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.
Case management & Omnichannel
What do you like best about the product?
Its Case management and Omnichannel capabilities are awesome.
What do you dislike about the product?
There is none so far. I liked everthing I worked on so far.
What problems is the product solving and how is that benefiting you?
Live agents and then omnichannel followed by case management.
Current assessment
What do you like best about the product?
The ability to see historical case management and future ability for AI
What do you dislike about the product?
So customizable sometimes it makes support an issue with our organization
What problems is the product solving and how is that benefiting you?
Allowing us to see more of the 360 degree view.
Service cloud
What do you like best about the product?
Documenting every customer interaction and the ability to automate workflows and get insights
What do you dislike about the product?
There isn't anything in particular about service cloud that is disliked
What problems is the product solving and how is that benefiting you?
Documents every customer interaction, develop reports for our operations staff and process improvement
Automated service request and assigns to appropriate staff
Automated service request and assigns to appropriate staff
Solid, flexible tools
What do you like best about the product?
Customizability, flexibility, always secure & available.
What do you dislike about the product?
Lead time on feature requests. Some fixes/requests with many upvotes by customers take a long time (years) to be general release.
What problems is the product solving and how is that benefiting you?
Organizes customer requests and generates SMODS for dev team.
Experience I. Service for last 8 years
What do you like best about the product?
Service cloud is very good with the case management and computer telephony integration with five nine. Surveys and experience cloud takes customer engagement to next level.
What do you dislike about the product?
Wish the solution management is good and I wish there is a better integration with asset.
What problems is the product solving and how is that benefiting you?
Case management is the current primary usage
A good platform where connect your customer experience
What do you like best about the product?
That give you the opportunity to have all the customer experience and support to our clients... It is easy to use declarative tools to provide paths to supports our process
What do you dislike about the product?
It could be nice to have some sort of pipeline into the case managing business process. It will be helpful for the users.
What problems is the product solving and how is that benefiting you?
It is solving the problem to follow how do what to our clients... We can follow every interaction with them.
Invaluable asset.
What do you like best about the product?
We went to Salesforce from Siebel and it improved our user experiense dramatically. Case managment, order managment and other Salesforce capabilities make the work of our call center agents so much easier.
What do you dislike about the product?
Not much, our users like working with Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
It makes the work of our Call center agents so much easier.
Service cloud - Great
What do you like best about the product?
Extremely customizable with a smooth UX!
What do you dislike about the product?
Sometimes can be overwhelming if not designed well and streamlined
What problems is the product solving and how is that benefiting you?
Assignments of cases and support to isers
Biz manager view cases only
What do you like best about the product?
It's helpful that all the clouds link. I like the transcription functionality on cases
What do you dislike about the product?
Access to cases can be difficult to view if you are not specifically listed on the team
What problems is the product solving and how is that benefiting you?
It's showing our customers that we can help them with info and we don't expect them to search themselves for every little thing
Great start
What do you like best about the product?
Ease of access and setup. Connectivity with sales cloud that we didn't have before
What do you dislike about the product?
Nothing so far! We need to continue using
What problems is the product solving and how is that benefiting you?
We have a HelpDesk that we know will step up its performance with Salesforce- we use sales cloud so it's very convenient
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