Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Exceptional case management
What do you like best about the product?
The case management workflow is probably the most helpful thing. Options for customizing workflow are also super useful.
What do you dislike about the product?
There is not much that I dislike or can critique about it at this time that is not part of our unique setup.
What problems is the product solving and how is that benefiting you?
Service cloud is solving the problem of case management reporting, which is helping us target what problems our customers are having.
Service Cloud helps us deliver top-notch customer experiences
What do you like best about the product?
I love that our users are able to track customer cases and stay on top of their work, regardless of how we were contacted (email or phone). We use email-to-case, queues, escalation, and a fair amount of dashboards to help our service teams across departments to manage their workload and ensure the customer remains in touch with us.
What do you dislike about the product?
Some technical nuances of Email-to-Case have been challenging for us. While we rely on this feature, we haven't been able to adopt the latest enhancements since the initial launch of Lightning Threading which uses the email headers (not ref IDs) to join threads and cases. It wasn't working consistently enough for us when we piloted it. Now, we are working to test and implement this feature again, and hopefully that the more recent updates to it will enable us to fully adopt it and remove the ref IDs from email messages. We know this will give our employees and users a cleaner customer experience.
What problems is the product solving and how is that benefiting you?
We use a combination of Amazon Connect and Service Cloud to provide multi channel customer service in support of end consumers and wholesalers. Case management futures, including team coverage, escalation, and reporting have provided a lot of value to our service organization. They allow our internal teams across business processes to stay connected, and help the customer experience to feel more smooth than it was before we went onto Service Cloud.
Super Service platform
What do you like best about the product?
The UI and how I can create end-to-end journeys for my service team via drag and drop.
What do you dislike about the product?
Umm, Multiple options to automate same kind of things.
What problems is the product solving and how is that benefiting you?
Conplaint management system.
Still learning and growing with service cloud
What do you like best about the product?
We are still early in our usage and leveraging service as a tool in our organization but we have loved creating reports and dashboards to increase transparency in our customer service function and how much they are doing for our customers and it has helped identify new areas we need to focus on.
What do you dislike about the product?
This isn't a necessarily a downside of service but more our implementation. Our customer service users also had access to our sales console and those users did not understand the benefits of the service console after using the sales. The different UI was hard for them to adapt to not having understood the foundation of why it looks different.
What problems is the product solving and how is that benefiting you?
Service is bringing our teams the single use tool as opposed to having tools in a multitude of areas as they used to. Having a single tool handle a multitude of their tasks is a game changer.
Service Cloud to do Business Better
What do you like best about the product?
The ability to have your customer service team, build workflows, easily resolve customer issues and one easy portal for teams to access. Really streamlines processes
What do you dislike about the product?
Sometimes trial and error to set up the right workflow, what can help the team do better, faster
What problems is the product solving and how is that benefiting you?
Building flows that remove manual work so teams can concentrate on real customer service issues and provide superior customer service
Great product, highly customizable
What do you like best about the product?
Highly customizable to your business needs and processes
What do you dislike about the product?
Customizations can be time consuming and difficult to maintain without deep technical expertise
What problems is the product solving and how is that benefiting you?
Routing and custom call scripting and processing
Dreamforce service cloud
What do you like best about the product?
Chat, call is easily available for sale and service people. Easy to get all the information at one place so sales can provide faster and better services
What do you dislike about the product?
Service cloud complex. For Omni channel not enough resources to walk through and use those.
What problems is the product solving and how is that benefiting you?
Service cloud routing case to the right queue . Live chat and providing all info at one place for customer support, operation team.
Easier than you think
What do you like best about the product?
It's so much easier than you think to pull your data together to get a clean profile of your customers and how to best interact with them.
What do you dislike about the product?
How long it took me to get others to start using it effectively.
What problems is the product solving and how is that benefiting you?
We were able to automate orders that were taking over five minutes on a call and provide simpler self service
Case management review
What do you like best about the product?
Automation for admin using dynamic forms, flows, support process and many more
What do you dislike about the product?
Solution object that is still in Salesforce classic
What problems is the product solving and how is that benefiting you?
Automation of case management from assignment to solution
Service Cloud is a great product!
What do you like best about the product?
I love the email to case and Agentforce automations!
What do you dislike about the product?
More robust working queues and notifications
What problems is the product solving and how is that benefiting you?
We had a homegrown system prior to Salesforce Service Cloud and the easy process flows, automations and low code development are all ways we are saving time for our users.
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