Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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It is good
What do you like best about the product?
Email to case web to case. Email to case is amazing
What do you dislike about the product?
Listview button customization. I created button but did not hide them from other profile
What problems is the product solving and how is that benefiting you?
I am not sure now
Fantastic service
What do you like best about the product?
We love the ability to put our service team in Salesforce to integrate with the rest of the company.
What do you dislike about the product?
We haven't seen a lot of downsides yet to the Service Cloud.
What problems is the product solving and how is that benefiting you?
It helps us keep everything in one place.
Mapping out our journey into Service Cloud
What do you like best about the product?
We are new to and just beginning our service cloud mapping journey.
What do you dislike about the product?
No hurdles yet thankfully, map is looking strong!
What problems is the product solving and how is that benefiting you?
In field inventory, customer contract and complaints, customer call center, orders and invoices
Runs our Fleet Support organization
What do you like best about the product?
Everything in the same ecosystem and enables us to see across divisions
What do you dislike about the product?
File management is lacking and could be better
What problems is the product solving and how is that benefiting you?
Servicing our customers needs
Service Cloud Review
What do you like best about the product?
Service Cloud enables agents to be most efficient in their workflow Case auto-assignment rules, intelligent UX, integrated Knowledge articles, and Case Manager tools.
What do you dislike about the product?
For some customers the cost can be higher than their available budget.
What problems is the product solving and how is that benefiting you?
Service cloud enables our team to manage a heavy call load while not expanding staffing needs.
Salesforce does service
What do you like best about the product?
My company at the time liked Omni Service and Metrics.
What do you dislike about the product?
Case routing was clunky and hard to maintain.
What problems is the product solving and how is that benefiting you?
Easy user interface. One stop shopping.
So much scope and opportunity
What do you like best about the product?
Omni channel is one of many best things about Service Cloud. Agents can toggle between different statuses without leaving the window. This saves time and increases efficiency.
What do you dislike about the product?
I have just begun to understand the many possibilities and opportunities provided hence I don't have anything that I dislike yet. I plan on leaving more to implement tools and features that are currently missing.
What problems is the product solving and how is that benefiting you?
I can document complaints and cases in one place, link to the patient's account easily and even send an email from the same case. This has tremendously helped me manage cases and complaints.
Service cloud has made chatbots easy
What do you like best about the product?
I'm in charge of our Einstein public facing chatbot and have really enjoyed the experience building intents and testing used models.
What do you dislike about the product?
There are some seemingly simple functionalities that I've had to build out using flows or Apex, that seem like they should work out of the box. Chat hyperlinks for example.
What problems is the product solving and how is that benefiting you?
For me as a chat admin, it solves the issue of having to code or purchase software outside of the Salesforce ecosystem. You can get a simple bot up and answering questions in a day.
Great tool for case management
What do you like best about the product?
I really enjoy the built in functionality of case management and Omnichannel is very useful.
What do you dislike about the product?
Case routing could use some work with case manager specialties.
What problems is the product solving and how is that benefiting you?
Helped with case management and user support.
Very engaging
What do you like best about the product?
Dashboard views and possibilities; Ability to build out of the box
What do you dislike about the product?
Getting out from under old Apex code to experience the new lightweight features
What problems is the product solving and how is that benefiting you?
Paying claims
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