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.
Nice for complex Service processes
What do you like best about the product?
Automationssystem, flows email Functionality
What do you dislike about the product?
Email Header is the only Option to Track email communication. Reference is Not possible
What problems is the product solving and how is that benefiting you?
Complex Service processes
Service Cloud KT
What do you like best about the product?
Ability to see a whole guest and being able to assist
What do you dislike about the product?
That you can do one thing so many different ways
What problems is the product solving and how is that benefiting you?
Whole guest visibility
Take care of your customer
What do you like best about the product?
Service Cloud provides internal and external users everything they need to service our customers. It has helped to define and enable a better customer service process.
What do you dislike about the product?
User adoption takes some time to get right and don't forget the change management.
What problems is the product solving and how is that benefiting you?
Visibility of customer issues across the company and easier collaboration.
Chat function and auto messaging are great tools. Would like to see enhancements
What do you like best about the product?
The best thing is the ease of use for agents and the ability to have auto messaging for chats. We get about 400 chats a month and having the service cloud be able to connect to cases is great!
What do you dislike about the product?
So two things needs improvement Omni channel needs two updates. 1. Adding attachments. We deal with students who need to be able to provide screenshots of the issue they have and currently we have to create a case after the chat for them to do that. 2. Multiple chats for for one case. Sometimes a case will have a second chat from the student or a second case for the same chat.
What problems is the product solving and how is that benefiting you?
It is our front line to supporting both student and teachers for our large university setting. It gives us the ability to support, review and analyze trends. Next AI!
Comprehensive and customizable to meet business needs.
What do you like best about the product?
Easy to use interface. Combines multiple data points into a single view. Reporting and dashboards help understand business successes and failures.
What do you dislike about the product?
Sometimes it is not flexible to handle business requests. More flexibility in design.
What problems is the product solving and how is that benefiting you?
Helps are teams to better collaborate and solve customer issues. Allows management to gain visibility into metrics.
It makes life easier for the end user
What do you like best about the product?
How the end user can get most everything done from one single place/page
What do you dislike about the product?
Nothing comes to mind. The guided setup makes life easy.
What problems is the product solving and how is that benefiting you?
Allowing clients to reach out from different methods
Service cloud for customer success
What do you like best about the product?
Salesforce service cloud empowers our contact center and customer success team members to centralize customer touch points and create a comprehensive customer profile.
What do you dislike about the product?
Your experience may only be as good as your own internal processes. Refining those allows service cloud to provide the best possible experience for your internal and external customers.
What problems is the product solving and how is that benefiting you?
It creates a central place to track internal work units as well as customer contacts and touchpoints.
A plethora of features
What do you like best about the product?
I find omni-channel to be the most helpful feature, for me. It really sets me up for success in terms of directing cases.
What do you dislike about the product?
I wish there were a better way to track when a product was released that solved an issue, so it could be related to a case
What problems is the product solving and how is that benefiting you?
I'm able to receive feedback and questions or reports from all my users regarding system issues - it allows me to prioritize, sort, and close out any tickets as needed.
Effective customer service through service cloud
What do you like best about the product?
Effective Service capabilities through Case management
What do you dislike about the product?
OOB Quotes are not easily scalable as per customer on-demand needs
What problems is the product solving and how is that benefiting you?
Service cloud helps us keeping customer service as a priority and helps to analyze points of improvement in Customer service through Analytics
All in one service platform
What do you like best about the product?
Service chat bots, email to case and omnichannel.
What do you dislike about the product?
Not much. Almost everything is very useful.
What problems is the product solving and how is that benefiting you?
Estimated response time, self service chat bots
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