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.
Great product that scales
What do you like best about the product?
What I like the most is the scalability of the product and the fact that it feels infinitely scalable.
What do you dislike about the product?
You need to take into account that you will need a system admin to really make it work.
What problems is the product solving and how is that benefiting you?
Salesforce cloud voice is powerful
Service Cloud is top tier for customer service
What do you like best about the product?
I am new to Service Cloud but it is easy to use and learn
What do you dislike about the product?
It has a lot of parts that I need to learn
What problems is the product solving and how is that benefiting you?
It is helping out our service organizations
Works great for our call center
What do you like best about the product?
Service cloud has a ton of features that works very well with our call center needs. Case management is a highlight
What do you dislike about the product?
Does not have inbuilt CTI capability.
What problems is the product solving and how is that benefiting you?
Our call center uses service cloud extensively, agents are able to use and navigate the product with ease,
Manager, CRM & Data
What do you like best about the product?
The ease of use and low code customization
What do you dislike about the product?
Governor limits are very restricting for larger organizations
What problems is the product solving and how is that benefiting you?
Helping our customers solve their problems through submitting cases that are automatically fulfilled to better serve our customers.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Design the Experience Your Customer Need
What do you like best about the product?
Service Cloud is the most robust, configurable, and innovative service platform out there. Intricate flows and its ability to handle complex and tailored integrations is why we continue to be a strong partner. It simplifies our agent's workload, reduces customer effort, and provides valuable insights to our business teams.
What do you dislike about the product?
The default interface is not as beautiful as competitors, but with a little effort can be changed. It's a difficult balance if form and function; the latter is prioritized more often.
What problems is the product solving and how is that benefiting you?
Managing large volumes of complex customer inquiries and relating data across disparate systems to provide the end-users with real-time insights to process them quickly, accurately and with high customers satisfaction.
Centralized support for all services
What do you like best about the product?
Case management for all self service requests errors on top of all incoming phone calls or emails, with consistent report and tracking available
What do you dislike about the product?
Connector with live chat sometimes has inconsistent status showing or inability to have multiple sessions open
What problems is the product solving and how is that benefiting you?
Centralizing all of our service and support as well as tracking when automation fails via case. Additionally connecting to other service orgs across our company
Love this product!
What do you like best about the product?
We love the product because of the flexibility and ease of use the low code, no code automation offers. The product includes sales plus service and is user friendly and offers a lot of out of box solutions.
What do you dislike about the product?
It's all about the user experience and Salesforce offers a lot of options, however they are sometimes not available in the product we purchased and would be considered an add on.
What problems is the product solving and how is that benefiting you?
We mainly use Sales Cloud within the Service Cloud Product. We've realized a lot of benefits with automation and improved process and procedures.
Salesforce Service Cloud
What do you like best about the product?
Everything you need to get started with end to end Customer Service/Support is available and when paired with Experience Cloud you'll be able to supply a full customer experience to your clients/customers.
What do you dislike about the product?
Currently, if you want to stay on platform and utilize a knowledge base you'll need to relate with the Knowledge Article object and this object feels a bit left behind and could use some updating; working with versions and attachment to cases is somewhat unintuitive.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our organization to track SLAs, engage in meaningful channels directly with our clients and provides insights into resolution metrics as we drive toward a more streamlined and easy experience for our customers.
A must need tool for Customer service
What do you like best about the product?
A holistic view of customer 360 bringing all interactions and service requests together to make customer interactions personalized . Now that Salesforce is bringing industry view , it makes it easier to deploy with more out of box features
What do you dislike about the product?
None.. The increased out of box capability specific to industry brings lot more out of box features while otherwise it was customized so far . Heavy customization was the problem which is now getting resolved through industry specific solutions
What problems is the product solving and how is that benefiting you?
Enables customer service agent to give personalized recommendations when a customer calls . Tailored activity brings in improved customer experience and better loyalty
Amazing!
What do you like best about the product?
Service cloud is extremely user friendly. You can enhance the system to you or your companies needs. I would recommend Service Cloud to any business unit looking for an upgraded and amazing system!
What do you dislike about the product?
I don't believe there is much I don't like about Service Cloud. Our company has enhanced the system so much that it works exactly how we want the system to work!
What problems is the product solving and how is that benefiting you?
Service cloud is solving getting the customer their information quick and providing precise solutions. The individual enhancements makes the experience very tailored.
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