Agentforce Service
Salesforce, Inc.External reviews
7,048 reviews
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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.
Excellent CRM Tool
What do you like best about the product?
That is an intuitive and easy-to-use tool. Its user-friendly interface and robust features allow for quick and efficient access to and management of information, facilitating informed decision-making.
What do you dislike about the product?
I don't like how it manages tasks and to-dos. Compared to HubSpot, which offers a dedicated space for tasks and pending activities that is more user-friendly and easier to navigate, Salesforce's approach feels less efficient.
Additionally, every time a name is provided, it should be linked to the corresponding email or at least trigger an alert if there's no match. The system should also automatically correct the capitalization of names. For international addresses, there should be an easier way to input the address to accommodate different formats.
Additionally, every time a name is provided, it should be linked to the corresponding email or at least trigger an alert if there's no match. The system should also automatically correct the capitalization of names. For international addresses, there should be an easier way to input the address to accommodate different formats.
What problems is the product solving and how is that benefiting you?
I used for tracking sales activities. It is a good tool because it is intuitive and easy to use. Its user-friendly interface and robust features allow for quick and efficient access to and management of information, facilitating informed decision-making.
Salesforce can be better than what it is
What do you like best about the product?
Salesforce consolidates information better than most ITSMs, and its cloud-based platform truly allows for shared access amongst authorized groups, making the experience more streamlined.
What do you dislike about the product?
There is an unexplained need to use Jira integration for communications. Salesforce, especially Salesforce Lightning, has more than enough potential with its easy navigation to implement a communication system.
What problems is the product solving and how is that benefiting you?
Salesforce can consolidate problems based on keywords/phrases, thus allowing the business to compartmentalize various trending issues from being great to egregiously bad.
Gives us the competitive edge we need
What do you like best about the product?
Web to case and email to case helps us better manage our customer service issues
What do you dislike about the product?
Pricing, but that is for most clouds in the Salesforce stack
What problems is the product solving and how is that benefiting you?
We are still updating and enhancing our service cloud to better utilize built in functionality. Right now we use it to better manage our cases and FSL
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