Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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External reviews are not included in the AWS star rating for the product.
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
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.
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