Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Case Manager
What do you like best about the product?
We use Case Management flows in our organization and it's been a great way to automate workflows
What do you dislike about the product?
It was a functionality we didn't know much about, so access to information was slow. Better now but still a learning curve
What problems is the product solving and how is that benefiting you?
None
Learning experience
What do you like best about the product?
The Einstein features like Case classification Apps of service cloud have helped my team augment our service rep in improving the customer service.
What do you dislike about the product?
As it's all no code, so sometimes the solution could be rigid.
What problems is the product solving and how is that benefiting you?
Our service reps face the issue with spending more time understanding the cases issued by the customers. With work summaries GPT we want our service reps to focus more on solving the cases rather than reading into the details.
A Swiss Army knife service tool
What do you like best about the product?
It is highly customizable, and use is widespread enough that many other technologies in the service vertical have out of box integrations.
What do you dislike about the product?
I wish Salesforce offered more service & support related to implementation, rather than directing clients to 3rd parties.
What problems is the product solving and how is that benefiting you?
Great Omni-channel capability across text chat email etc
Love Service Cloud
What do you like best about the product?
We just started using Service cloud 6 months ago, and it really has allowed our CS team to evolve from the way we were doing business before.
What do you dislike about the product?
It's a lot to learn...it can be scary/daunting when learning functionality from an admin level
What problems is the product solving and how is that benefiting you?
Everything (call, chat, email) is in one location and it helps to have a centralized source of truth
Super easy to use and setup and very versatile.
What do you like best about the product?
I think the ease of use and setup is the best part. It's self sufficient and a lot of resources are out there to help us succeed.
What do you dislike about the product?
The slowness of the system is not convenient sometimes. Also, support could be better. We go through a lot of back and forth and I would wish we could pick up the phone sooner to work through it together.
What problems is the product solving and how is that benefiting you?
It's giving us the ability to track and report on client issues. This helps us organize our work and be more proactive.
Salesforce CRM specialist
What do you like best about the product?
Ability to set up case rules for direct them to specific queues and allow our cases to go to the correct teams.
What do you dislike about the product?
Don't really have anything for this one.
What problems is the product solving and how is that benefiting you?
Helping the movement get technical support in our apps.
Working to implement Service Cloud early 2024
What do you like best about the product?
Adaptability to tailor and integrate Service Cloud
What do you dislike about the product?
Nothing yet, so far we have enjoyed the product
What problems is the product solving and how is that benefiting you?
Allowing us to build and implement a robust Client Success team
Mt review
What do you like best about the product?
The ability to integrate across business lines and report using advanced tools (CRMA)
What do you dislike about the product?
That integrations can be more difficult and costly than advertised
What problems is the product solving and how is that benefiting you?
Manages call center and customer support functionality. Without it, we would likely be on another, less robust platform
Very impressive, modern
What do you like best about the product?
The constant release of new features and the principles used are well received.
What do you dislike about the product?
Complex licensing model, requires extensive licenses that aren't clear.
What problems is the product solving and how is that benefiting you?
Not fully set up yet.
Good and easy for usage
What do you like best about the product?
User friendly nature. Easy to understand and implement
What do you dislike about the product?
Manual multiple Images uploads. If I want to upload for multiple records
What problems is the product solving and how is that benefiting you?
Using salesforce service cloud we are implemnting service reports and workorder.
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