Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Great experience
What do you like best about the product?
Customer 360 view, console view, knowledge base
What do you dislike about the product?
Process time of any step since the lighrning expirience
What problems is the product solving and how is that benefiting you?
The ability to see all the time the entier information of the customer, show articles to the reps and make teire life easy by solving cases
Service Cloud is a solid start
What do you like best about the product?
Service Cloud has a good integration with our IVR system.
What do you dislike about the product?
However, our agents have to go to 2 systems for every call ti complete a task. Also our chat capabilities have been difficult to integrate with our websitem
What problems is the product solving and how is that benefiting you?
Salesforce Service Cliud provides ability for us to track calls and connect them to the account records in Dalesforce so we have a historical record.
I like Service Cloud
What do you like best about the product?
It's easy to manage, the UI is intuitive. I find really useful the case management because it's easy to implement and easy to use
What do you dislike about the product?
Sometimes the implementation of soma feature is not so intuitive
What problems is the product solving and how is that benefiting you?
It's helping me to have a more fluent workflow
Service Cloud is under utilised
What do you like best about the product?
Ease of use on cases, easy to implement, web to case specifically
What do you dislike about the product?
Omni channel is not so easy to implement, can do with improvements and under utilised
What problems is the product solving and how is that benefiting you?
Managing tickets and priority cases are easy to manage and allocate.
CRM Mgr
What do you like best about the product?
Helpful: very easy to navigate
Negative: multiple page layout versions were implemented before my time
Negative: multiple page layout versions were implemented before my time
What do you dislike about the product?
Multiple record types deployed before my time
What problems is the product solving and how is that benefiting you?
All depts have same access to info
We have been able to bring case management forward for teams using email to manage their work.
What do you like best about the product?
Ease of setup and use. We can quickly onboard a team.
What do you dislike about the product?
Engaging teams properly without so much customization.
What problems is the product solving and how is that benefiting you?
Automation for our support teams with service management and customer support.
Timesaver!
What do you like best about the product?
The ability to reduce hold times, and streamline processes.
What do you dislike about the product?
Transitioning from legacy system to SSC.
What problems is the product solving and how is that benefiting you?
Reducing hold times, streamlining processes, equipping service reps with tools to assist them quickly.
Sales game changer
What do you like best about the product?
It allows our sales and service teams to get the data they need to do their jobs accurately and timely.
What do you dislike about the product?
The only thing I don't like is that you can only audit 20 fields per record.
What problems is the product solving and how is that benefiting you?
Allows our teams to provide our clients with great service.
Service cloud for Contact center
What do you like best about the product?
Case management, event tracking and utilizing customer 360 data to serve the customers are the most useful when it comes to contact center implementation
What do you dislike about the product?
AI advancement and feature to take actions on data to serve client effectively in a timely manner. Agentforce seem to have a lot of these potential!
What problems is the product solving and how is that benefiting you?
Lost wallet, service issues with FSI client alongside streamlining customer 360 data to fuel service conversations.
Service Cloud: A Great Solution for support solution
What do you like best about the product?
Service Cloud allows for the consolidation of data across various channels. Allows us to have a 360 view of all our stakeholder/ employee interactions from their support requests to needs related to data.
What do you dislike about the product?
Lack of control around integration of data.
What problems is the product solving and how is that benefiting you?
Requests for needs and challenges
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