Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Robust options
What do you like best about the product?
I love that agents have the ability to use the add feedback feature for Knowledge. It helps promote our KCS methodology practice
What do you dislike about the product?
There are so many options and components. Sometimes it's overwhelming
What problems is the product solving and how is that benefiting you?
We use it for case management and knowledge. It's nice having everything in one place.
Robust functionality with advanced routing options
What do you like best about the product?
We could customize routing logic to what we've expected. Skill based routing was able to accommodate a lot of our complex rules. Capacity settings for each team, queueing cases. Everything is really dynamic.
What do you dislike about the product?
Designing a proper support process is essential. Adding new rules increases complexity, harms performance, and delays case resolution. Do your homework and start simple, then improve on it later.
What problems is the product solving and how is that benefiting you?
Centralizing our operations in Salesforce enabled our users to get a good picture of the customers they are supporting. Comprehensive information realized in the same system.
Service Cloud User
What do you like best about the product?
One platform, easy integration, App exchange
What do you dislike about the product?
Very limited Reporting capabilities and customisation.
What problems is the product solving and how is that benefiting you?
Having all capabilities on same platform.
Service Cloud can handle nearly anything
What do you like best about the product?
The ability to drive transformative changes was ideal. We moved our entire organization to Service Cloud and transformed the way we handle cases. By enforcing consistent processes across the organization we have managed significant improvements.
What do you dislike about the product?
Because Salesforce is so customizable, we do have smart folks who try to make changes even at the browser plugin level which does cause some issues. We have used these folks as inspiration for making improvements but it is tough to avoid issues.
What problems is the product solving and how is that benefiting you?
Everyone is on the same platform so they can collaborate and have more consistency. We can roll out changes to everyone at the same time. We can add in more automation to everything
Service cloud solves all our business pain points
What do you like best about the product?
Salesforce service cloud is a fantastic application to enable our support engineers to create, monitor and solve our case workload in a timely and efficient manner.
What do you dislike about the product?
Service cloud is solving all our concerns. No dislikes at this stage!
What problems is the product solving and how is that benefiting you?
We had no way to acknowledge our customer issues and relay solutions in one platform.
The true all-in-one CRM
What do you like best about the product?
Firstly, its case management capabilities have streamlined our workflow. The ability to automate case assignment and escalation rules has significantly reduced response times, leading to happier customers and less time spent by analysts.
Service Cloud's robust reporting and analytics tools deserve a special mention. We're lucky enough to have CRM Analytics in our instance which covers all our analytics needs when the already robust native reports and dashboards don't suffice.
Lastly, the integration capabilities of Service Cloud are exceptional. We haven't come across a situation where we couldn't integrate to another one of our systems.
Service Cloud's robust reporting and analytics tools deserve a special mention. We're lucky enough to have CRM Analytics in our instance which covers all our analytics needs when the already robust native reports and dashboards don't suffice.
Lastly, the integration capabilities of Service Cloud are exceptional. We haven't come across a situation where we couldn't integrate to another one of our systems.
What do you dislike about the product?
Due to the great flexibility and customization, there is quite the learning curve and requirement to dedicate personnel to go through extensive training. Due to so many stakeholders within our Salesforce, it can be a challenge to quickly implement changes, as we need to ensure that the changes will not impact other departments.
What problems is the product solving and how is that benefiting you?
It streamlines our customer support processes through efficient case management, reducing response times and improving customer satisfaction. The robust reporting and analytics tools provide valuable insights into our support operations, enabling data-driven decision-making to enhance service quality continuously. Lastly, its seamless integration capabilities ensure our customer data is always up-to-date and accessible across departments, improving overall collaboration.
It needs some work.
What do you like best about the product?
Case functionality is easy to setup, until you get into Omnichannel etc.
What do you dislike about the product?
Omni-channel is not great. Especially when using Voice. Leadership needs more visibility.
What problems is the product solving and how is that benefiting you?
Bringing our support team into Salesforce keeps our teams connected.
Best customer service product for enterprises
What do you like best about the product?
Service Cloud combined with AI helps you serve your customers right when they need it and your service agents to spend more time helping your customers then searching for answers.
What do you dislike about the product?
Understanding how Einstein comes to its generate conclusions or answers to my questions would be helpful.
What problems is the product solving and how is that benefiting you?
Sales for service cloud combined with self-service channels, helps us deflect or cases and free up for service agents for the most rut work that they used to do
Service Cloud Review
What do you like best about the product?
We migrated from ServiceMax to Salesforce Service Cloud because ServiceMax had too many issues.
ServiceMax Support was poor.
ServiceMax Support was poor.
What do you dislike about the product?
There is nothing that we dislike about Servicd Cloud.
What problems is the product solving and how is that benefiting you?
Case and Work Order assignment and tracking
Service Cloud is highly effective customer service management platform
What do you like best about the product?
Service Cloud is highly effective customer service management platform. It offers :
1. User friendly interface
2. 360 degree customer view
3. Powerful automation
4. AI driven insights
1. User friendly interface
2. 360 degree customer view
3. Powerful automation
4. AI driven insights
What do you dislike about the product?
Cost is always one of the least limited part about Salesforce products
What problems is the product solving and how is that benefiting you?
1. Multichannel customer support
2. Professional support for customers
3. Skills management
2. Professional support for customers
3. Skills management
showing 1,581 - 1,590