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.
Fast Solutions
What do you like best about the product?
The versatility of the platform, and allowing users to access data quickly. It provides our users with a clean and efficient solution for customers, and gets them across the goal line.
What do you dislike about the product?
There is so much going on inside it, that sometimes it feels overwhelming.
What problems is the product solving and how is that benefiting you?
It allows us to track history of issues, and all the different interactions. As well as interact with a customer with their live data available.
Ease of use and feasibility
What do you like best about the product?
Automation, analytics and Case Management
What do you dislike about the product?
Difficult to use without learning and customization. Downtime is also a concern.
What problems is the product solving and how is that benefiting you?
Case Management
Powerful and scalable
What do you like best about the product?
Most helpful is Omni channel and the backing of Salesforce automation to customize and empower users to do their best work
What do you dislike about the product?
It has been a steep learning curve for our users as we migrated to service cloud. A lot of change management was needed to ensure users were trained and felt confident
What problems is the product solving and how is that benefiting you?
Our product is payment processing. Our support center is critical if payments didn't process correctly so we have a place for customers to request help. We can support more customers and our data is integrated with sales data
Salesforce Service
What do you like best about the product?
Ability to contact customers within the case and keep all related calls and contacts within as well to be able to easily access everything you need in one spot.
What do you dislike about the product?
I do not really have anything I have not enjoyed about it thus far.
What problems is the product solving and how is that benefiting you?
Assisting customers in resolving issues quickly and efficiently. Knowing that we can easily find the issues and anyone can jump into a case and be able to read what is going on and assist.
Streamlined operations
What do you like best about the product?
The real-time analytics stand out as the most insightful tool, shedding light on our operations’ strengths and areas for improvement.
What do you dislike about the product?
However, the initial setup can be a bit daunting, requiring time and patience to navigate.
What problems is the product solving and how is that benefiting you?
Service Cloud has been instrumental in revolutionizing our bank’s customer service operations. It has enabled us to consolidate customer interactions across multiple channels into a single view, leading to quicker issue resolution.
Great flexibility to grow with your operations
What do you like best about the product?
Service Cloud has evolved significantly over the past 10 years. The evolution around customization, analytics, and global support has been helpful (especially as your team grows). Given the upcoming AI evolution, I am excited to see the unification of analytics and operational experience for the functional team.
What do you dislike about the product?
I have found the evolution to be slow (and hopeful that the latest innovation will be at faster pace). Omnichannel functionality is finally on par to the custom experience that we built 7+ years ago. Therefore, we are finally adopting the functionality out of the box.
What problems is the product solving and how is that benefiting you?
Service Cloud is the backbone of our Customer Operations team. We leverage it for customer interactions (email / chat / phone) and customer deflections with automated responses leveraging our extensive knowledge base and home grown ML models.
Service cloud
What do you like best about the product?
Ai features all the solutions and the ease of use for the agent
What do you dislike about the product?
Scalability and robustness
All the features
All the features
What problems is the product solving and how is that benefiting you?
Solving case management assignment and improving customer experience
Evaluation service experience cloud
What do you like best about the product?
The self service portals ability to deflect cases and leverage AI responses to serve information to the customer or agent.
What do you dislike about the product?
Licensing model of experience cloud is hard to quantify
What problems is the product solving and how is that benefiting you?
Case management only at present
Strong for supporting our service org
What do you like best about the product?
User friendly, simple way to link to various info needed to service customer.
What do you dislike about the product?
Would like more automation in finding duplicate cases.
What problems is the product solving and how is that benefiting you?
Consolidated service cloud for managing all service related requests.
Industry leading software to provide support
What do you like best about the product?
Clicks vs code approach gives you a platform you can easily implement change and grow over time and stay current with trends. Dynamic lighting pages allowing you to present the correct fields dynamically as the user interacts with Case is a major achievement for us. Doing this with configuration not through development is amazing. Then harnessing reporting and dashboards plus CRM gives us a complete tool for our contact center.
What do you dislike about the product?
There are always more filters I could use for dynamic forms so agents can have best user interface while providing support. Still some missing features in lighting that were in classic.
What problems is the product solving and how is that benefiting you?
Primarily tracking and Case management with CRM and reporting. Salesforce Service Cloud is our tool to track our customer interactions and close issues.
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