Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Solving Issues the Simple Way.
What do you like best about the product?
The most helpful part of using SalesForce Service Cloud is being able to leverage it to simply and efficiently solve customer issues. The upside of using the platform is being organized with service tickets in order to solve issues efficiently and in a timely manner.
What do you dislike about the product?
The interface is complicated and not user friendly.
What problems is the product solving and how is that benefiting you?
Simply resolving customer's issues and questions.
leverage AI to provide seamless experiences
What do you like best about the product?
Salesforce is a work horse that can be customized for almost any type of workflow or use case. We use it to manage many types.of.case.flows and it is is highly customized for our business needs. Integration with other cloud services brings customers and data to one place. Ultimately with our different integrations we are able to keep all our agents and work in one place instead of having to elevate multiple types of systems.
What do you dislike about the product?
To much customization can make pivots and updates time consuming. Onboarding agents can someone's take a while for the learning curve into our instance and applications.
What problems is the product solving and how is that benefiting you?
We able to implement many stems and processes into one location instead of having to work across multiple applications.
Case management
What do you like best about the product?
Email-to-Case, Case Management, and navigating in sub tabs within the same browser tab.
What do you dislike about the product?
I don't like chatter. I would like to promote chatter use on cases to our users, but it's hard to report on.
What problems is the product solving and how is that benefiting you?
We can now track customer emails better than we ever have before.
One source of record
What do you like best about the product?
We used to have our customer interactions stored in multiple locations. Google sheet, email, etc. With Service Cloud we are able to have one source of record for all contacts and we are easily able to see customer history.
What do you dislike about the product?
One thing I would change would be the ability to have email templates automatically display in alphabetical order rather than by the most recently created.
What problems is the product solving and how is that benefiting you?
One source of record for customer inquiries
Powerful product for Customer Service leaders
What do you like best about the product?
Omni channel capabilities with features to drive enhanced customer insights
What do you dislike about the product?
Cost prohibitive and complex product skews.
What problems is the product solving and how is that benefiting you?
Helping grow maturity of our contact center
Service cloud
What do you like best about the product?
Able to manage cases and work orders efficiently.Helps the call agent to see real time open cases, closed cases, performance dashboard and customer satisfaction and escalation propensity
What do you dislike about the product?
More user experience on Field service engineer apps and offline capability streamlining.
What problems is the product solving and how is that benefiting you?
Case and work order management. Efficient utilization call agent time.
I have been a SalesForce admin and architect for over 10 years across multiple business
What do you like best about the product?
I have had experience in different industries and the customization we have been able to do for each has been amazing. Not one Business was the same but SalesForce fit the needs of all of the.
What do you dislike about the product?
I have not found anything I dislike yet. If we had a need and service loud didn't offer it we were able to customize
What problems is the product solving and how is that benefiting you?
We have a proprietary software that does not have the capability to report on the issues on
We have for the services we provide
We have for the services we provide
Business transformation with Service AI
What do you like best about the product?
Service Cloud has changed the conventional concept of contact center systems.
The easy to see unified console, the Omini Channel that encompasses all channels, and the recently released generative AI features are all fantastic.
The easy to see unified console, the Omini Channel that encompasses all channels, and the recently released generative AI features are all fantastic.
What do you dislike about the product?
There are no problems with the functionality, but the licensing system, including options, is a bit complicated.
What problems is the product solving and how is that benefiting you?
We were able to integrate multiple systems that had previously been siloed, significantly improving business efficiency.
The implementation of Agentforce for Service has also significantly increased the productivity of the support team.
The implementation of Agentforce for Service has also significantly increased the productivity of the support team.
Service Cloud Newbie
What do you like best about the product?
Once we have stabilized our Service Cloud there are endless possibilities for additional capabilities to support future growth and scaling our business. The efficiencies to be gained and realized in the next year allow for more of our funding to be reinvested in mission.
What do you dislike about the product?
Too early to tell what we dislike as we just went live.
What problems is the product solving and how is that benefiting you?
Ability to reach and serve more patients that need critical support for co-pay assistance for their medications.
Knowledge function
What do you like best about the product?
The knowledge function is very convenient as it allows you to easily create and update FAQ sites.
What do you dislike about the product?
I would like to see the category functionality of Knowledge expanded.
What problems is the product solving and how is that benefiting you?
Use knowledge capabilities to quickly resolve customer issues.
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