Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Omni Channel Handles Routing Well, But Lacks Built-In Testing Support
What do you like best about the product?
Omni Channel is good and does the job of routing agents
What do you dislike about the product?
It does not help much for tectimg and we have to installl a third party tool to do this
What problems is the product solving and how is that benefiting you?
Omni channel routing
Lead Salesforce Developer
What do you like best about the product?
Tracking progress on installs and service projects
What do you dislike about the product?
sometimes the object model is a bit restrictive
What problems is the product solving and how is that benefiting you?
Managing installs
Efficient data governance and well-structured customer experience
What do you like best about the product?
The possibility of having data with greater governance is a positive point that I highlight.
What do you dislike about the product?
The experience process for clients and the procedures involved are well-structured, providing a satisfying journey. The attention to detail at each stage demonstrates the commitment to offering quality service.
What problems is the product solving and how is that benefiting you?
The price is in line with the company's reality, accurately reflecting what is practiced in the market.
Omni-Channel Is Amazing and Service Cloud Integrates Seamlessly
What do you like best about the product?
Omni-Channel is amazing!!! Service Cloud as a whole is nice in that it just rests on top of Salesforce and you don’t need to leave the org to use it.
What do you dislike about the product?
There’s nothing that I dislike at this time.
What problems is the product solving and how is that benefiting you?
Being able to route custom object records to the appropriate user via Omni-Channel.
Great Case Management, but Needs Better Out-of-Office Filtering
What do you like best about the product?
The ease having our cases in one place and routing.
What do you dislike about the product?
When accounts have out of office, it responds back to our case queue so it makes it a little confusing. I think we just need a better way to filter that out.
What problems is the product solving and how is that benefiting you?
A lot of cues coming in from different stakeholders as members students or partner partners even internal staff so it makes it all go into one place and route it to the right team members
Great Knowledge and Omnichannel Features
What do you like best about the product?
Knowledge , case ,omni channel, entitlements. These are important and we use for customer support and call center.
What do you dislike about the product?
It solved my needs and its good. There is no recommendations.
What problems is the product solving and how is that benefiting you?
Itbsolves call center. It's helps maintain knowledge. Helps in case management.
Great customization and support all in one place
What do you like best about the product?
The customization is great because you can custom tailor it to your own processes and integrate it with email and other external applications to be able to handle customer support in one area.
What do you dislike about the product?
It can be expensive to set up other add ons which are prohibitive to some companies.
What problems is the product solving and how is that benefiting you?
It allows all support cases to go to one place rather than just through tickets and emails.
Effortless Integration, But Needs Simpler Usability
What do you like best about the product?
I love the integration with Salesforce Sales Cloud, which effectively centralizes membership data and enhances functionality. The platform's simplicity in setup and use is impressive, which ensures a smooth onboarding process. I also value the robust support features, like knowledge support articles and searching capabilities, which significantly aid my customer support initiatives.
What do you dislike about the product?
I would make it easier to use.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline customer support, helping agents answer questions efficiently. Its integration with Salesforce Sales Cloud provides access to membership data and enhances customer interactions through knowledge support articles and user journey tracking.
Efficient Case Management, but Emailing Needs Improvement in Service Cloud
What do you like best about the product?
Managing cases is straightforward thanks to the use of record types, various queues, and the processes built around them.
What do you dislike about the product?
Emailing in service cloud is still a hassle especially with out of office emails
What problems is the product solving and how is that benefiting you?
The platform provides valuable insights into our workload and the speed at which we resolve cases.
Great All-in-One Solution, but Configuration Is Challenging
What do you like best about the product?
In theory we have a 1 stop shop for our org
What do you dislike about the product?
Configuration has been challenging in just using declarative functionality
What problems is the product solving and how is that benefiting you?
It’s more modern than the legacy system we had
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