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.
Well experienced.
What do you like best about the product?
Service cloud just works. It's not perfect but case management is really solid and works well at scale.
What do you dislike about the product?
I don't like case comments going away, they were fine. Also don't like that you cannot deactivate hierarchical access to case.
What problems is the product solving and how is that benefiting you?
Self service in our community is key.
Easy to use
What do you like best about the product?
Gives ability to connect with clients in different ways from one central system
What do you dislike about the product?
The live chat functionality is not very intuitive
What problems is the product solving and how is that benefiting you?
Able to store all client interactions at one place
Scaleable
What do you like best about the product?
It is scaleable to meet the current and future needs of the organization. I can use out of the box functionality and add custom complexity as the need arises.
What do you dislike about the product?
If an idea in idea exchange doesn't have tens-hundreds of thousands of votes, don't expect to get it. You have to learn to live without it or customize and live with the downsides of that.
What problems is the product solving and how is that benefiting you?
Tracking customer requests for help and documenting knowledge articles. It is nice that it is using the same data as the rest of the organization. (marketing sales, etc..)
Finally customer centric is possible
What do you like best about the product?
The fact it enables customer centricity.
What do you dislike about the product?
Need to really control APEX proliferation
What problems is the product solving and how is that benefiting you?
Tierless approach to service
Wonderful tool for bringing service into your business
What do you like best about the product?
Upside is allowing us to utilize agent chat.
What do you dislike about the product?
Some of the data structures that we don't utilize but have to work with or around.
What problems is the product solving and how is that benefiting you?
It is providing the engine for live chat.
Service cloud for the quick path to customer satisfaction
What do you like best about the product?
Service cloud gives you and gives you many tools to automate different tasks. To be able to quickly handle complaints and turn what was a customer issue into a customer success story.
What do you dislike about the product?
I am relatively limited in my exposure to service cloud so the limited knowledge I have of some of the functionality is the only real drawback that currently comes to mind.
What problems is the product solving and how is that benefiting you?
The focused place for our customer service and technical service reps be able to solve/ escalate customer cases for a quick turnaround to lead to customer satisfaction.
Easy to onBoard
What do you like best about the product?
Email to Case and Web to Case have both been extremely useful for us as we transitioned from phone calls and emails to a case management system. The biggest challenge we faced is updating our business processes to utilize the functionality.
What do you dislike about the product?
Finding out about so the side features can be a challenge. There's so much to the service Cloud that it can feel like we're just using a fraction of the capabilities.
What problems is the product solving and how is that benefiting you?
Taking us from a phone call /email support organization to one focused on follow the sun support and customer self service for problem solving.
Enjoying the ability to connect with all departments to service clients effectively and efficiently
What do you like best about the product?
Ability to have a 360 view of my customer.
What do you dislike about the product?
There is a lot of code required to roll out something to relative to our customers.
What problems is the product solving and how is that benefiting you?
It allows us to have a 360 view of the customer to allow our agents the ability to act swiftly in supporting our mission.
Service Cloud
What do you like best about the product?
Case management out of bos features are good
What do you dislike about the product?
Restrictions on milestones and case article object
What problems is the product solving and how is that benefiting you?
Better customer relation management
Effective tool for service agents
What do you like best about the product?
Effective automation
Proactive care and self service
Simplifiednc360
Proactive care and self service
Simplifiednc360
What do you dislike about the product?
Looking forward to more innovation in AI.
What problems is the product solving and how is that benefiting you?
Easier csat
Improved nps
Improved nps
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