Agentforce Service
Salesforce, Inc.External reviews
7,031 reviews
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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.
Service Cloud Review
What do you like best about the product?
I love the integrative abilities for organizing customer data in chat, web, and telephony routing. The Quick Text and Knowledge Article features are ideal for complex products.
What do you dislike about the product?
More so than other Salesforce applications, I feel Service Cloud requires more plug-ins and oversight to be useful. For the non-techie, managing merge fields and macros should be more user friendly.
What problems is the product solving and how is that benefiting you?
Service Cloud gives our product engineers and customer service reps details into the customers history. It streamlined communication across departments and makes it easy to pass cases off to sales as opportunities.
Service cloud has made it easy for the support team to increase csat and efficiency
What do you like best about the product?
I love the Service Console aspect of service cloud. Service cloud has also opened new exciting products that we can use to enhance customer satisfaction. Like chat, service cloud voice
What do you dislike about the product?
Service cloud with lightning seems to be quite slow causing frustrations with agents. The console also saves the tabs user has opened up in the previous login window causing a lot of open tabs
What problems is the product solving and how is that benefiting you?
Service cloud helps keep all the relevant customer data accessible to the agents and helps in efficiently retrieving that data to satisfy customer needs. This helps in better customer satisfaction
Business Analyst
What do you like best about the product?
Central place for consolidated communication
What do you dislike about the product?
Implementation by 3rd party is not always reliable
What problems is the product solving and how is that benefiting you?
Streamline communication for case management - efficiency and building knowledge base for future use.
Easy to use and add functionality
What do you like best about the product?
Ease of use. It's easy for the team to learn how to use the tool and easy for the tech team to make changes. We have just started using service cloud voice which is embedded and it's very easy as well.
What do you dislike about the product?
Some features could use an update like reporting. I don't want to have to buy an added license to get the basic fields and objects into a report. I spend way to much time in trial and error with reporting.
What problems is the product solving and how is that benefiting you?
It is helping us solve the challenge of free text emails with missing information. We are using community to standardize requests and route them to the right agent
Service in Action
What do you like best about the product?
Salesforce Service Cloud allows my staff to focus on the heart of our company: the customers. Using automation and AI technology allows us to create a human touch with efficient customer service.
What do you dislike about the product?
I don't have any fidlkijes to date. Our company enjoys learning more about available features.
What problems is the product solving and how is that benefiting you?
This allows our customers to have access to professional support and equips them with the knowledge to help themselves.
Case management for tracking documentation
What do you like best about the product?
Cases management is in a central place. Easy to find and share records with peers
What do you dislike about the product?
Dealing with objects I don't need to use
What problems is the product solving and how is that benefiting you?
It is optimizing the way we can get information to the right people to solve the issue at hand
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