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