The ability to track case resolution and to associate contacts with case histories. Collaborating internally on a case is easy both in and across departments.
What do you dislike about the product?
Case ownership by teams rather than individuals or ques is possible with case teams, but it took us a while to set it up. The learning curve is, likely, on us.
What problems is the product solving and how is that benefiting you?
It allows us to track what support teams are working on to recognize patterns and issues within our UX.
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
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