Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Very good
What do you like best about the product?
I like being able to see all my data in one place and having people communicate from one place instead of going into a bunch of different systems.
What do you dislike about the product?
Not much. It's very customizable so if you don't like it, it's probably your own fault
What problems is the product solving and how is that benefiting you?
Makes it so users aren't working in different systems and all communications are tracked and recorded in one place
Enabling connected experience
What do you like best about the product?
Simplifying real time sharing of data; enables 360 degree view of data
What do you dislike about the product?
User experience design can be improved lot in service console
What problems is the product solving and how is that benefiting you?
Patient services
Service Cloud and nothing else!
What do you like best about the product?
I really like the interface, the tab set up inside of the app to have multiple records up at once. Agent accessibility is great and the Einstein assistance is muah *chefs kiss*
What do you dislike about the product?
I would like more personalization around service cloud and it to integrate with other 3rd party service tools better. We use it for our support team but find out additional tech stack options to be somewhat limited.
What problems is the product solving and how is that benefiting you?
We are able to offer agent support and share our knowledge base with customers using Service Cloud.
Cases routed intelligently
What do you like best about the product?
Service cloud console - multiple tabs open is a great boost for productivity
What do you dislike about the product?
The licensing is confusing and can be too expensive.
What problems is the product solving and how is that benefiting you?
Allowing customers to find useful knowledge articles.
Great tool, bad implementation
What do you like best about the product?
It's intuitive and agents and supervisors are up and running easily.
What do you dislike about the product?
Not of Service Cloud per se, but we've had issues with implementation and bad guidelines in too many personalized objects. We've learned on the way, but wished we had more help.
What problems is the product solving and how is that benefiting you?
Tieing all channels into one omnichannel console. It saves time since we're not looking in different portals.
revolutionized the contact center
What do you like best about the product?
The 360 customer view in service cloud and the Einstein capabilities
What do you dislike about the product?
It can be cost prohibitive for some but the value is quickly realized.
What problems is the product solving and how is that benefiting you?
We didn't have a crm previously so it's helped us bring our customer data together in one place
Service Cloud Review
What do you like best about the product?
It helps our customer care team resolve issues for our customers using knowledge from previous cases while adhering to quality standards.
What do you dislike about the product?
It was challenging to integrate with our IVR system and record interaction history.
What problems is the product solving and how is that benefiting you?
Our call center customer advocates can resolve issues faster, build a knowledge repository while following quality protocols.
Service clouds whose promise is being raised by generative AI.
What do you like best about the product?
Service clouds will play a very important role in increasing the productivity of the service sector
The great thing is that we can see a future where generative AI will make it far less arduous than it has been in the past
The great thing is that we can see a future where generative AI will make it far less arduous than it has been in the past
What do you dislike about the product?
Distribution of licences is difficult. Of course, if the budget allows, it would be better if all staff were provided with full licences, but this is not the case. Ideally, full licences should only be provided when a high level of support is required, but it is also true that the lack of licences does not improve technical skills.
What problems is the product solving and how is that benefiting you?
It reduces the number of hands for the service department to respond accurately to user queries.
Great experience
What do you like best about the product?
Ease of use, intuitive interface, interconnexion with other sf products
What do you dislike about the product?
Nothing really I am pretty satisfied, nothing to declare
What problems is the product solving and how is that benefiting you?
Centralization of customer profile
Easy an extensible
What do you like best about the product?
The flexibility the platform offers is unseen in the market, giving us the flexibility we need to offer great service.
What do you dislike about the product?
The flexibility also comes with complexity
What problems is the product solving and how is that benefiting you?
The different skus allow us to touch base on multiple channel's
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