Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Great product it help us to understand our post sales customers needs
What do you like best about the product?
Great product it help us to understand our post sales customers needs
What do you dislike about the product?
Integration e other applications might be easier
What problems is the product solving and how is that benefiting you?
Visibility
Service Cloud, heaven for Agents
What do you like best about the product?
Omni Chanel and it's routing. These best thing is skills based routing
What do you dislike about the product?
Configuring the prechat form is sometimes hard.
What problems is the product solving and how is that benefiting you?
It solves service agent configuration and routing chats to agents
The Standard for a Reason
What do you like best about the product?
The out of the box functionality pushes organizations to adopt best practices for their sales pipelines. Additional customization for most use cases is cheap and easy to build.
What do you dislike about the product?
A trickle of updates that are available for custom objects but not to standard objects really go against the the design philosophy.
What problems is the product solving and how is that benefiting you?
I consider it a repository of all information relevant to to a customer, providing a true 360 view which enables agents to make good decisions.
Service cloud
What do you like best about the product?
The simplicity of handling the cases is good
What do you dislike about the product?
Sometimes the configurations are complex and can be automated
What problems is the product solving and how is that benefiting you?
Case resolution
A powerful customer service console
What do you like best about the product?
A powerful platform to capture cases from our customers and help resolving them through predefined flows for our agents to resolve.
What do you dislike about the product?
No dislikes about the product, fantastic platform.
What problems is the product solving and how is that benefiting you?
We have a structured process that allows us to resolve cases based on categories and keywords. No manual work.
Service cloud empowers users!
What do you like best about the product?
Service cloud is not incredible in the ability to create a holistic view of your customer while helping solve their needs. Service cloud allows for multichannel support where your customers need you most
What do you dislike about the product?
There's some configuration that takes time to understand. Overall it's a solid tool once setup
What problems is the product solving and how is that benefiting you?
In a contact center environment it allows for the team to meet customer needs while seeing the rest of our organizations relationship with the customer.
Service cloud helps us a lot with case management
What do you like best about the product?
I like that the platform allows you to do complex integrations and customizations
What do you dislike about the product?
I would say if your use case is very simple then you may not be able to utilize the full capabilities of SC
What problems is the product solving and how is that benefiting you?
Helps us with case management and resolution
Great for the team
What do you like best about the product?
It is used easy to use and super informative for our ag
What do you dislike about the product?
Sometimes what you can do in lightning is limited than what you can do in class
What problems is the product solving and how is that benefiting you?
The case management grade and the knowledge are really helps the team to manage the cases in one stop
Really helpfull
What do you like best about the product?
With the service cloud my clients can use important information about their Clients in a case to mantain a health relationship with them
What do you dislike about the product?
I wish that i can integrate the mailbox with the marketing cloud to use responses in cases
What problems is the product solving and how is that benefiting you?
Use information about my clients in cases
Best Case Management
What do you like best about the product?
The ability to communicate through multiple channels with customers, while keeping all data in one place can't be beat.
What do you dislike about the product?
I can't think of any, possible more prioritization of Service Cloud Idea Points.
What problems is the product solving and how is that benefiting you?
It keeps all data in one place. Knowing which issues occur the most help identify which knowledge base articles to create.
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