Agentforce Service
Salesforce, Inc.External reviews
7,048 reviews
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Very customizable
What do you like best about the product?
The key benefit to Salesforce is that you can configure it to support your workflows.
What do you dislike about the product?
Because it's so customizable, there isn't clear and definitive documentation on how to configure it.
What problems is the product solving and how is that benefiting you?
It allows us to escalate customer needs to various departments
Engineer 1
What do you like best about the product?
Omni channel routing as implemented through a flos
What do you dislike about the product?
Not as intuitive as expected in that the out of the box routing rules do not work
What problems is the product solving and how is that benefiting you?
The routing of cases by skills
It’s very helpful for cases in our org
What do you like best about the product?
The upside about service cloud is the Omni routing it provides
What do you dislike about the product?
I dislike the inconsistency in performance and it's not that Intuitive.
What problems is the product solving and how is that benefiting you?
Cases for our internal marketing application
I work as a Financial Analyst and use Sales force in order to pay out and calculate Bonus amount.
What do you like best about the product?
Salesforce is a systemized center for multiple transactions with the vendor as well as the customer, it enables the platform for various solutions in the for of creating a ticket and which can be viewed/accessed my colleagues and other department workers for the goal of the same. It is largely used to solve customers queries and problems in a quick way.
What do you dislike about the product?
The Cloud would have to be maintained in a regular systematic time and downtime is one inevitable factor by which the processing time would fail to pickup as a usual run.
What problems is the product solving and how is that benefiting you?
It solves any problem which a particular user is facing in regards to the business operations linked with the respected employee.
Lots of capability - Very Customizable.
What do you like best about the product?
The best thing about Service Cloud is that it can do anything. There is a lot of flexibility
What do you dislike about the product?
The worst thing about Service Cloud is that it can do anything. There's a steep learning curve to admin it compared to Oracle RightNow.
What problems is the product solving and how is that benefiting you?
Great to track multiple cases from customers, make sure everything gets answered, and easy to transfer a case to another dept or office.
Salesforce Service Cloud
What do you like best about the product?
I am a recent learner using the salesforce service cloud. The good thing is that i am getting the 360 view of customer orientation
What do you dislike about the product?
As I am new to salesforce service cloud. So, as of now I did not not see any negative impact on that.
What problems is the product solving and how is that benefiting you?
As salesforce service cloud give overall 360 degree view of customer. So it is easy to maintain and track the record.
Less informative than expected
What do you like best about the product?
Data analysis, reports, customer support and CRM tools along with AI integration
What do you dislike about the product?
AI could be better. Knowledge base is very limiting due to lack of folders and ability to create categories to make knowledge finding and content management easier.
What problems is the product solving and how is that benefiting you?
Customer support management and CRM tools
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
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