Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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High customer satisfaction !!!
What do you like best about the product?
Service cloud provides a 360 customer interaction view, it allows to identify issues early and automated responses
What do you dislike about the product?
Needs to learn from current cases so solutions are available to customers automatically and minimize the representative interaction. Currently Only learning from Knowledge articles
What problems is the product solving and how is that benefiting you?
Enabling customers with better and faster issue resolution and increasing ROI of platform
Incredible Service tool
What do you like best about the product?
One stop self serve experience for employees, partners and customers.
What do you dislike about the product?
Its an expensive tool.
Hard to find resources that know how to code or configure.
Hard to find resources that know how to code or configure.
What problems is the product solving and how is that benefiting you?
One stop shop for our employees who use it 24/7.
Enhanced Agent Productivity
What do you like best about the product?
The ability of Service Cloud to leverage Einstein will drive first call resolution and better outcomes for callers.
What do you dislike about the product?
The licensing model has a high up front cost and no month to month for short term projects.
What problems is the product solving and how is that benefiting you?
SF Service Cloud creates an integrated agent workspace, with AI and real time agent assist.
Great efficiencies
What do you like best about the product?
We migrated to service cloud a few years ago, and we've had great success in organizing our service teams in an efficient and effective manner.
What do you dislike about the product?
I think our biggest challenges have been around adoption of our processes to the product. We'd like to see a better adoption process to be available.
What problems is the product solving and how is that benefiting you?
Operational efficiencies and operational impact.
Service cloud makes case management easy
What do you like best about the product?
Service cloud brings the right level of engagement with case management
What do you dislike about the product?
Current out of the box integration with pardot
What problems is the product solving and how is that benefiting you?
Having a robust customer support function.
I’ve used service cloud at a few different companies, both as a user and as an Administrator.
What do you like best about the product?
It's easy to set up and you can get your team going very quickly. You can make it as simple or complex as you like.
What do you dislike about the product?
Like most Salesforce products, the biggest pain point is price, however if you can manage it, and hire the right people, you can really do about anything.
What problems is the product solving and how is that benefiting you?
It makes it possible to keep helpdesk support in line with the rest of your Salesforce products. Everything in one place.
Director of Global Rev Ops & Biz Apps
What do you like best about the product?
Flexibility of changes
Agile and Scalable
Entitlements aligned with products
Agile and Scalable
Entitlements aligned with products
What do you dislike about the product?
Live agent lag time
Omni channel setup post deployment steps
Omni channel setup post deployment steps
What problems is the product solving and how is that benefiting you?
Managing case loads
Reporting and metrics
Reporting and metrics
Core foundation for any big company
What do you like best about the product?
The core Case management system and email function is fantastic and very easily integrated with sales and cpq. The live agent and WhatsApp functions are intuitive and really help agents.
What do you dislike about the product?
Out of office emails can create issues with email function and the recommended knowledge is not very intuitive.
What problems is the product solving and how is that benefiting you?
The easy and fast handling of complaints which helps customer satisfaction and helps reduce pressure on agents.
Service cloud enables us to gain important insights in service calls.
What do you like best about the product?
Benefits - easily integrates with the other sf clouds.
Easy to provide different look&feel for service agents compared to sales agents.
Easy to provide different look&feel for service agents compared to sales agents.
What do you dislike about the product?
Knowledge data category limitations. There should be more ootb
What problems is the product solving and how is that benefiting you?
Provide crucial insights in time/spare parts utilization
Good experience
What do you like best about the product?
The efficiencies improvements and tools provided to the Support department
What do you dislike about the product?
Would be great to have cases fields automatically tracked for when status was updated
What problems is the product solving and how is that benefiting you?
We're able to track our cases efficiently which has seen a great reduction in time taken to close cases
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