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.
Easy to raise and manage service tickets
What do you like best about the product?
All service request are manange in one system where it is visible in all levels.
What do you dislike about the product?
If there's one thing that I dislike is I need developers to maintain the system
What problems is the product solving and how is that benefiting you?
Case and Ticketing management
A core for your company
What do you like best about the product?
The integration with our different touch points in the company
What do you dislike about the product?
There are some key functions I would like to be non visible but can't remove on screen
What problems is the product solving and how is that benefiting you?
Addressing volume of accounts
Seamless experience
What do you like best about the product?
easy navigation and easy to configure and intuitive
What do you dislike about the product?
nothing it's great we use it all the time
What problems is the product solving and how is that benefiting you?
it helps with our case management
Service Cloud is a must for faster case resolution
What do you like best about the product?
I like that Service Cloud has Omnistudio supervisor for ease of monitoring Cases that Service agents are working on.
What do you dislike about the product?
Service Cloud could come up with more OOTB features that you would need a third party vendor for.
What problems is the product solving and how is that benefiting you?
Faster Case resolution and also Cases being routed to the right agent.
Nice
What do you like best about the product?
Good product to manage cases and other customer success records
What do you dislike about the product?
Lightning is slow sometimes and it takes a while
What problems is the product solving and how is that benefiting you?
Keeping track of customer requests
Best Case Management
What do you like best about the product?
Out of the box features like Email to case, Omni channel routing
What do you dislike about the product?
Email Message Limitations
Live agent availability
Limits on Workspace API
Live agent availability
Limits on Workspace API
What problems is the product solving and how is that benefiting you?
Handling customer support
One of the most valuable Salesforce products!
What do you like best about the product?
Service Cloud allows us to provide a in-house case/ticketing solution for our entire org. The fact that the data from cases can then be run through all of our various data streams and be reported on anywhere is game-changing for us and our team.
What do you dislike about the product?
There are still many aspects about managing Service in the back end that feel antiquated. I often need to switch into classic to get a clearer view of settings, and would love to see that made better in Lightning.
What problems is the product solving and how is that benefiting you?
We needed a ticketing solution that could be directly in context with our Salesforce customer data, and it does just that!
Service Cloud for cases (ticketing)
What do you like best about the product?
Service Cloud allows our org to be successful by triaging and caring for issues that our consumers have. We have saved the company lots of money and time by implementing our ticketing system in service cloud and adding SLA's and automations around the tickets to solve issues ASAP.
What do you dislike about the product?
Service Cloud can be frustrating to work with when trying to find the right queue for assignments. I would love to see an improvement to the case assignment rules.
What problems is the product solving and how is that benefiting you?
We use it to solve unique issues that customers have with our software product. We also use it for any billing issues that customers might incur.
Ability to scale and Automate Faster
What do you like best about the product?
The ability to configure, customize to meet our unique business needs and scale and support thousands of accounts. It helps us track client satisfaction and better operationalizd our internal team to support.
What do you dislike about the product?
Case comments section and ability to tag and or watch cases doesn't work as well as other tools like a JIRA
What problems is the product solving and how is that benefiting you?
Ability to take a case and allow external users to vote or prioritize cases (enhancements) and capture the data.
Omnichannel is where it’s at!
What do you like best about the product?
We love using Service Cloud for case management and look forward to enabling Omni Channel and more soon!
What do you dislike about the product?
Nothing at the moment Knowledge has been tough to set up.
What problems is the product solving and how is that benefiting you?
Enabling our support teams to track customer resolutions.
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