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.
Love the Customer 360 Experience
What do you like best about the product?
The ability to have data about our customers and their interactions across the company in a single view helps us improve the customer experience and meet their expectations.
What do you dislike about the product?
Emailing out of Salesforce has a very limited user interface that does not meet the expectations of those used to other email tools. Simple items like being able to have a button to show this is a high priority email to the recipient are not available.
What problems is the product solving and how is that benefiting you?
Using Salesforce Service has helped by providing that 360 customer view everyone is looking for so we can address the customer knowing all their interactions with the company.
Service for Dummies
What do you like best about the product?
This product is great for any level of technology admin. While it has loads of features you can use when you get to know and use the product, the out of the box features allow you to hit the ground running.
What do you dislike about the product?
While I love the simple out of the box features I do wish customizing without a dev was easier. Flows are coming a long way with AI this year but sometimes flipping back and forth between two records instead of two records on the same page is annoying, especially with omni
What problems is the product solving and how is that benefiting you?
Chatter to case is helping us with our self service portal automatically creating cases for our support team when a user is stuck and doesn't want to go the traditional routes of phone or email.
Service Cloud to the Rescue!
What do you like best about the product?
Not sure where we'd be without it. Case management is key to customer success.
What do you dislike about the product?
Limitations on gathering survey results. Why make us pay?
What problems is the product solving and how is that benefiting you?
Tracking customer feedback and issues.
Enables our Service Reps to record each touchpoint with a customer via Case management
What do you like best about the product?
Case Management to documents each customer interaction.
Integration with AWS, which we use to pre-authenticate clients via automated voice system so that our reps can immediately start helping the client when our reps accept the call.
Integration with AWS, which we use to pre-authenticate clients via automated voice system so that our reps can immediately start helping the client when our reps accept the call.
What do you dislike about the product?
Our reps don't like the email integration between Outlook and SF Cass. They are so used to using the Outlook UI and find themselves restricted by the SF email feature. For instance, they would like to be able to pop out the email composer window in a separate window. Also, they complain that it is difficult to stay organized within SF regarding to their emails.
What problems is the product solving and how is that benefiting you?
Ability to 360 view. Incoming requests can be assigned to. Queue and then our team members pick up the work based on their availability. Also, allows us reporting on the various Subjects customers contact us about.
Easy to use!
What do you like best about the product?
It is very user friendly and easy to onboard
What do you dislike about the product?
External integrations take a lot of time and effort
What problems is the product solving and how is that benefiting you?
Managing our customer service income calls
Turn your Service into new Revenue Opportunities
What do you like best about the product?
Service Cloud in conjunction with the automation capabilities you can empower efficient and efficient data capture of services performed for customers. Service resources are a rich source of leads and can identify opportunities for repeat or new business. Quickly generate new opportunities while recording service calls.
What do you dislike about the product?
Nothing I can think of. Do not be limited by lack of ideation. Think big and push the platform to support the vision.
What problems is the product solving and how is that benefiting you?
Through capturing customer service requests, we develop historical data to understand customer needs, sentiments, staffing challenges and insights to improving our services.
Service Cloud is great overall
What do you like best about the product?
Integration capabilities. CTI. We use Amazon connect for phone pop.
What do you dislike about the product?
Service Cloud Voice has been very difficult to integrate for our environment.
What problems is the product solving and how is that benefiting you?
Tracks all engagement with our customers including calls and emails but not yet chat.
Flexible tool that helps our service teams
What do you like best about the product?
Service Cloud helps our service teams stay on top of the needs of our customers. It's easy to customize in order to fit the needs of our team members and the use cases. We can use out of the box features that are easily configured by our admins
What do you dislike about the product?
Nothing specifically about Service Cloud. We have sales teams in service cloud so we are using some of the ootb sales objects but we have a lot of custom objects to do other sales related work.
What problems is the product solving and how is that benefiting you?
It's our main point of contact with our clients. We use it for cases and managing relationships. It helps our teams stay organized and be more responsive in a timely manner
Service on
What do you like best about the product?
Useing case and camps along with emails.
What do you dislike about the product?
The cost. It shouldn't cost so much money
What problems is the product solving and how is that benefiting you?
All of our cases are managed in one places
Salesforce Service Cloud empowers us to provide excellent service
What do you like best about the product?
It provides a great foundation to put in a basic ticketing system while providing endless opportunities to grow
What do you dislike about the product?
It does take investment to setup if you want to get into advanced features.
What problems is the product solving and how is that benefiting you?
We use it to track all our interactions in a central spot.
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