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 for handling cases, including creation through integrations
What do you like best about the product?
Helps us eliminate phone calls and emails. Hoping to utilize chatbots with GPT in the near future.
What do you dislike about the product?
Not always the fastest UI so the experience feels slow and laborious sometimes.
What problems is the product solving and how is that benefiting you?
Deflection of cases through chatbots, improved case creation through web to case and email to case. Omni-channel routing works well too
Monitoring Real Time Events
What do you like best about the product?
Ability to stream real time events and flexible options to quer data, helps in monitoring the platform and investigation issues as they happen.
What do you dislike about the product?
More events needs to be added for real time streaming
What problems is the product solving and how is that benefiting you?
Smoother customer interactions and ability to serve them
Salesforce
What do you like best about the product?
Conscience and the ease of use. And the integrations with other softwares.
What do you dislike about the product?
Rolling out new functionality needs a lot of salesforce experience.
What problems is the product solving and how is that benefiting you?
Using salesforce for case management and case selection
Improving Self-Service Experience with Service Cloud
What do you like best about the product?
Ability to create Knowledge Library and keep consumers informed about company policies without having to call. Easy to manage, scalable and keep information current
What do you dislike about the product?
Ensuring that outdated data and information is removed. Perhaps including some type of retention or data review policy to ensure that only most current information is within Knowledge Library.
What problems is the product solving and how is that benefiting you?
Case Management. We are able to document details of why a customer is contacting us and the solution offered. Also, to leverage this information for metrics/KPIs
Recent call center deployment
What do you like best about the product?
We were able to transform our legacy processes using service cloud best practices
What do you dislike about the product?
The time to deploy a working product and the change management required to get our users to adopt.
What problems is the product solving and how is that benefiting you?
CSR efficiency.
Great tool to enhance your client experience
What do you like best about the product?
Tracking client need and issues while being able to follow up and deliver results
What do you dislike about the product?
To ensure you get the most value you will need specialised resources to help you quickly unpack the benefits
What problems is the product solving and how is that benefiting you?
Ensure we have a 360 view of our clients
Service Cloud powers our ability to delight our customers with timely service
What do you like best about the product?
I love the ability to integrate tools like Slack directly into the Salesforce experience. Slack is a powerful tool for us to collaborate quickly and effectively
What do you dislike about the product?
Sometimes there are too many ways to get things done. Some things are super complicated and detailed. Some things are so rudimentary to be completely useless. We are excited to see everything mature.
What problems is the product solving and how is that benefiting you?
1. Collaboration with swarming through Slack. Drives faster answers to customers and promotes single touch resolution.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
Rich Customer experience and case management
What do you like best about the product?
Various feature of service cloud like case management, email messaging, omnichannel, automating case assignment, escalation rules enhance customer experience. More importantly Service cloud now integrates well with whatsapp to provide better customer service
What do you dislike about the product?
Only limitation I see is the governance limit and limitation around file transfer
What problems is the product solving and how is that benefiting you?
It eases out our apporach of manually creating the cases that we receive through email and whats app. Now integrating whatsapp with salesforce and enabling email to case solves our problem,
Opportunities
What do you like best about the product?
There are so many options that are available through Service Cloud. We are just tapping the service and looking forward to growing.
What do you dislike about the product?
Our current design has opportunity and we are currently investigating our opportunities.
What problems is the product solving and how is that benefiting you?
Adding Live Chat provides an added channel to provide consumer support. We are looking forward to advancements.
Loving it
What do you like best about the product?
Updates are always coming and hit o. The points that we need.
What do you dislike about the product?
What do I get with fsc that I don't get with service cloud.
What problems is the product solving and how is that benefiting you?
Contact center that utilitizes voice text email to case. Being able to route these cases and link them to policies and accounts or other parent cases
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