Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Simple, clear. The optimal way to go
What do you like best about the product?
It creates an easy and streamlined way to collect data that allows us to track customer interactions and cases. It is easy to use and understandable to even the non tech savvy
What do you dislike about the product?
Records can get increasingly confusing as more and more nuance is added in, especially for more specific and niche clients. It becomes a mess of information that is not organized.
What problems is the product solving and how is that benefiting you?
It solves the problem of tracking and maintaining cades with customers. It benefits the data collection and speed of getting back to users as they navigate problems.
Service Cloud Review
What do you like best about the product?
Automations, we've migrated a few teams from Outlook to Service Cloud Case Management, and the thing they love most is the automations we can build for them. Some are as simple as sending reminders to agents when cases have been sitting without movement for too long, and others are more complex, involving multiple field updates, data prepopulation and contract retrieval.
We now look forward to adding an agent to the process.
We now look forward to adding an agent to the process.
What do you dislike about the product?
I think there is still room to improve the deduplication of cases especially when customers email multiple addresses set up with email to case. We have tied to educate our internal and external partners on best ways to get the right information, but it always seems like we're battling duplicates.
What problems is the product solving and how is that benefiting you?
Automations are saving our teams a lot of time and having customer communication so easily tracked across all cases in Salesforce, not just the one they're currently working, has really helped our service team understand the breadth of the issue, how to resource it, and when it was appropriate to escalate.
service cloud
What do you like best about the product?
ease of use and simply daily work to simple task
What do you dislike about the product?
nothing, it's great, Waiting for more new features
What problems is the product solving and how is that benefiting you?
case management
Salesforce Administrator
What do you like best about the product?
Able to customize and centralize client deliverables and needs across various departments responsibilities. Also, many options of tools and resources that integrate with service cloud.
What do you dislike about the product?
Limited in ideas as to how best use manage some of the features available. Training as to how to modify is difficult as well. Takes time for users to update database.
What problems is the product solving and how is that benefiting you?
Service cloud is the best place and option to centralize all client data and push users to be the source of truth. Many options for integration with other apps.
Literally saves so much time
What do you like best about the product?
It saves soo much of time for our support team when it comes to quickly locate our customers and its data, what equipments they have and what level of support they qualify for. Easily integrated with our backend system.
What do you dislike about the product?
Couple of major issues that we are facing with salesforce service coud is data mapping, not sure if we are doing it incorrectly or its issue. Another issue is of duplicate records.
What problems is the product solving and how is that benefiting you?
Its seamless integration with chat and helps call enter to get one pain of glass with all the customers data and easy to resolve the issues by knowing your customer
Service platform that does the job
What do you like best about the product?
I like that we can integrate it with many other systems to provide agents with information that helps them provide customized service to our customers.
What do you dislike about the product?
We dislike some of the reporting limitations that are inherent in the native reporting feature. For our reporting needs, we need to build custom analytical reports or use Tableau.
What problems is the product solving and how is that benefiting you?
It helps provide one system for customer service issue resolution, monitoring, and communications management coming from multiple channels. We also use it to provide multiple methods of customer self-service.
Simplify work and processes for your agents and customers
What do you like best about the product?
Ease of configuration
Features are apt to service needs
Features are apt to service needs
What do you dislike about the product?
Product names change
Pricing and licensing difficult to understand
Pricing and licensing difficult to understand
What problems is the product solving and how is that benefiting you?
Self service and case deflecting
Best Customer Success Tool
What do you like best about the product?
It enables our team to quickly and effectively help our customers with their bugs / questions / enhancements requests.
What do you dislike about the product?
Knowledge articles and cases would be more powerful if we could easily integrate with Jira.
What problems is the product solving and how is that benefiting you?
Bugs reporting and how-to question management
Very good service features for customers and representatives
What do you like best about the product?
OOTB chat feature
Einstein Bot makes it more interesting
Case management & queue management is easy to setup
Email to case is pretty easy feature
Einstein Bot makes it more interesting
Case management & queue management is easy to setup
Email to case is pretty easy feature
What do you dislike about the product?
Slowness
Chat is not intuitive per the maket standards
Chat is not intuitive per the maket standards
What problems is the product solving and how is that benefiting you?
Customer experience very big asset
Service cloud review
What do you like best about the product?
Creating a unified experience between multiple users and customers with tools like Omni-channel
What do you dislike about the product?
I can't think of specific examples off the top of my head
What problems is the product solving and how is that benefiting you?
It really helps us manage our incoming cases from multiple different areas of our company, and allows our teams to easily communicate with very different audiences
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