Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Awesome.
What do you like best about the product?
The over all start to finish customer experience.
What do you dislike about the product?
Not sure what can be integrated into it from outside sources.
What problems is the product solving and how is that benefiting you?
Automation
Excellent tool for managing service cases
What do you like best about the product?
I love how easier it is for our service teams to manage cases using shared account and contact data sets with sales cloud
What do you dislike about the product?
I don't like that we needed to do a lot of customization to make the platform work for our needs.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us manage a wide variety of cases managed by numerous support teams.
Service Cloud at Emerson
What do you like best about the product?
As a certified SFDC admin I love the power Omni Channel gives my business team. Configuring users to receive cases is a si
ple process and data found in Onmi Supervisor allows for users to have a real time understanding of their backlog and helps orchestrate beneficial change.
ple process and data found in Onmi Supervisor allows for users to have a real time understanding of their backlog and helps orchestrate beneficial change.
What do you dislike about the product?
Skill based routing via Omni Channel can easily breakdown and cause frudtration for the business teams.
What problems is the product solving and how is that benefiting you?
SFDC helps enables chat globally, a major net new enablement for most of our teams. We are also reducing backlog and getting customers answers faster!
It’s an amazing app for someone who has to work on cases on a daily basis
What do you like best about the product?
The ability to navigate to records that are useful for a service rep to resolve issues is the most important part. Having it all in one place is really important
What do you dislike about the product?
It is sometimes slow and has a few bugs which are uncommon so it's okay but would love to fix those
What problems is the product solving and how is that benefiting you?
Service cloud helps my company's service reps to work on their cases in an efficient manner and enhance the CSAT
Seamless
What do you like best about the product?
A comprehensive and centralized view of customer data, enabling efficient case management
What do you dislike about the product?
The cost, it is incredibly hard to forecast how much exactly the platform will cost you for authenticated logged in users.
What problems is the product solving and how is that benefiting you?
personalized and efficient support to your customers across multiple channels.
Low code solutions
What do you like best about the product?
Being able to quickly create solutions with low code greatly increases productivity for devs and the users.
What do you dislike about the product?
Sometimes troubleshooting takes long, finding answers is not as easy
What problems is the product solving and how is that benefiting you?
Making easier for our custumer services to help our custumers purchase and manage our products
Service cloud helps to fully support your customers
What do you like best about the product?
Service cloud gives a full picture of your customer. You can see your digital interactions, from chat to calls as well as support cases. Support cases track your customer issues and requests which enables the measurement of areas of improvement to help to retain customers. Service cloud reallly helps to see a true picture of your customer.
What do you dislike about the product?
Messaging in service cloud has some areas that still need to be improved. Our company can't use messing because we use person accounts. We really wanted to use messaging however it doesn't work well with person accounts.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is helping to resolve customer issues We use service cloud for calls and chats. We measure our response time and customer issues with service cloud.
Service Cloud
What do you like best about the product?
I love the new version of messaging for web.
What do you dislike about the product?
Lack of social channel offerings forcing us to use a 3rd party.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud with live chat features enables us to bring more personalization to our customer journeys.
Review of Service for student experience
What do you like best about the product?
We love the ability to use Case Mgmt to faciltate student advising engagement. The cases can be used for reporting metrics and Notes are visible to other advisors
What do you dislike about the product?
We would like to present case queues and data to users without having them log into SF. We would like to leverage Experience more but is challenging.
What problems is the product solving and how is that benefiting you?
Academic advising and connecting students to advisors
Great platform
What do you like best about the product?
It is easy to configure, allows you to set it up without any development knowledge, if what you need is a basic routing of cases to agents
What do you dislike about the product?
Contacting support can be challenging, since they don't have all the answers
What problems is the product solving and how is that benefiting you?
It's used to handle and keep track of guests issues
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