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.
Moving to the service cloud has been great for our department and agents
What do you like best about the product?
Great for us to manage our requests from customers. Manages cases and phone and chats
What do you dislike about the product?
None at this time. We have opportunity but look forward to future releases
What problems is the product solving and how is that benefiting you?
Managing our new work of chats and. Streamlining the processes
Service Cloud AI features review
What do you like best about the product?
New innovative features such as Einstein replies, case classification and case summarization.
What do you dislike about the product?
License cost is high. Add more solutions such as sentiment analysis to case summarization.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is primary medium via which our agents work on customer cases. Case routing, case comments, KB search are some of the amazing features that enable our agents every day to solve customer reported issues. Agents can close many cases quickly and reporting enables efficient monitoring for supervisors. Milestones help ensure that response and resolution time deadlines are met.
Connect
What do you like best about the product?
The connection it brings - customer and agent
What do you dislike about the product?
Nothing to note it's overall been a great product
What problems is the product solving and how is that benefiting you?
Allows us to give information to our agents allowing us to meet our customers where they are.
Good stuff for aftermarket products and customer 360
What do you like best about the product?
Integration with current legacy in an enterprise
What do you dislike about the product?
Customization on for legacy integrations
What problems is the product solving and how is that benefiting you?
Customer view
Good for phone reps
What do you like best about the product?
For a user who spends all day in front of a screen it's a great tool
What do you dislike about the product?
Still have too many ways a user can open multiple windows and break dialers
What problems is the product solving and how is that benefiting you?
Efficiency in processing cases and logging calls made to customers
The Best CRM System Ever
What do you like best about the product?
You're able to customize so much as far as the layout and components, therefore increasing the advisors happiness. It's the most comprehensive way to store customer data and their previous interactions. The Service Cloud is the best program I've worked with.
What do you dislike about the product?
I wish there was an ability to send mass emails to accounts and link the activity on all. That would help save time for advisors on a massive scale. It would be nice to be able to also log a call to more than just two accounts in case there's a contact regarding to more.
What problems is the product solving and how is that benefiting you?
Ability to house so much data on leads and callers. It's easily organized, easy to locate and understand for an advisor. The searchability is wonderful for looking for a phone number, name or address.
Service Cloud for Claims
What do you like best about the product?
Reducing the amount of time it takes to work a case.
What do you dislike about the product?
Nothing at the moment. We are currently in development.
What problems is the product solving and how is that benefiting you?
We're currently developing Service Cloud but are excited about the capabilities to reduce case time and assist customers faster.
Super excited about what AI can do to improve efficiency in customer support
What do you like best about the product?
AI driven technology saves time and provides better customer experience
What do you dislike about the product?
Still requires human invention. Look forwards to fully automated solutions
What problems is the product solving and how is that benefiting you?
One platform for all customer success roles in large global organization
Service cloud has help connect support with data
What do you like best about the product?
Service cloud has allowed us to connect our data with our help center so that it's all in one place and easy to access.
What do you dislike about the product?
You have to have a plan in advance before implementing because it can do a lot of things. Sometimes this can be difficult.
What problems is the product solving and how is that benefiting you?
Single source of truth and connected call center
Service cloud helped us move from a call center support to self service/case management
What do you like best about the product?
Service cloud helps us with automated queue routing based on the support scenario and helps get the case support from the right team. Also, case to web helps generate knowledge articles
What do you dislike about the product?
Integration with slack will be helpful, also the workflows in service cloud can improve to guve more flexibility around the routing process plus case deflection
What problems is the product solving and how is that benefiting you?
Helped us move away from call center support towards self service. Plus case to web features are a huge unlock for case deflection capabilities. With AI shaping, hoping to unlock much more!
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