Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Great
What do you like best about the product?
Integrations to other telephony. Specially for Genesys
What do you dislike about the product?
It can be complicated to implement. Should have a full solution
What problems is the product solving and how is that benefiting you?
Call center centralization
Lots of capabilities, keeps growing!
What do you like best about the product?
I love that you can see all the customer info in one place along side case history. Also excited to see the AI automation that's coming!
What do you dislike about the product?
It feels resource intensive to create new case types and set them up for email to case
What problems is the product solving and how is that benefiting you?
Keeping track of our cases and statuses for all customer service interactions, reducing email traffic and ensuring all agents have a single view of history
Great for service
What do you like best about the product?
We have deployed Salesforce Field Service to be on the same platform as our CRM and sales teams which has been a great. Simplified a lot of data exchange
What do you dislike about the product?
Field Service is very complicated, and a newer addition to Salesforce. Not bad really, but can be complicated for a larger business.
What problems is the product solving and how is that benefiting you?
Single source for customer location, asset, and contact information.
We love Salesforce Service Cloud!
What do you like best about the product?
This is a great CRM for service work. Our teams loves the ability it provided us to be able to collaborate and track and report on information
What do you dislike about the product?
There isn't much to not like. Seriously
What problems is the product solving and how is that benefiting you?
This is the area where external and internal people can open a case and get assistance
Service cloud review
What do you like best about the product?
The service cloud helps our reps gain access to important customer information all in one place making for more efficient phone calls.
What do you dislike about the product?
The Salesforce service cloud requires a bit of customization.
What problems is the product solving and how is that benefiting you?
One place to gain important information about our customers.
Fast, intuitive and loved by Customer Service
What do you like best about the product?
I'm primarily impressed by the Customer Service team's embrace of the system. They find it intuitive and have no significant complaints. I observed it's fast compared to other tools. And it seems to integrate well with our other tools.
What do you dislike about the product?
So far I have no negative feedback. We have only begun adopting the system. More integration will be happening in The Q1 - let's see what that brings.
What problems is the product solving and how is that benefiting you?
Has reduced the number of tools that must be toggled between. Faster and much more modern than the previous tool. It's also demonstrating SF capabilities inside Henkel.
Manager Salesforce Ecosystem
What do you like best about the product?
Service Cloud is the center of customer care. Intuitive to setup and maintain as an Admin, flexible to customize and allows us to provide the best experience to our customers.
What do you dislike about the product?
The chat functionality is a bit behind the times but I know this is constantly evolving.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to provide white glove service to our customers and makes it easy to connect with them. Having live chat connected in and Omni channel implanted increases agent productivity.
Service cloud is awesome
What do you like best about the product?
Our customer and field service agents can see and organise their work schedule with ease
What do you dislike about the product?
Nothing, it's great. It does everything we need
What problems is the product solving and how is that benefiting you?
Bringing our customer problems to the right agent at the right time.
Good Product
What do you like best about the product?
Sercvice Cloud is a good platform helps our customers to connect us and access to various resources.
What do you dislike about the product?
It does requires some learning time to get completely on board.
What problems is the product solving and how is that benefiting you?
Quick access to articles and resources we provide to customers
Service cloud Dreamforce
What do you like best about the product?
Possibility to share information between colleagues. Implementation possibilities of Knowledge
What do you dislike about the product?
The few options to manage your own layout
What problems is the product solving and how is that benefiting you?
The possibility for the management to see and manage the workload. Better customer experience.
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