Agentforce Service
Salesforce, Inc.External reviews
7,031 reviews
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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.
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.
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