Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Digital Product Manager
What do you like best about the product?
Flexibility of the tool by industry, subject and company desire of results.
What do you dislike about the product?
More examples & template recommendations by industry
What problems is the product solving and how is that benefiting you?
One stop shop for customers & employees
Service cloud for scale
What do you like best about the product?
Easily manage slas with entitlements and milestones. The addition of dynamic forms recently is also a game changer in managing dependency in data collection by case types
What do you dislike about the product?
Complexity of setting up Omni channel sources for cases versus some of the other providers, especially WhatsApp and the need for digital engagement. We have had inconsistent results from what's app bots
What problems is the product solving and how is that benefiting you?
Providing consistent support and responses to customers. Enabling self service and case deflection, allowing cases to enter via multiple channels and respond the same
Service Cloud makes servicing clients easier
What do you like best about the product?
The best thing about Service Cloud is that once it's setup, it becomes a powerful force in equipping service agents to assist with support queries quickly and effectively.
What do you dislike about the product?
Strong technical knowledge is required to setup the full suite of Service Cloud products and integrations. An improvement could be to make this more of an automation style building process.
What problems is the product solving and how is that benefiting you?
Case management and skills based routing are highly valuable aspects of business improvement that have increased customer satisfaction. Service agents are also more confident when tackling cases as they know they have the support of the Service Cloud behind them.
Service Cloud is awesome
What do you like best about the product?
Ability to create and maintain our CRM experience with customaiztion and productivity add ins that are plug and play
What do you dislike about the product?
Nothing at this time. We have a heavily customized org so most of our issues are self inflicted
What problems is the product solving and how is that benefiting you?
Ability to connect with our customers effectively and efficiently in a timely manner
Powerful tool to serve customers
What do you like best about the product?
Agents are enabled with everything they need to provide excellent customer service.
What do you dislike about the product?
Tough to implement when you have many legacy systems and disorganized data.
What problems is the product solving and how is that benefiting you?
It gives us a great view of the customer, which allows us to personalize conversations and increase satisfaction.
magic service with Einstein!!!
What do you like best about the product?
The innovation with générative AI...all intégrated with customer data
What do you dislike about the product?
The integration with service voice cloud
What problems is the product solving and how is that benefiting you?
Case management workflow for first & second level
Great support platform
What do you like best about the product?
Easy setup and flexible customization and integration.
What do you dislike about the product?
Certain functionalities need improvements
What problems is the product solving and how is that benefiting you?
Collect and route customer support to responsible business units; provide different support processes for different needs
Complete platform
What do you like best about the product?
Is a complete platform to know the clients needs and give them the best support
What do you dislike about the product?
The Ux can be more usefull and friendly with de users.
What problems is the product solving and how is that benefiting you?
Help us to understand if the client is having a bad experience and how to solve with the best way
10 years of Salesforce Service Cloud
What do you like best about the product?
I have worked in my previous job with Service Cloud first classic latter lightning and what I liked the most is the constant evolution of the product over the years. It literally became better and better. Now in my new role I get to build a new Service Cloud setup migrating teams from a variety of different CRM systems into one platform. I like the most that I can make life so much easier for my team's
What do you dislike about the product?
The formats supported for migrating KB content are limited. I think you could try to make this easier.
What problems is the product solving and how is that benefiting you?
It helps me align business processes across all the portfolio teams under Digital Science umbrella. It provides a 360 degree view of all customer interactions which is invaluable for us.
Automation really is possible, and scalable!
What do you like best about the product?
Robust standard functionality built in and around the Case object, wrapped in the Service Console application is truly an out of the box solution that blows competitors like Microsoft away.
What do you dislike about the product?
This is not an easy question to answer, there are some specific limitations for Case Feed compared to chatter, not all rich text functionality is available, standard email quick action can't be used on a feed-based layout. To email knowledge articles in lightning you must have the email action open in the feed at the same time, which is sometimes an extra click for agents
What problems is the product solving and how is that benefiting you?
Case and Knowlege integration out of the box is a huge benefit to us. The feature that the knowledge widget automatically searches what is entered in the subject line is really cool!
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