Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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An ocean of possibility
What do you like best about the product?
The most helpful is that the out of the box solution will be able meet at least 80% of the customer care teams need, but there is the option to customize the application to make it specific to the needs of the business.
What do you dislike about the product?
Don't go down the rabbit hole of customization that so many companies do which will make taking advantage of feature updates nearly impossible.work with an architect and business to not clone an existing system but to use out of the box items!!!
What problems is the product solving and how is that benefiting you?
It is easy to get started with new features that come out three times a year. The ability to prototype the latest and greatest features with business sponsers to get on board with driving business on
Good
What do you like best about the product?
Because many customers are looking for support through automation.
What do you dislike about the product?
Users in the organization can't send images to the other party in chat.
What problems is the product solving and how is that benefiting you?
If the person in charge changes, we can respond with the same quality. Beginners can also answer with reference to past knowledge.
first in class
What do you like best about the product?
Fast to implement, step by step channels connecticity and AI powered
What do you dislike about the product?
It's quite Pricy and the expertise needed for the ROI is rare
What problems is the product solving and how is that benefiting you?
High volume of calls and data spread over lots of different systems
We’ve transformed service
What do you like best about the product?
Lots of out of the box capabilities that makes the 0 to 1 product development lifecycle much faster.
What do you dislike about the product?
There's a lot to learn and understand about the product which can take time to become an expert and truly utilize the full functionality.
What problems is the product solving and how is that benefiting you?
Transitioning phone calls to digital interactions.
Great and agile for field service and salea
What do you like best about the product?
Easy to implement and act on analaytics and reporting.
What do you dislike about the product?
Ability to integrate sales and service cloud into organic workflows
What problems is the product solving and how is that benefiting you?
Case management through service and sales
Review
What do you like best about the product?
Good case management tool. Many out of the box solution and also can be customised to meet our needs.
What do you dislike about the product?
Report feature is limited and basic. Unable to do multiple row levels formulas.
What problems is the product solving and how is that benefiting you?
We now have a unified view of customer interactions which we did not have before
Service Cloud is great for enterprises
What do you like best about the product?
They are pushing the boundaries on how we can provide support. With Ai and Gen Ai we are going to see so many new possibilities and new team structures. It's going to be a wild wide.
What do you dislike about the product?
It is definitely tougher to build out due to the level of customization you can have.
What problems is the product solving and how is that benefiting you?
They're enabling us to automate via ai and easily implement GenAi.
Service Cloud Great addition to the Salesforce Products portofolio
What do you like best about the product?
Takes out any Integration issues and having all in one solution makes it a great addition.
What do you dislike about the product?
So far there are no things that I dislike. Will continue testing it out and update if necessary.
What problems is the product solving and how is that benefiting you?
Overal performance improvement .
Service cloud
What do you like best about the product?
Omni channel usage and knowledge base usage
What do you dislike about the product?
Connecting existing service portal to service cloud, no additional customizations for live agent
What problems is the product solving and how is that benefiting you?
Case management and knowledge articles
Using Service Cloud for different types of customers
What do you like best about the product?
My favorite part about service cloud is the integration with experience cloud. The ability to use them for different customer types and customizing it across consoles.
What do you dislike about the product?
My least favorite part is as you continue to customize it, you lose certain OOB components.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us to bring in many different types of cases and routing them to the correct place.
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