Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Complete and functional
What do you like best about the product?
I like that it has many tools integrated and it's very functional specially for CRMs that need multiple levels of detail it makes the work easier.
What do you dislike about the product?
I would like it to have an interface that is more user friendly, it's pleasant but some agents have issues learning how to use it.
What problems is the product solving and how is that benefiting you?
Whenever we have an issue with bugs or errors in a queue for example, there's always a resolution in a timely matter or at least updates that help and that help us with explaining the process to our team
Limited use, but great product
What do you like best about the product?
The ease of tracking cases and distributing knowledge articles makes services cloud a very useful product.
What do you dislike about the product?
Setting up service cloud in an existing system can be bulky and difficult.
What problems is the product solving and how is that benefiting you?
Case management for internal users to easily submit issues.
Foundation for multi site service on the road
What do you like best about the product?
Service card makes it easy to have multiple inventory locations to assist with technician van monitoring, and allows us to categorize specific assets sold companies. This makes it great for case categorization.
What do you dislike about the product?
Unfortunately, there is a large learning curve, especially to teams, not using modern solutions. Their lacks a linear path to onboard. "You can do anything" Hurts the learning curve.
What problems is the product solving and how is that benefiting you?
It's providing customer support case management, as well as tracking all of our current projects in the form of work orders. It is integral to our PMO
Makes our case management easy and traceable.
What do you like best about the product?
Allows for streamlined case management, assignment, and collaboration between teams around the globe.
What do you dislike about the product?
Support of different languages and translation is difficult.
What problems is the product solving and how is that benefiting you?
Knowledge articles make it faster for our agents to answer questions. Quick texts are helpful too.
Amazing presentation
What do you like best about the product?
It is user friendly and end user oriented
What do you dislike about the product?
Non applicable improve the speed of the screen
What problems is the product solving and how is that benefiting you?
Receiving claim and question from customer
Great for Improving CSAT
What do you like best about the product?
AI features allows you to streamline processes for your service team.
What do you dislike about the product?
Deployments can be time consuming and costly
What problems is the product solving and how is that benefiting you?
Customer retention
You can do just about anything with Salesforce
What do you like best about the product?
I love how I can manage my pipeline and get valuable business insights based on project lifecycle/timeframes. I also love how you can customize it almost endlessly.
What do you dislike about the product?
It's soooooooooo expensive to customize.
What problems is the product solving and how is that benefiting you?
We are able to keep track of tickets, including resolution times and status.
Good app for basic service
What do you like best about the product?
Case management and customization options.
What do you dislike about the product?
Asset configurations and changes. Also service entitlenents.
What problems is the product solving and how is that benefiting you?
Case tracking by account. Allows us to ensure completion and track metrics.
New but excited!
What do you like best about the product?
With the addition of Einstein it has increased our ability to close cases quickly.
What do you dislike about the product?
It's been difficult to turn on Service Cloud in an existing org. Many features can't be promoted through changes sets or copado so much of it has to be done directly in production and the assistant makes a series of changes live.
What problems is the product solving and how is that benefiting you?
Omni channel routing and service.
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud brings SOA cloud architecture to users that need it, versus those whom organizations can afford it. It's know fact the user access costs like $40 less per user than the traditional Electronic Business Suite of cloud applications.
What do you dislike about the product?
It seems like all software the twice yearly updates, mostly for Security Processes and the like tend to make the Agile Development or UX Team jump thru hoops type analogy. Some of its good, not allowing any one person or engineer to get stale sort of thing. It doesn't create excitement, but more work.
What problems is the product solving and how is that benefiting you?
Contracts with Vendors/IT Engineers visiting the HQ from home or remot offices.
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