Agentforce Service
Salesforce, Inc.External reviews
7,044 reviews
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External reviews are not included in the AWS star rating for the product.
Great for managing cases
What do you like best about the product?
Ease of automating and keeping cases moving through the process
What do you dislike about the product?
Not much. We use it heavily and it works well.
What problems is the product solving and how is that benefiting you?
We use it to manage requests for mentoring
Service Cloud is great!
What do you like best about the product?
Case management, reports and dashboards, task.
What do you dislike about the product?
Not much, it's great. It's highly configurable.
What problems is the product solving and how is that benefiting you?
Managing customer issues.
No brainer
What do you like best about the product?
Service made simple. If you have agents needing help, I can't think of a better product than Salesforce Service Cloud
What do you dislike about the product?
Implementing voice to case and email to case cohesively via flows was a bit challenging.
What problems is the product solving and how is that benefiting you?
HR contact center
Full 360 view of our data
What do you like best about the product?
Salesforce Sercice Cloud has enabled us to simplify the number of apps used by our agents with data integration. This has led to reduction in redundancies and greater ease of use with our agents.
What do you dislike about the product?
Honestly, nothing so far. I have hopes that more of Salesforce will become fedramp certified so we can see additional options available to us.
What problems is the product solving and how is that benefiting you?
We use this system to log inbound inquiries, resolutions, and retain a robust knowledge base.
Excellent Product
What do you like best about the product?
Very useful for managing large amounts of customer data and outputting useful metrics.
What do you dislike about the product?
Some features are counterintuitive, could be a bit more user-friendly.
What problems is the product solving and how is that benefiting you?
Our customers have long term contracts with us, Service Cloud is how we manage that.
Very good product helping us to simplify things for servicing agents
What do you like best about the product?
Loads of options to build ootb or customise
What do you dislike about the product?
Integrations without something such as mulesoft can be a challenge
What problems is the product solving and how is that benefiting you?
Helping modernise desperate systems and bring the experience together
I am fairly new to Salesforce service cloud.
What do you like best about the product?
We are able to see everything about out customers in one place. The one stop shop connection is a major plus for our specialist.
What do you dislike about the product?
User management. To get our specialist upload we had to turn to dataloader which has been a bit of a headache.
What problems is the product solving and how is that benefiting you?
Its putting our customers data in one place. The previous product we had a lot of unnecessary clicks which we wanted to reduce for our specialist and customers.
Used for event management
What do you like best about the product?
The way we use it for event management. We are really happy with it
What do you dislike about the product?
Difficult user licence model, could be easier
What problems is the product solving and how is that benefiting you?
No idea
Service cloud for events management
What do you like best about the product?
Self service capabilities to allow our customers a smooth experience using the channel and time they prefer
What do you dislike about the product?
Complex licensing model for add on modules
What problems is the product solving and how is that benefiting you?
Faster support for our customers when they need it and faster case resolution
Better User Experience Internally and Externally
What do you like best about the product?
Service Cloud allowed our company to customize the application to provide our external customer and internal team a better user experience. We are able to customize objects and create functionalities that created efficiencies within our operations. What is best is that as we use this ecosystem, we are able to pull data necessary for each activity without skipping a beat.
What do you dislike about the product?
As we move to other salesforce platform, it doesn't integrate well and when we create an update, it's not a one size fit all service cloud, health cloud or life science cloud.
What problems is the product solving and how is that benefiting you?
Able to empower our team to make necessary changes that fits their business process with minimal reliance on IT for changes.
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