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.
Super simple
What do you like best about the product?
It makes customer service so much simpler. It helps to make interactions with customers across platforms seamless.
What do you dislike about the product?
It can be pretty difficult to set up and administer.
What problems is the product solving and how is that benefiting you?
Bringing resolutions to our customers.
Service cloud works great
What do you like best about the product?
We use email-to-case functionality which creates majority of our inflow cases helping our team manage Case load and follow up efficiently.
What do you dislike about the product?
There are some issues sometimes with email-to-case, especially email looping, but we always try to prevent them by using best practices.
What problems is the product solving and how is that benefiting you?
It provides as lot of value for our organization, reports help us track important metrics and help all teams stay connected for best Customer support experience.
Be happy to give good service using Salesforce
What do you like best about the product?
Service cloud have the capability to give the 360 degree service to the customer
What do you dislike about the product?
Lightning template should be easyly define to fullfil customers requirements.
What problems is the product solving and how is that benefiting you?
It's giving all 360 degree view to solve customer's issues.
Service Cloud keeps your support team self sufficient
What do you like best about the product?
Love that we can keep our service team accountable with Queues, Milestones and SLAs.
What do you dislike about the product?
Migrating articles from FreshDesk to Salesforce is a bit cumbersome.
What problems is the product solving and how is that benefiting you?
Streamlining our business to have sales and service in one place.
Service Cloud seems to have endless capabilities but we have just hit the tip of the iceberg
What do you like best about the product?
It provides a space where we can enable service teams to work more productively through various process improvements and automations. Service teams can also collaborate with various teams all within Salesforce.
What do you dislike about the product?
There are some limitations around some automation processes which then have pushed us to purchase Field Service. We know it's a powerful tool but it comes at an added cost to the company.
What problems is the product solving and how is that benefiting you?
Email-to-case is a big process which has helped customer service to more efficiently process orders as well as giving other teams the visibility on those cases. This is something that will also be helping another support team in the near future to remove the manual work of checking an inbox and creating cases.
Easy and fast
What do you like best about the product?
Integration across ecosystem and configuration
What do you dislike about the product?
Data portability, security and naming credentials
What problems is the product solving and how is that benefiting you?
Customer engagements
Improve Call Metrics
What do you like best about the product?
Having all the information on the platform to improve the average call handling time.
What do you dislike about the product?
Nothing yet waiting for the Einstein Gen AI integration.
What problems is the product solving and how is that benefiting you?
Having all the information on the platform instead of swivel chair.
Very nice Dreamforce demonstration with an explanation of flow orchestration.
What do you like best about the product?
The ability to mass communicate update like services outages via flow to your website.
What do you dislike about the product?
Nothing at all. I find it very easy to use as an admin.
What problems is the product solving and how is that benefiting you?
Learning how to merge flows through orchestration to increase service agent productivity.
Service cloud rocks
What do you like best about the product?
Service cloud makes case resolution, support functions, scheduling and dispatch easier from within our SF org
What do you dislike about the product?
Some of the FSL specific functions are tricky to setup and the documentation can be tough to follow.
What problems is the product solving and how is that benefiting you?
Tracking support requests through the resolution lifecycle.
LH Service Cloud review
What do you like best about the product?
The ability to pin cases and create workflows on actions
What do you dislike about the product?
The interface is a bit clunky, but we are looking forward to the dynamic page layouts to fix that!
What problems is the product solving and how is that benefiting you?
We manage client support for consumers and partners. It's nice to have all data in one place.
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