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.
Effective and reliable
What do you like best about the product?
Helps manage inbound cases and generate meaningful insights. It also maps to the internal knowledge base that helps in case management.
This helps every aspect of case management to live in same platform
This helps every aspect of case management to live in same platform
What do you dislike about the product?
It might be expensive for small business. Knowledge base can be better with bulk edit ability to published content.
Allow batch updates to the published content in knowledge base
Allow batch updates to the published content in knowledge base
What problems is the product solving and how is that benefiting you?
We use manage inbound case, classify cases and generate insights. We also use it as our knowledge base , create and host and manage our internal and support content.
A time saver for all service techs
What do you like best about the product?
The convince and efficiency off all of the components involved. There is an ai chat box which receives cases that can be used on interfaces, and recommended responses and sources are really helpful.
What do you dislike about the product?
I dislike how cluttered the interface can get after utilizing the components along with any other standard components that have been used on the page. Sometimes it seems to be too much going on at one time.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us solve problems around efficiency in handling cases. Our teams are able to work and close cases in a faster manner because of service cloud.
Best Service Cloud
What do you like best about the product?
Tracking cases and the way sales cloud and service cloud integrates to get 360 view of customer is amazing
What do you dislike about the product?
More Native salesforce cta adapter would be nice to have
What problems is the product solving and how is that benefiting you?
Solving all our patient related complaints using cases and cta adapter...
Great insights
What do you like best about the product?
The ease of creating custom dashboards and associated reports
What do you dislike about the product?
slowness of our connections affects performance
What problems is the product solving and how is that benefiting you?
Gives us invaluable insight into the activities of our agents and customers. We can better manage workloads and proactively work to address customer issues.
Great experience
What do you like best about the product?
Great Lightning Service Console
Awesome Case management.
Awesome Case management.
What do you dislike about the product?
Difficult to migrate that the disadvantage
What problems is the product solving and how is that benefiting you?
Faster to deploy
Easy to use
Easy to use
Agent experience
What do you like best about the product?
Case deflection with Bots. And the ability for case management.
What do you dislike about the product?
Chat and integration with third party CTI providers.
What problems is the product solving and how is that benefiting you?
Order issues and tracking issues along with general customer issues.
Really like it
What do you like best about the product?
Ability to service customers with their information quickly available
What do you dislike about the product?
Community user management, our service team manages these, would like to have an interface specifically for this
What problems is the product solving and how is that benefiting you?
Quickly provide service and support
Implementing CRM
What do you like best about the product?
Service Cloud will be very helpful with its automation capabilities by creating less manual processes. The service cloud also will so provide tracking and auditing. Easy to use so far.
What do you dislike about the product?
Price may be considered high. Some features are not out of the box and require extra.
What problems is the product solving and how is that benefiting you?
Majority of our current process is manual, which will be the biggest benefit. We currently lack the tracking of cases and issues so service cloud is will allow for better traxking and accuracy of reports
Good solution, especially when integrating with experience cloud
What do you like best about the product?
Can integrate with any external system. Out of the box customer portal with experience cloud. Unified customer data with sales cloud. Great analytics capabilities if you use CRM Analytics.
What do you dislike about the product?
The out of the box UI could be better. Using salesforce with many different teams can get very complicated. Pricing can get very expensive if you want to leverage all of Salesforce's capabilities.
What problems is the product solving and how is that benefiting you?
Customer facing ticket management, live chat, public knowledge base. Keeping customer data connected in one place provides exceptional support and analytics capabilities.
Service cloud review
What do you like best about the product?
Chatbots omnichannel case deflection . Customer self serve with knowledge articles
What do you dislike about the product?
Reporting can be limited. Add ons can be costly.
What problems is the product solving and how is that benefiting you?
Time to answer with self serve capabilities. Centralised customer suppprt queries
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