Agentforce Service
Salesforce, Inc.External reviews
7,048 reviews
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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
Bring our org to the 21st century
What do you like best about the product?
Compiles key customer information in a single page to provide faster support
What do you dislike about the product?
I sometimes have to go to a different cloud to find sales or customer web data
What problems is the product solving and how is that benefiting you?
Classifying customer cases and allow us to report on the data
Superior Service
What do you like best about the product?
I love the ability to consolidate all of your service channels until one unified platform. Whether it be email, website, phone, and more, you can provide superior customer service all with Service cloud.
What do you dislike about the product?
Still scratching the surface, not much at this time.
What problems is the product solving and how is that benefiting you?
Streamlining our processes, making us more efficient overall and getting us caught up with the times.
Great tool for service
What do you like best about the product?
Service cloud can help automate processes and increase efficiency for service teams. Creating and working cases becomes easier, and flow is a great tool that can help streamline workflow.
What do you dislike about the product?
Although service cloud can work with knowledge articles and AI, it can be overwhelming to start the process for setting those up.
What problems is the product solving and how is that benefiting you?
Service cloud makes it easy for calls and customer interacts to be logged in Salesforce which helps create a more personalize interact with customers in the future.
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