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.
Service cloud creates a simplified, one stop shop for our agents
What do you like best about the product?
Easy set up, everything in one place for the agents. Appreciate the easy navigation for the agents. Best thing is the automation to streamline agent workflow and training
What do you dislike about the product?
The cost is challenging, but outside of cost there are some limitations for contact center and coordinating with field employees. It'd be great to see even more available automations related to handoffs
What problems is the product solving and how is that benefiting you?
Automations, and helping our agent efficiency by operating out of a single platform. We also now have better data visibility to understand all interactions with a single client to help us understand our client needso
Product Manager CRM
What do you like best about the product?
Case management and service consoles. The combined platform to use bring your own telephony.
What do you dislike about the product?
I don't like the limited options of using other LLM models
What problems is the product solving and how is that benefiting you?
We are doing customer support and case management.
Service Cloud
What do you like best about the product?
The intake of customers cases and the ability for our reps to work them effectively.
What do you dislike about the product?
Can get messy really quickly. Have to stay on top of things to keep things clean.
What problems is the product solving and how is that benefiting you?
Making it easy to communicate with customers and keeping track of their issues.
The unique selling point is the CRM integration, not he functionality
What do you like best about the product?
It allowes us to remove silots between salea and service function as now all functions are working within the same system and all transactions are transparent and data can be used accross the organization.
What do you dislike about the product?
knowledge management recommend works not very well and a solution for automatic translation is missing.
What problems is the product solving and how is that benefiting you?
It allows a global streamlined and harmonized processing of all cases
Scale your service operations with Service Cloud
What do you like best about the product?
It offers so many useful out of the box features and what I like to most is that both commercial and operational teams are working from one database. Also the possibility to serve multiple channels: email - web - phone - API and so on and the reporting insights.
What do you dislike about the product?
My users dislike the UX the most that some actions still require a lot of clicks.
What problems is the product solving and how is that benefiting you?
Onboard new customers, answering questions and helping them solving issues.
Great Product!
What do you like best about the product?
Service cloud has a great set of features that are constantly evolving to meet the needs of the market and technology changes. The product suite enables us to efficiently manage customer cases, build our knowledge base, and expand our self-service capabilities.
What do you dislike about the product?
This is more a general comment, but sometimes the field limitations can limit our ability to meet the needs of the business, given the size and complexity of our organization.
What problems is the product solving and how is that benefiting you?
Service cloud enables us to support our customers and balance workload across our global agent base. We also heavily use knowledge to drive customer self-service.
Service Cloud for better service
What do you like best about the product?
I like servic cloud for the ability to collect all the data in one place and have a better understanding of the bottle necks and pain points of our customers. We empower sales reps and operations people with the visibility in order to provide better service. We are a service base company and it is what differentiates us from our competitors.
What do you dislike about the product?
A good problem to have but the opportunities are extremely wide. No matter how long you've used it, you are always learning and finding was your improve. The downside is that when logging, if you have other clouds it gives you all the options to log. Which could be daunting for our sales reps who are also using Sales as CRM
What problems is the product solving and how is that benefiting you?
It is helping us better communicate internally with our operations to serve our customers better. It is taking some adoption pushback but it is helping solve problems and improve.
Service Cloud experience
What do you like best about the product?
Single view of customer interactions. Useful
What do you dislike about the product?
Might be a challenge for a newbie. Needs training
What problems is the product solving and how is that benefiting you?
Lack of single common view of customer interactions. Good case & knowledge management. Reduce AHT
Powerful and feature rich but not seamless
What do you like best about the product?
The features like ability to integrate with other tools like jira, asana, slack is super useful. Salesforce ensures the product is updated with latest tech and features.
What do you dislike about the product?
The user interface is not intuitive. Significant bandwidth is spent interns of training and I boarding new users. You may need tweaks to your existing processes to make the features work well with your operations
What problems is the product solving and how is that benefiting you?
Support agents need a knowledge base to refer the policy. It also act as a channel to communicate with support agents.
The contact center solution supports with B2B case management capabilities
The contact center solution supports with B2B case management capabilities
Excellent tool to track all customer needs at one place
What do you like best about the product?
The 360 view and coverage of all customer needs. Also, tracking agent performance, and being able to provide assistance to customers
What do you dislike about the product?
Some limitations around case comments and entitlements
What problems is the product solving and how is that benefiting you?
It's helping the organization in a lot of ways around customer centric activities making agents more productive and resolving customer issues faster
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