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.
Salesforce integration on track
What do you like best about the product?
We have been working with Salesforce to integrate and support the knowledge of Customers and meet the where they are. Our Reps have benefitted from having so much information in one spot and being able to see why they potentially are contacting us and start the call/email/chat on a more personal note.
What do you dislike about the product?
Keeping compliant with contractual needs can be a challenge. Union negotiations only occur every 4 years, so it can take awhile to vote for changes that impact their responsibilities. It has also taken a long time to develop and it still is not what we were sold. Our end users saw the potential in user training, but haven't seen it in production.
What problems is the product solving and how is that benefiting you?
We were able to create a chat portal to open a new channel for supporting customers. We have it limited to just our enrolled members and it's very popular. We are looking for ways now to expand chat opportunities while adhering to PCI compliance.
Ease of use bringing better customer experience
What do you like best about the product?
The service console where you have all grouped to solve cases
What do you dislike about the product?
Connecting to the different channels to create a truly Omni-channel experience can be complicated
What problems is the product solving and how is that benefiting you?
Case creation and follow up, case escalation with alerts you can easily escalate casss to the proper levels on the organization
We selected Salesforce as our first legitimate CRM
What do you like best about the product?
The holistic experience of knowing everything and accessing everything on our constituents in a single place, with automations to alert agents and clients, plus the potential of AI to add insights we may not have seen on our own.
What do you dislike about the product?
Choose your partners well - a good partner will help you ask good questions and find the straightest line to a solution. Without a good plan, a design and build can go off the rails and get expensive pretty quickly.
What problems is the product solving and how is that benefiting you?
We had been operating part of our work flow (lead list) out of a spreadsheet before entering into a very feature-limited CRM (basic information storage only). Now using Service Cloud as a full-service solution for all levels of care for our constituents. Also added round robin app to disperse inbound comms to available agents, and will be launching a community portal shortly, where our agency partners can view and update their own information or create a case (a first for us). This will facilitate unprecidented communication and transparency with our partners and clients.
good point
What do you like best about the product?
Use amazon connect , Call centers can be easily built.
What do you dislike about the product?
There's nothing particularly bad about it.
What problems is the product solving and how is that benefiting you?
It will solve all your problems and you will be able to use your time more effectively.
Valuable
What do you like best about the product?
Having all sale and service information under same umbrella.
Support different support channels.
Support different support channels.
What do you dislike about the product?
SLA measurement has many problem
Slack integration doesn't support all use casea.
Slack integration doesn't support all use casea.
What problems is the product solving and how is that benefiting you?
One stop shop for all the customer needa
Cases for the win!
What do you like best about the product?
Email-to-Case makes service team more productive than simply using outlook
What do you dislike about the product?
Cases are perfectly set up for a call center type of implementation but needed a bit of customization in our business model where emails need to be tied to an account, and account owner, but the email sender is a contact of another company (a broker/partner that we work with on multiple client accounts)
What problems is the product solving and how is that benefiting you?
Cases give our service team and service manager insight into unresolved issues, provide SLA insights and we've incorporated a "Time to first response" field since a large number of our cases are not able to be closed in a single interaction, but we need to ensure that we initiate contact quickly.
Salesforce Solutions Managed
What do you like best about the product?
Service cloud has great features to make calls with CTI integrations, send communications like emails/ faxes and log incident tickets
What do you dislike about the product?
Integrations to data lake, push and pull data. Not much from out of the box reporting
What problems is the product solving and how is that benefiting you?
Managing contact center. Agents reach out to prescribers patients etc
25+ year experience in Service Centers development
What do you like best about the product?
All-in-one solution for Service centers from self-service to personal service with reporting cababilities. Ability to build seamless processes across Customer-facing employees: Service, sales, marketing, etc. And soon obviously good AI and automaation tools :)
What do you dislike about the product?
Expensive pricing even it comes to occasional (case management) users such as back-Office users, etc. Please introduce New "light user" licensing model. Active users license model is currently Ok, but A bit expensive compared to MS Dynamics.
What problems is the product solving and how is that benefiting you?
Combine disconnected Service channels into ole. Service process engine including self-Service and automation. Cooperation with sales, marketing, etc. As end-result internal efficiency and employee satisfaction increases that reflects positively to Customer satisfaction.
Service Cloud is getting better
What do you like best about the product?
The customer 360 view and Omni Channel. I love that everything can be done at one spot
What do you dislike about the product?
The additional cost for sales could users and expensive than the competitors
What problems is the product solving and how is that benefiting you?
Not being used in the current organization
Service Cloud Review
What do you like best about the product?
I love the dashboards! I appreciate I can see where I line up against my peers
What do you dislike about the product?
Nothing much to report. My company wishes to see more
Time saving opportunities.
Time saving opportunities.
What problems is the product solving and how is that benefiting you?
It allows for easy access to all of my client information. Any customer success representative is equipped with the tools they need to help our clients succeed.
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