Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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Omni channel
What do you like best about the product?
Omni channel and especially omni channel supervisor. It helped significantly to boost service management and analize what can be improved while contacting with clients
What do you dislike about the product?
So far I am satified with all of the features I had opportunity to use
What problems is the product solving and how is that benefiting you?
Analysing What can be improved to provide better service and communication
Excellence in Service Cloud
What do you like best about the product?
Accelerated service results and reporting capabilities.
What do you dislike about the product?
Slow speeds sometimes but overall quick service
What problems is the product solving and how is that benefiting you?
Collecting data from customer issues and case assignments.
Value add
What do you like best about the product?
We recently launched Service Cloud and it's proving the value add we needed. Our service team and sales team are now connected like never before. With the increased level of communication we are better able to support our customers.
What do you dislike about the product?
As with a lot of new launches the speed to implement is always a struggle.
What problems is the product solving and how is that benefiting you?
Previously the service team used word and a file structure to log visits and trip reports. Now all the information is in one place, easily accessible by our sales team.
Internal and External Use Case
What do you like best about the product?
I like the ability of being able use it for internal cases but also support our customers for ticketing
What do you dislike about the product?
The amount of time and effort to set up for our use case
What problems is the product solving and how is that benefiting you?
As an internal ticketing system
Omni Channel!!!!!
What do you like best about the product?
Salesforce Service Cloud is a great customer service support platform! My favorite thing about it is Omni Channel Routing!
What do you dislike about the product?
There isn't much I dislike about it! Each feature is great and supper helpful when it comes to supporting clients
What problems is the product solving and how is that benefiting you?
Routing customers tickets to agents and notifying agents when a ticket comes in! Which allows for fast service
Customer support process and SLA
What do you like best about the product?
I like the automations related to case management. It allows to save a lot of Service Rep time. Entitlement is also amazing feature which handles all different support levels and SLAs
What do you dislike about the product?
Omni channel is not difficult to setup and needs training to configure properly. Debugging is also not obvious
What problems is the product solving and how is that benefiting you?
Service Cloud can handle huge number of cases and dispatch complaints properly to service reps. That solves the problem of managing assignment manually and organising reps into queues. Omni channel can support different channels of communication so SF acts as a contact center and one for all platform
Service Cloud
What do you like best about the product?
It helps the customer service team to address the issues on time.
What do you dislike about the product?
there is no dislikes about the product. it works as expceted
What problems is the product solving and how is that benefiting you?
It is solving the issues of the customer.
Amazing!
What do you like best about the product?
Lots of useful and intelligent products/tools to integrate with any business
What do you dislike about the product?
None so far. From what I've seen this product works!
What problems is the product solving and how is that benefiting you?
Ticketing queue
Useful for tracking service processes
What do you like best about the product?
The ability to connect to the rest of the salesforce network in order to view contacts and customers. This allows users to provide support with a background on the customer.
What do you dislike about the product?
There is a bit of a lift to setup and build for non standard salesforce builds.
What problems is the product solving and how is that benefiting you?
Allows us to help users with good tracking.
Easy to use
What do you like best about the product?
Service cloud is easy to configure and is very intuitive to our business users who havent used Salesforce before
What do you dislike about the product?
It's a little cumbersome to customize the UI behavior especially ifnit deviates from the standard out of the box experience.
What problems is the product solving and how is that benefiting you?
Resolve user issues with using the company's content
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