Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Another great service from Salesforce
What do you like best about the product?
This product from Salesforce is very easy to use. I especially like the Dashboard and and features in it.
What do you dislike about the product?
Not much to dislike about Salesforce Service Cloud. It has everything I need and few drawbacks as well.
What problems is the product solving and how is that benefiting you?
Helps me track my data and customers. This helps us fulfill our customers needs.
An Essential, Affordable Tool for Any Company to Manage Service Requests
What do you like best about the product?
Easy to use, intuitive design, fantastic out of the box features than can be customized as needed
What do you dislike about the product?
Liscensing costs and support models can be confusing
What problems is the product solving and how is that benefiting you?
Service Cloud solves our complex complaint management and contact center needs though advanced routing tools and self help features, now powered by AI
Manufacturing b2b customer service
What do you like best about the product?
A single source of truth where customer service can document activity and interactions with our customers. We use this to inform our customer satisfaction and as a method to generate new business opportunities with new customer calls.
What do you dislike about the product?
Customization is often required. Especially for our group that has been using the platform for many years. We customize to close gaps in functionality that we often feel should be out of the box or, if it does become a new feature, we are too invested or engrained in our custom solution to take advantage.
What problems is the product solving and how is that benefiting you?
Documenting our customer requests. Previously they were written on notepads and tucked in desk drawers. We can learn from these or take actions.
Great tool for self service
What do you like best about the product?
The platform options to self service, experience cloud, chat bots, voice and Omni channel are some of the things you can use on the service cloud
What do you dislike about the product?
The adoption on the agents sometimes is low with some change resistance but the way to solve it is to use app exchange vendors to help on adoption and behavior
What problems is the product solving and how is that benefiting you?
Speed to deliver answers to the customers, guide customers to self serve, help agents to be more productive
ServiceCloud Ricks!
What do you like best about the product?
ServiceCloid allows us to quickly respond to
client issues and our agents to have the tools to do this efficiently with features such as Einstein knowledge recommendations . It's all about the customer experience and ServiceCloud is critical to that experience for our organization.
client issues and our agents to have the tools to do this efficiently with features such as Einstein knowledge recommendations . It's all about the customer experience and ServiceCloud is critical to that experience for our organization.
What do you dislike about the product?
At times we are very challenged with lack of deep reporting capabilities without purchasing an add on app.
What problems is the product solving and how is that benefiting you?
Responding to support requests from multiple
Channels including: mail, live chat, phone and web. This allows the customer to use their preferred communication method -- and this varies greatly by our product type and customer.
Channels including: mail, live chat, phone and web. This allows the customer to use their preferred communication method -- and this varies greatly by our product type and customer.
Customer Support Success
What do you like best about the product?
This platform by far raises the customer expierence on so many levels.
What do you dislike about the product?
Nothing absolutely amazing product by far
What problems is the product solving and how is that benefiting you?
Technical support concerns
Ability to use chatbot for self service
What do you like best about the product?
It allows for seamless integration with the customer information and have customers do self service. Chatbot can understand natural language and show knowledge articles in response to the questions customers might have
What do you dislike about the product?
Not really a downside but the chatbot responses are only as good as your data and KMS articles you've created
What problems is the product solving and how is that benefiting you?
Customer service representative is able to search knowledge articles while serving customers and allows the company to move towards knowledge based customer service rather than depending on individual customer service expertise
Great insight and perspective on AI integration
What do you like best about the product?
It gives us insight and allows us to see how customers are impacted by our products.
What do you dislike about the product?
It is often challenging to convince internal leaders to rely on the use functions.
What problems is the product solving and how is that benefiting you?
It's helping us streamline our data and use it to personalize the end user experience
Helpful tool to track members
What do you like best about the product?
I love how I can anticipate what our membership will need with service cloud
What do you dislike about the product?
Implementation took a long time! I think
What problems is the product solving and how is that benefiting you?
Getting our members information faster
Great for the financial services sector
What do you like best about the product?
Creates an easy to use interface for both the employee and customer
What do you dislike about the product?
Sometimes can confuse people when they first start in the role requiring it
What problems is the product solving and how is that benefiting you?
It makes it easy to keep track of the entire interaction with the customer
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