Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Nice experience
What do you like best about the product?
Quick response times and great experience
What do you dislike about the product?
Still yet to explore in-depth and get additional details
What problems is the product solving and how is that benefiting you?
Quick turnaround to customer issues
Service Cloud - Easy to use and flexible configuration
What do you like best about the product?
We use Cases to track pre-sales assignments and to add resources to opportunities. It works really well and gives us the ability to create list views.
What do you dislike about the product?
Case routing rules could be better and easier to configure.
What problems is the product solving and how is that benefiting you?
Tracking pre-sales assignments
Great ability to filter results in Salesforce and create custom reports
What do you like best about the product?
It's easy to retrieve data across all our offices and filter results for tailored reports
What do you dislike about the product?
Sometimes, it is difficult to search for specific information that requires modifications to multiple fields.
What problems is the product solving and how is that benefiting you?
I'm not sure
Airline/ Aerospace review
What do you like best about the product?
The ability to tailor it to our business
What do you dislike about the product?
Still in the learning phases of service cloud
What problems is the product solving and how is that benefiting you?
Currently automation and less manual processing internally
Versatile
What do you like best about the product?
The ability to integrate TONS of apps!!!
What do you dislike about the product?
Having to invest in developer time to build custom workflows.
What problems is the product solving and how is that benefiting you?
Salesforce allows us to integrate many different systems to see customer feedback in real time.
Best in class
What do you like best about the product?
The time to implementation is very quick e g. We could setup customer portal pretty fast. Numerous communications channels are supported including sms, chat email and even social media. It integrates well with other sales force ecosystem
What do you dislike about the product?
As the business gets complex some of the configurations can become overwhelming. It requires careful analysis and setup to manage the out of box sutistions. Also the pricing of the product not always justifies the ROI
What problems is the product solving and how is that benefiting you?
We use service cloud for contact center and help desk for the provider team. It provides a one stop location for customer service business
Service Cloud Review
What do you like best about the product?
Service cloud has the easiest automation functionality around. The no code solutions are tremendous.
What do you dislike about the product?
Price can be prohibitively expensive for some businesses.
What problems is the product solving and how is that benefiting you?
Flows and chatbots help deflect service cases.
Head of Commercial Operations.
What do you like best about the product?
Ease of use, centricity of customer data
What do you dislike about the product?
So much capability that we're still learning.
What problems is the product solving and how is that benefiting you?
Centralizing global customer success, complaint handling etc.
Great tool
What do you like best about the product?
Case management and connecting it back to account for giving 360 view to sales and maketign
What do you dislike about the product?
Different tools and technology like omni studio makes it difficult to move between clouds
What problems is the product solving and how is that benefiting you?
Case management
Large product, endless possibilities
What do you like best about the product?
Service cloud with Flow allows for so many possibilities and easily. Configuration is endless allowing for a business to meet their needs.
The ease of use for our agents and managers allows for them to navigate simply.
Reporting is robust out of box.
The ease of use for our agents and managers allows for them to navigate simply.
Reporting is robust out of box.
What do you dislike about the product?
While configurability is endless, you must ensure that you have a strong understanding of what can be done which can be daunting.
Would like color/highlighting functionality vs using icons.
Would like color/highlighting functionality vs using icons.
What problems is the product solving and how is that benefiting you?
Service cloud is one piece to a larger puzzle. Using this allows our business to view our customers in a 360 views vs having multiple separate systems that do not talk to each other.
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