Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Very intuitive
What do you like best about the product?
Native updates, usablility. Also like the generative approach
What do you dislike about the product?
Cost is too high and needs to be more competitive
What problems is the product solving and how is that benefiting you?
Solve for agent deflection
Remote customer supporr
What do you like best about the product?
Being able to suppport customers remotely from call centers using chat, voice calls, bots
What do you dislike about the product?
Some features missing with integrations and different objects for messaging sessions and text messages
What problems is the product solving and how is that benefiting you?
Helping customers remotely, support during non business hours
Service cloud user in fintech
What do you like best about the product?
Ease of use for our service agents, applicable use cases in AI and GenAI that serve our specific needs of productivity and scalability.
What do you dislike about the product?
Still need custom development for connecting to our customer account data. Data storage is expensive.
What problems is the product solving and how is that benefiting you?
Guided workflows for agents that are easy to use. Possibility of lots of declarative work so it's easy to maintain.
Great CRM, using Service Cloud since 2011
What do you like best about the product?
We started with Salesforce already in 2011.
Platform might look overwhelming, we wanted from the start a platform that could scale no matter which business ideas would come our path, whatever consumer trent / market change.
We wanted to have connected departments able to service our customers with all the insights (having that single customer view) we have around and be able to advice accordingly.
At Bencom we always think at the long run. We decided to go for SF because even if it is about spending few k’s more to avoid headache, hidden cost of change, migration, purchasing multiple systems and maintaining multiple systems.
Platform might look overwhelming, we wanted from the start a platform that could scale no matter which business ideas would come our path, whatever consumer trent / market change.
We wanted to have connected departments able to service our customers with all the insights (having that single customer view) we have around and be able to advice accordingly.
At Bencom we always think at the long run. We decided to go for SF because even if it is about spending few k’s more to avoid headache, hidden cost of change, migration, purchasing multiple systems and maintaining multiple systems.
What do you dislike about the product?
Platform might be overwhelming to start with. Often you think when is the right time to go to Salesforce? Am I too small, is SF too big? Maybe we should wait another year?
What problems is the product solving and how is that benefiting you?
All phone calls routed through Salesforce = clear overview of customer same for email/chat = 360 view
Service reps now only need 1 view, which saves time rather than multiple screens/platforms
Service reps now only need 1 view, which saves time rather than multiple screens/platforms
Powerful platform!
What do you like best about the product?
Ability to configure the platform to meet our needs.
What do you dislike about the product?
Could use some more out of the box reports.
What problems is the product solving and how is that benefiting you?
Tracking cases and communication with customers.
Easy integration that keeps everything together
What do you like best about the product?
Service Cloud keeps the process of transferring information together effectively.
What do you dislike about the product?
I don't have any real dislikes about Service Cloud.
What problems is the product solving and how is that benefiting you?
Bringing all channels for customers together in one place
Great for help our agents
What do you like best about the product?
Its easy to connect with our data base, and help our agent team, front desk team and back team to get the right answer for our customers.
What do you dislike about the product?
For now only the cost. Its expansive for us in latin america
What problems is the product solving and how is that benefiting you?
Be able to answer our clients fast, personalize experiences.
Ease of customization
What do you like best about the product?
Easy to tailor to the business situation. Customization!
What do you dislike about the product?
The Location and address object have strange architecture with a circular loop.
What problems is the product solving and how is that benefiting you?
Repair management
Seamless customer support
What do you like best about the product?
A centralized solution which enables attending your customer demands during the post selling activities, covering all channels and needs and increasing presence
What do you dislike about the product?
Limited front end interface for callcenter users which leads to developing custon interfaces, and also the steep learning curve required to understand all the comprehensive fratures
What problems is the product solving and how is that benefiting you?
Covering all service channels with deep features and great connexion between other clouds like sales and marketing. Ability to configure different service treams with omnichannel
My journey from Mainframe Developer to Salesforce Service cloud is super excited and interesting.
What do you like best about the product?
Anyone can learn and start working on it. Easy to use and helps our customer's job easy.
What do you dislike about the product?
It is not easy as Sales Cloud to comparately difficult for customization.
What problems is the product solving and how is that benefiting you?
During product maintainace phase, it is easy to work on customer inqueries, complains, feedback, improvement. It help us to improve the customer satisfaction which indierctly help us increase our productivity.
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