Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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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.
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.
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