Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
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Streamlined Case and Asset Management with Valuable Features
What do you like best about the product?
I find Salesforce Service Cloud incredibly effective for managing cases and assets, which was a challenging task before. I love the case management and Omnichannel features—it's definitely my favorite aspect of the service cloud. The console's construction and flexibility to modify it easily are features I really appreciate. Additionally, the integration with internal applications and Jira works excellently for our needs.
What do you dislike about the product?
I think the omnichannel routing could be made much easier and simpler. Additionally, I find the work order management and work plan management could also be simplified.
What problems is the product solving and how is that benefiting you?
I find the product improves case and asset management significantly, simplifying our hierarchy complexities and making integration seamless with applications like Jira.
Great Case Management, But Email Communication Needs Improvement
What do you like best about the product?
I appreciate how straightforward it is to manage cases and handle telephony tasks. The simplicity in both areas makes my workflow much smoother.
What do you dislike about the product?
The email communication system is not very user-friendly.
What problems is the product solving and how is that benefiting you?
Handling customer support queries.
Efficient Customer Support, but Initial Navigation Can Be Tricky
What do you like best about the product?
What I like most about Service Cloud is that I can support customers from a single screen.
What do you dislike about the product?
For those using Service Cloud for the first time, it may be difficult to navigate through the tabs and screens. However, this can be resolved with customization!
What problems is the product solving and how is that benefiting you?
Case handling is highly recommended, especially when high case volume is an issue.
Omni Channel Handles Routing Well, But Lacks Built-In Testing Support
What do you like best about the product?
Omni Channel is good and does the job of routing agents
What do you dislike about the product?
It does not help much for tectimg and we have to installl a third party tool to do this
What problems is the product solving and how is that benefiting you?
Omni channel routing
Lead Salesforce Developer
What do you like best about the product?
Tracking progress on installs and service projects
What do you dislike about the product?
sometimes the object model is a bit restrictive
What problems is the product solving and how is that benefiting you?
Managing installs
Efficient data governance and well-structured customer experience
What do you like best about the product?
The possibility of having data with greater governance is a positive point that I highlight.
What do you dislike about the product?
The experience process for clients and the procedures involved are well-structured, providing a satisfying journey. The attention to detail at each stage demonstrates the commitment to offering quality service.
What problems is the product solving and how is that benefiting you?
The price is in line with the company's reality, accurately reflecting what is practiced in the market.
Omni-Channel Is Amazing and Service Cloud Integrates Seamlessly
What do you like best about the product?
Omni-Channel is amazing!!! Service Cloud as a whole is nice in that it just rests on top of Salesforce and you don’t need to leave the org to use it.
What do you dislike about the product?
There’s nothing that I dislike at this time.
What problems is the product solving and how is that benefiting you?
Being able to route custom object records to the appropriate user via Omni-Channel.
Great Case Management, but Needs Better Out-of-Office Filtering
What do you like best about the product?
The ease having our cases in one place and routing.
What do you dislike about the product?
When accounts have out of office, it responds back to our case queue so it makes it a little confusing. I think we just need a better way to filter that out.
What problems is the product solving and how is that benefiting you?
A lot of cues coming in from different stakeholders as members students or partner partners even internal staff so it makes it all go into one place and route it to the right team members
Great Knowledge and Omnichannel Features
What do you like best about the product?
Knowledge , case ,omni channel, entitlements. These are important and we use for customer support and call center.
What do you dislike about the product?
It solved my needs and its good. There is no recommendations.
What problems is the product solving and how is that benefiting you?
Itbsolves call center. It's helps maintain knowledge. Helps in case management.
Great customization and support all in one place
What do you like best about the product?
The customization is great because you can custom tailor it to your own processes and integrate it with email and other external applications to be able to handle customer support in one area.
What do you dislike about the product?
It can be expensive to set up other add ons which are prohibitive to some companies.
What problems is the product solving and how is that benefiting you?
It allows all support cases to go to one place rather than just through tickets and emails.
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