Agentforce Service
Salesforce, Inc.External reviews
7,031 reviews
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External reviews are not included in the AWS star rating for the product.
Recent call center deployment
What do you like best about the product?
We were able to transform our legacy processes using service cloud best practices
What do you dislike about the product?
The time to deploy a working product and the change management required to get our users to adopt.
What problems is the product solving and how is that benefiting you?
CSR efficiency.
Great tool to enhance your client experience
What do you like best about the product?
Tracking client need and issues while being able to follow up and deliver results
What do you dislike about the product?
To ensure you get the most value you will need specialised resources to help you quickly unpack the benefits
What problems is the product solving and how is that benefiting you?
Ensure we have a 360 view of our clients
Service Cloud powers our ability to delight our customers with timely service
What do you like best about the product?
I love the ability to integrate tools like Slack directly into the Salesforce experience. Slack is a powerful tool for us to collaborate quickly and effectively
What do you dislike about the product?
Sometimes there are too many ways to get things done. Some things are super complicated and detailed. Some things are so rudimentary to be completely useless. We are excited to see everything mature.
What problems is the product solving and how is that benefiting you?
1. Collaboration with swarming through Slack. Drives faster answers to customers and promotes single touch resolution.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
Rich Customer experience and case management
What do you like best about the product?
Various feature of service cloud like case management, email messaging, omnichannel, automating case assignment, escalation rules enhance customer experience. More importantly Service cloud now integrates well with whatsapp to provide better customer service
What do you dislike about the product?
Only limitation I see is the governance limit and limitation around file transfer
What problems is the product solving and how is that benefiting you?
It eases out our apporach of manually creating the cases that we receive through email and whats app. Now integrating whatsapp with salesforce and enabling email to case solves our problem,
Opportunities
What do you like best about the product?
There are so many options that are available through Service Cloud. We are just tapping the service and looking forward to growing.
What do you dislike about the product?
Our current design has opportunity and we are currently investigating our opportunities.
What problems is the product solving and how is that benefiting you?
Adding Live Chat provides an added channel to provide consumer support. We are looking forward to advancements.
Loving it
What do you like best about the product?
Updates are always coming and hit o. The points that we need.
What do you dislike about the product?
What do I get with fsc that I don't get with service cloud.
What problems is the product solving and how is that benefiting you?
Contact center that utilitizes voice text email to case. Being able to route these cases and link them to policies and accounts or other parent cases
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.
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