Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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External reviews are not included in the AWS star rating for the product.
CRM advocate, CX strategist & Change Manager
What do you like best about the product?
Service cloud has significantly changed our business at the university of the Witwatersrand, Johannesburg.
What do you dislike about the product?
Honestly speaking it is difficult to say but on EDA the fact that is a separate component fully integrated, it is easy to navigate
What problems is the product solving and how is that benefiting you?
Service cloud has helped us resolve silos of the past through its integration. We are working toward an effective 360 review of case management and other aspects of its services
Great case management
What do you like best about the product?
Case management and work order management with escalation is great
What do you dislike about the product?
Nothing else is wrong with this products
What problems is the product solving and how is that benefiting you?
It solves a lot of my clients case management issues
Field service review
What do you like best about the product?
I like the ability to schedule and organize our field technicians
What do you dislike about the product?
The field service app has very limited flow capabilities
What problems is the product solving and how is that benefiting you?
Asset management
Great platform to transform service function for future.
What do you like best about the product?
Omni channel capability and integration natively with the customer 360
What do you dislike about the product?
Some customizations might be required in integration with other platforms.
What problems is the product solving and how is that benefiting you?
Manage issues and track resolution for multiple audiences through one service team
Service cloud review
What do you like best about the product?
Connecting and resolving our customers issues has made our life easier
What do you dislike about the product?
Delay is responses and emails. Need more optimized version for cases
What problems is the product solving and how is that benefiting you?
Case management and improving UI and UX for our end customers
Service cloud
What do you like best about the product?
Omni channels to allow users to pick their preferred channel and chat bots for case deflections
What do you dislike about the product?
3rd parties intégrations, they sometimes makes salesforce look bad for their own shortcomings since salesforce is the front end
What problems is the product solving and how is that benefiting you?
Increase case resolution and lesser the new agents learning curve
Helping my customer make their customers satisfied
What do you like best about the product?
As a consultant Salesforce gives me the opportunity to help my customers build a platform to continously improve their customers experience. Adding more and more channels of communication while making the work for the agents easier so the cases can be closed quicker. Looking forward Agentforce will be a big game changer in that effort.
What do you dislike about the product?
Smaller companies cannot afford a lot of lincences and all modules so you have to try and get the most out of what you have. Managing that can be difficult sometimes.
What problems is the product solving and how is that benefiting you?
It is bringing all different channels of communication into one as well as bringing all the information to the same place so agents do not need to switch between systems anymore and can focus on getting the customer the help that the need as efficiently as possible.
Salesforce cloud is very reliable
What do you like best about the product?
Reliability and security. We are confident that Service cloud supports our needs
What do you dislike about the product?
It requires technical knowledge and a more user friendly training material for new resources would be a great addition
What problems is the product solving and how is that benefiting you?
Ticketing system and support process
Essential Service Tool
What do you like best about the product?
As a service cloud voice customer it's curiously to be about to meet my customer where they are instead of making them find me.
What do you dislike about the product?
Of course, you need admin credentials to run it and a dev if you need integrations but out of the box it's great for early to mid stage companies.
What problems is the product solving and how is that benefiting you?
Our marketing team uses this to talk to our customers and facilitate testimonials for the benefits of our products.
Service Cloud Scaling
What do you like best about the product?
The option to scale and customize also the power of view each case with the UI and the knowledge
What do you dislike about the product?
The difficulty on the UI with the Case management entitlement and knowledge
What problems is the product solving and how is that benefiting you?
The case management and case routing to the service team, having the knowledge and entitlement
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