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.
Cases
What do you like best about the product?
I really like the Cases functionality to record and report on duplicate or reoccurring issues
What do you dislike about the product?
the queques get cluttered with extra data when importing info on Salesforce cases
What problems is the product solving and how is that benefiting you?
organizing, xollecting and reporting on issues end users are experiencing
Invisible UI.
What do you like best about the product?
UI elements where you normally expect them to be within surprises. Cuts down on our training csts.
What do you dislike about the product?
Not much. New 8ntegratuojs with Einstein will help further the growth
What problems is the product solving and how is that benefiting you?
Provides ready data for the Support teams
Good product easily modifiable
What do you like best about the product?
Very innovative constantly changing. Easy to use
What do you dislike about the product?
Complexity and tech debt of most systems. Can be solved but challenging
What problems is the product solving and how is that benefiting you?
Organization of data and use communications
Service Cloud
What do you like best about the product?
Omni channel has increased our productivity by 40% or more!
What do you dislike about the product?
If you don't get it right during setup, it's very hard to fix in the future.
What problems is the product solving and how is that benefiting you?
Queue management
Case management par excellence
What do you like best about the product?
The flexibility in terms of depicting complex customer support scenarios is what's standing out most to me.
What do you dislike about the product?
Email handling could be improved as composing outbound and reviewing inbound communication is a pain.
What problems is the product solving and how is that benefiting you?
Automations and 360 degree view are imperative to me to improve customer support.
Service cloud helped us streamline our customer journey.
What do you like best about the product?
Having customer case information in the same place as their account and purchasing information has helped give better insight into the customer journey both on the sales and the support side.
What do you dislike about the product?
We like having the customer discussion boards, but being able to have the same discussion boards across multiple experience sites would help make things more cohesive for our partners and customer.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us bring customer support and our customer success teams into one platform, allowing for better communication and collaboration across the departments.
For your call center and more
What do you like best about the product?
We use service cloud to handle external cases from the call center as well as internal cases between our sales and service organizations. Works well for both.
What do you dislike about the product?
Complex configurations are, well, sometimes complex!
What problems is the product solving and how is that benefiting you?
It is the entry point for complaints and service requests for our field service repair business.
Service Excellence in Practice
What do you like best about the product?
A great way to manage your workload and provide agents with a great user experience and automate things to get things done faster and smarter. Powered with AI to make predicitions too.
What do you dislike about the product?
There is a lot of different terminology to learn and additional add on products that can be difficult to navigate to understand what you need depend on your use case or business process
What problems is the product solving and how is that benefiting you?
It's a great way to act as a incoming channel for issues raised via different platforms and methods. You can power this up with a Help Centre so customers can answer their own quesitons and leverage AI Bots too
Excellent Product for Contact Centre
What do you like best about the product?
I like that service cloud provides real-time service with live chat the minute a customer lands on your website.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
What do you dislike about the product?
It can be difficult to navigate for new users since there's so much functionality. There is however great documentation and training
What problems is the product solving and how is that benefiting you?
Keep record of every interaction and allows.us to customize every customer interaction. Case escalation is also another benefit.
Great system
What do you like best about the product?
So much flexibility in the system. Able to manipulate data
What do you dislike about the product?
There are several areas especially in Knowledge where there are opportunities to be more flexible
What problems is the product solving and how is that benefiting you?
Full view of customer data no matter who they contact us
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