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.
Omnichannel service console for service agents productivity
What do you like best about the product?
Omnichannel with case management for single view for service agents
What do you dislike about the product?
Not support Line Official account, ig messenger and tiktok messenger out of the box
What problems is the product solving and how is that benefiting you?
For receive case incoming from many contact channels. Also have SLA to track the solving time. Moreover, have knowledge base to support answering.
Service Cloud for health care
What do you like best about the product?
Omni channel and case management are the best
What do you dislike about the product?
Nothing everything looks great. Case history and Omni channel
What problems is the product solving and how is that benefiting you?
Contact center and case management for the call center opeartions
AI is the way
What do you like best about the product?
The ability to integrate AI for a better customer experience
What do you dislike about the product?
Always needing to hire a company to implement what I want
What problems is the product solving and how is that benefiting you?
It helps my reps organize information to solve the issue at hand
Service review
What do you like best about the product?
Allows for tracking and organization of enhancement requests
What do you dislike about the product?
Don't have anything that I dislike as an indirect user.
What problems is the product solving and how is that benefiting you?
Tracking enhancement and roadmap requests. It allows for prioritization and visibility.
Service Cloud Review
What do you like best about the product?
Service cloud has a lot of valuable additions to our service team. Particularly the offline mode is essential for our business as many of our service techs are in mines conducting inspections etc where no service is available.
What do you dislike about the product?
Our company has found the timekeeping aspect to not be up to our requirements. we actually had a consultant build us a new function so that we could effectively capture time the way our business needed
What problems is the product solving and how is that benefiting you?
We use the fsl app to coordinate our field techs to jobs. we have dispatchers, territory managers, and service techs that all use the app. I have received comments from the team that the actions button is nice to house all of our functions
Ability to customize case framework
What do you like best about the product?
We have very unique requirements for cases in our org and it's great that Salesforce gives us the ability to "bend" the case.structure and framework without needing additional custom objects.
What do you dislike about the product?
It can be difficult at times to make small changes in the system if there are automation dependencies. This leads to longer developer lifecycle times and possible regression issues.
What problems is the product solving and how is that benefiting you?
Allows to track and manage our overall claim management process in one place and allows us to track specific tasks involved in each case management record as needed.
Excellent out of box feature
What do you like best about the product?
Case management default features and it's assignment
What do you dislike about the product?
Omni channel not very helpful in our case
What problems is the product solving and how is that benefiting you?
Child welfare related processes
Service Cloud for CS
What do you like best about the product?
Service Cloud helps facilitate an excellent customer experience by threading emails to singular cases which allows us to access all information at hand
What do you dislike about the product?
The only dislikes for us has been around the integration with SAP
What problems is the product solving and how is that benefiting you?
Business wide viability of customer interactions
Excellent Product
What do you like best about the product?
Excellent integration, and great growth product.
What do you dislike about the product?
Finding the right level of integration with our internal stack.
What problems is the product solving and how is that benefiting you?
Provides a single pane view for our users to quickly answer questions.
Powerful tool for taking care of your customers.
What do you like best about the product?
The ability to collect cases from several sources and automatically route them to the appropriate resource
What do you dislike about the product?
It can get confusing to determine what method to use when trying to accept cases (omni, email to case, etc.)
What problems is the product solving and how is that benefiting you?
Service cloud allows multiple groups to work on their own areas while still allowing us to get a big picture of what the customer experience is.
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