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
What do you like best about the product?
We are able to manage customers through multiple communication channels.
What do you dislike about the product?
Every platform has its limitations. If you have a good administrator you can navigate them better
What problems is the product solving and how is that benefiting you?
We are able to better support our customers and report on the business
Any channel is a Service Cloud channel
What do you like best about the product?
The best thing about service cloud is that it has every channel that any customer wants to reach out to for a health on a on a case or product. Whether that's email or that's messaging of any platform service cloud can handle it
What do you dislike about the product?
What I dislike about service cloud the most is there's too many features. It's so hard to prioritize which one is next?
What problems is the product solving and how is that benefiting you?
Salesforce allows us to handle support cases in the fastest most reliable way possible to make sure our customers are satisfied and want to keep using our products and services over again because of their experience
Love our case management
What do you like best about the product?
Email to case and web to case have been the best solution for keeping our customers happy
What do you dislike about the product?
To many ways to do one thing. It get very confusing if you're not careful!
What problems is the product solving and how is that benefiting you?
Keeping our members updated in a timely manner
The standard for customer service
What do you like best about the product?
Ability to work with other internal teams on a scaleable solution.
Easy to customize
Easy to customize
What do you dislike about the product?
Only thing I find challenge is case comments are a little weak. 3 ways to communicate but all have some gaps
What problems is the product solving and how is that benefiting you?
It is helping us move away from e-mail based customer support and allowing us to utilize a knowledge center apporach to scale our service teams
Service possibilties
What do you like best about the product?
Flexibility and engage with customers service process
What do you dislike about the product?
Need to buy user when use case portal! Many others solutions don't charge
What problems is the product solving and how is that benefiting you?
Help us and our customers to resolve and organized cases and colaborate with team and powered the customer 360
Salesforce Service delivers
What do you like best about the product?
The ability to empower users to have all the details they need at their fingertips to resolve issues and support clients. And the ability to review and learn from trends.
What do you dislike about the product?
Without sufficient training, users struggle with maximizing their work. Would live more ways to support real time training and suggestions for improvements so admins can continually solve issues.
What problems is the product solving and how is that benefiting you?
A unified way to collect, take action, resolve and improve. Used for both internal staff and external clients. Provides good data on trends and streamline case management
Great tool for Support Agents to track and solve customer cases
What do you like best about the product?
It a great tool. One stop for agent to review custome case. Knowledge panel recommends best article to resolve case. Analyst can communicate with customer through email/chatter etc. In build milestones for SLA process.
What do you dislike about the product?
One caveat is unable to filter knowledge articles by Data categories in easy way. More improvements needed. Also Email to Case issues when having longer email threads causes new Cases to create.
What problems is the product solving and how is that benefiting you?
Resolve customer cases with knowledge management. Communication channels through email and chatter to keep customer engaged resulting best customer satisfaction surveys.
Love service cloud
What do you like best about the product?
I love the efficiency and different options to use cases
What do you dislike about the product?
Case flows do seem to get more complex with even a single record type
What problems is the product solving and how is that benefiting you?
Tracking cases with customers who reach out to support. Better reporting and metrics
Service Cloud Routing
What do you like best about the product?
I like that you can route based on skills, level, and more.
What do you dislike about the product?
Omni-channel is confusing that you get more with a higher license like messaging etc.
What problems is the product solving and how is that benefiting you?
Case management for tech and customer service
Service Excellence
What do you like best about the product?
Scalability and intutive experience been the most phenomenal thing about service cloud - while it also brings in a lot of customization and personalization based on our customer needs
What do you dislike about the product?
Not a lot to elaborate on dislike - however the pricing of the tools are less affordable which is one of the major downsides to most of Salesforce products in general
What problems is the product solving and how is that benefiting you?
Connecting customers and sellers in an efficient way to manage relationships while also supporting them in providing necessary details to better service on a day to day basis
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