Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
If you work cases, you want service cloud
What do you like best about the product?
Like any other solution within salesforce, the power of case management in service cloud is the fact that it's in salesforce. It makes reporting and associating records easy and allows for process growth and refinement.
What do you dislike about the product?
I feel orgs do not know how to utilize email to case in a way that is manageable, one of those good in theory but poorly executed strategies. This is an area that a lot of training and resources could be lent.
What problems is the product solving and how is that benefiting you?
the problem of understanding what issues are being solved by what process. Having all of that information in salesforce allows us to continue to refine our support.
Best customer support experience
What do you like best about the product?
The ability to integrate with presales and post sales experience to provide best customer support
What do you dislike about the product?
The user experience could be better in my experience
What problems is the product solving and how is that benefiting you?
Case management
Easy to implement and powerful
What do you like best about the product?
All the things! Case object, email to case, Knowledge, flows, email.
What do you dislike about the product?
Nothing. It currently meets all of our needs
What problems is the product solving and how is that benefiting you?
Knowledge with Experience Site let's us host knowledge externally for our clients so they can Help themselves!
We love service cloud
What do you like best about the product?
It helps us connect with our patients in actually meaningful ways. Can't wait to use ai.
What do you dislike about the product?
Not much. It's Salesforce what's not to like.
What problems is the product solving and how is that benefiting you?
Keeping the quality up in contact center.
Service cloud helps sales support
What do you like best about the product?
Service cloud enables our sales tram to engage their support staff through tickets for pricing, legal, strategic sales support and more. We have visibility into each process supporting the sales cycle.
What do you dislike about the product?
Small pet peeve - Service cloud and sales cloud both rely on Activities. Since the Activity object is somewhat limited in the number of fields, there may need t9 be some prioritizing with sales cloud users.
What problems is the product solving and how is that benefiting you?
Service cloud allows us even more visibility to the issues impacting our customers and allows our sales team to engage their support staff for prospects to help support them closing their deals.
Service for customer delght and member retention
What do you like best about the product?
Case management case classification, reporting
What do you dislike about the product?
None at the moment all looking ok. It was great for member satisfaction
What problems is the product solving and how is that benefiting you?
Case management, service requests
Case management done right
What do you like best about the product?
Centralized information about contacts and cases
What do you dislike about the product?
Need to fet real time ivr click path data
What problems is the product solving and how is that benefiting you?
Agent performance, FCR, AHT
Great experience
What do you like best about the product?
The service could system makes tracking our customers easy.
What do you dislike about the product?
The service cloud can seem overwhelming with lots of options.
What problems is the product solving and how is that benefiting you?
Service cloud is solving our problem of customer tracking and customs service.
Great product!
What do you like best about the product?
Super helpful, easy to use. Highly recommend.
What do you dislike about the product?
Nothing. It's great. We love it and highly recommend.
What problems is the product solving and how is that benefiting you?
Customer connectivity
Best in class
What do you like best about the product?
I have found the CTI integration with Salesforce to be top notch along with the integration with agent chats and all the surrounding programming hooks to make a seem less solution.
What do you dislike about the product?
Nothing, I love the product and have nothing bad to say.
What problems is the product solving and how is that benefiting you?
Customer feedback and problem resolution
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