Agentforce Service
Salesforce, Inc.External reviews
7,031 reviews
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External reviews are not included in the AWS star rating for the product.
Huge help for our Customer Service team.
What do you like best about the product?
Case management is easy for our users. Agents can reassign cases when others are out. Automations have changed our team dynamics and allowed for more efficient handling of customer inquiries.
What do you dislike about the product?
Inability to export information especially pricing.
What problems is the product solving and how is that benefiting you?
Email management.
Greate experience at Dreamforce
What do you like best about the product?
Sale ice cloud centralized all services, cases and channels all in one place.
What do you dislike about the product?
Some of the configurations are hard to configure.
What problems is the product solving and how is that benefiting you?
Centralize service in one place.
Rapid Ramp Management
What do you like best about the product?
Ease of implementation and integration with telephone and reporting platforms
What do you dislike about the product?
Pricing model for short term projects are challenging
What problems is the product solving and how is that benefiting you?
CRM
Great platform, especially if you can connect all your orgs data
What do you like best about the product?
Adaptability to any business need and the ability to continually change
What do you dislike about the product?
So many features require full data integration
What problems is the product solving and how is that benefiting you?
Understanding customer requests types, trends, need
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.
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