Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Very helpful tool
What do you like best about the product?
The system is easy to configure for our specific use case, it is quick and easy to train our team on how to best to use it
What do you dislike about the product?
Sometimes the added features are really restrictive without purchasing additional licenses but the SF team are great at helping find best solutions
What problems is the product solving and how is that benefiting you?
Single view of our customer throughout the customer journey
Service Cloud!
What do you like best about the product?
Being able to connect with our customers and have the data to provide excellent service.
What do you dislike about the product?
Nothing to note here at the moment, but wil let you know!
What problems is the product solving and how is that benefiting you?
Being able to track our incoming request for service across out business lines. We've been able to allow our agents to track these issues.
Perfect
What do you like best about the product?
User experience, facility, very friendly
What do you dislike about the product?
Nothing, all is perfect. What I have to say
What problems is the product solving and how is that benefiting you?
Answer phone, manage case and complaints
Easy to configure. Powerful automation.
What do you like best about the product?
The expansion of flows has been huge in allowing me to automate complex business process while limiting custom code.
What do you dislike about the product?
Sharing information with users off platform is difficult.
What problems is the product solving and how is that benefiting you?
It is helping us manage varied case type with ease using the metadata platform
Service Cloud Capabilities
What do you like best about the product?
It automates processes for our team and saves them substantial time
What do you dislike about the product?
Wish it had more insights and dashboards built in that could help us understand the ove impact across regions and teams
What problems is the product solving and how is that benefiting you?
Automating manual processes and saving our teams time. We love it!
One stop shop for seamless customer experience.
What do you like best about the product?
Omni channel capability to be available to customers wherever or whenever they need service. Ability to see full 360 view of the customer data and products/services needed.
What do you dislike about the product?
Continuous partner and internal user training on customizations and catching up with new capabilities added that needs can be replaced by existing customizations.
What problems is the product solving and how is that benefiting you?
Availability to global customers via multiple channels.
Finding my feet
What do you like best about the product?
You can create email to case this is helpful when linking customer interactions.
What do you dislike about the product?
If you don't your way around this can be very daunting and depending on your tenure in role it can be tricky to articulate what your trying to find.
What problems is the product solving and how is that benefiting you?
Enabling a single source of truth for customer all info is in the one place and this helps you to focus your time on providing great customer experience.
Sales Cloud is a one stop shop
What do you like best about the product?
Cases is a great object that allows you to see 360 degree view of a customer.
What do you dislike about the product?
Setting up chatter groups, can be confusing if you are new to the plarform
What problems is the product solving and how is that benefiting you?
The ability to have all issues in one place. Originally issues and queries lived in emails.
Service Cloud Saving Lives
What do you like best about the product?
Service Cloud is great at one-stop resolution. It's capabilities of allowing multiple users gain insights on the customer interaction is great!
What do you dislike about the product?
Duplicate record management is a little challenging
What problems is the product solving and how is that benefiting you?
Service Cloud helps our organization solve problems that our cancer patients are facing as well as assisting us in implementing our impact driven initiatives.
Service Cloud brings it all together
What do you like best about the product?
Agents have all the tools they need right in one place!
What do you dislike about the product?
Email-to-case is clunky! Anything involving email can lead to a lot of troubleshooting that is really difficult. Often we don't have access to their email client.
What problems is the product solving and how is that benefiting you?
Service cloud lets agents link data quickly to identify customer history and the products they are using.
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