Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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Power full Digital Enggagement tool
What do you like best about the product?
Wonderful experience with digital engagement provides smooth connections with customers from social media platforms.
1. WhatsApp
2. Live Web Chat
1. WhatsApp
2. Live Web Chat
What do you dislike about the product?
Sometimes for new users product adoption is a bit challenging on UI point of view.
What problems is the product solving and how is that benefiting you?
360-view connection with customers increases the efficiency of agents working in comparatively less time.
Awesome
What do you like best about the product?
The service cloud have many pre build functionalities that make the work easier and reduce time and efforts. The best part of service cloud that I like is the automated case management.
What do you dislike about the product?
As there are no limitations in service cloud but one I found is there are pre build configuration but sometimes it is not possible to use it easily, it can be simplified easily or help documents should include extra detail
What problems is the product solving and how is that benefiting you?
Live chat is one of the best functionality and the other is Omni channel which helps in case assignment and easy handling of cases. Service cloud case to email is also good
Super customizable and easy to build any service process your business needs
What do you like best about the product?
different ways of case creation automations and entitlement and milestone features, knowledge management
What do you dislike about the product?
eventhoug its part of salescloud, the out of the box quote management functionlities are very basic
What problems is the product solving and how is that benefiting you?
easy to handle customer related services through many out of the box features like, case management, knowledge management etc
Service Cloud Management and Utilization
What do you like best about the product?
In my five years of career in Salesforce, I most like in service cloud is its console view and how optimizing all the interface is one of the best things, Second service cloud has various type of features they have provided like case management, lead management, Email messaging, automated assignment process, escalation rules, Omni channel, Live agent, call center support for CTI integration, knowledge Management and it delivers the good customer experience
What do you dislike about the product?
There is only some limitation on the service cloud in web-to-case there is only 5000 case in 24 hours and the second rich text area field does not support the web-to-case in live agent, no critical wait alert times, cannot transfer the files etc
What problems is the product solving and how is that benefiting you?
We are working with Amazon computer telephony integration with the salesforce service cloud and It has the feature to integrate with the CTI adapter, the Call center integrates salesforce with a third-party computer telephony integration system and after the CTI adapter program is installed on the salesforce machine the user experience is very awesome we noticed by using Softphone which making calls smoothly, receiving calls smoothly without interruption, transferring calls and generating call logs etc and this has also we done customization that calls recording store into contact object related task/activities and it has improved our social customer service as well.
Best Service CRM - Salesforce service Cloud
What do you like best about the product?
Easy to handle Salesforce service cloud CRM
Cost effective
Easy to handle the automation by flow
Cost effective
Easy to handle the automation by flow
What do you dislike about the product?
Lack of end to end email services
Not easy learning for newers
Not easy learning for newers
What problems is the product solving and how is that benefiting you?
By automatically automatic process
Prioritise customer requirements
What do you like best about the product?
It is a great way to provide customer satisfaction and offers the businesses a 360 degree view of their customers. It provides them a more customized experience. More importantly it also allows integeration of existing tools and apps and provides case routing worlflow.
What do you dislike about the product?
The email functionality is not efficient as not all the customers integrate their gmail accounts to work from those native platforms and also merging duplicate cases is not a feature as of now and using different apps for same adds costs.
What problems is the product solving and how is that benefiting you?
It provides mobile support, in-app support, knowledge base and service wave analytics. These all features allows the customers to track their own cases. It basically provides companies with a call center like view that enables them to track cases and focus on what's necessary.
Awesome
What do you like best about the product?
It's easy to navigate and user friendly.
What do you dislike about the product?
None so far but keep upgrade it
Keep up the good work
Keep up the good work
What problems is the product solving and how is that benefiting you?
There's always a pop-up option like an advise
Best service platform
What do you like best about the product?
Omni channel support and call routing is best features which helped my client to get rid of from daily problems
What do you dislike about the product?
Nothing as per now, looking into more features
What problems is the product solving and how is that benefiting you?
Call rounting and making user to engage with customer at one place
Best service solutions i have ever seen
What do you like best about the product?
In service cloud best product i have used in salesforce i.e. Digital Engagement, that has sloved many problems of current industries and few of my clients how has opted for the same
What do you dislike about the product?
Nothing as such, team can look after the complex user Interface, when it come on havy work load.
What problems is the product solving and how is that benefiting you?
Customer support is one
Smooth communication
Better approach
Helpful for system users
Smooth communication
Better approach
Helpful for system users
Excellent experience with Service cloud
What do you like best about the product?
Omni channel, case management, entitlement and milestone, knowledge object features
What do you dislike about the product?
Case routing through limited channels, knowledge management limitations
What problems is the product solving and how is that benefiting you?
Customer services, call centre support, customer success
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