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.
The best CRM!
What do you like best about the product?
Easy of configuration and super easy for end users.
What do you dislike about the product?
Some of the limitations around multi-select picklists.
What problems is the product solving and how is that benefiting you?
User issues and phone support
Enables single pane for all customer facing teams
What do you like best about the product?
Enables single platform for all customer teams where other systems result in siloed data.
What do you dislike about the product?
UI takes some time to perfect because there are so many ways to customize.
What problems is the product solving and how is that benefiting you?
Scale service processes through self-service enablement.
Improves our productivity and customer experience
What do you like best about the product?
It improves our employees productivity and gives us insight and clarity with our work flow and data.
What do you dislike about the product?
Nothing really. There's a lot of features and potential that takes time to deploy with an effective strategy to lead to high adoption and morale.
What problems is the product solving and how is that benefiting you?
It allows us to manage our workflows and automate a significant portion of low impact tasks, such as assigning work, that were previously handled manually.
Good for servicing clients on different channels
What do you like best about the product?
Allowing using agents for different channels.
Show customer care by enabling them to access us via multiple channels and different languages.
Show customer care by enabling them to access us via multiple channels and different languages.
What do you dislike about the product?
Would like better integration of 3rd party phone solutions into the OMNICHANNEL capacity, workload, agent status.
What problems is the product solving and how is that benefiting you?
Quote creation for customers
Chat for existing insurance policies
Email to case also for existing policies
Chat for existing insurance policies
Email to case also for existing policies
Service Cloud works well for our global organization
What do you like best about the product?
Case management functionality in Salesforce Service Cloud can be configured for any size organization. We have multiple departments globally creating cases for our end customers, and include functionalities like Incident Management, Next Best Actions, etc.
What do you dislike about the product?
We need a dark mode option, as well as more Knowledge functionalities like change tracking when editing articles.
What problems is the product solving and how is that benefiting you?
Case management, Knowledge management etc.
One of the best!
What do you like best about the product?
It covers customer 360 view when it comes to case opening, escalation, approval and closing. Great insight capability with better ROI. Depending on the complexity of the business customization is easy and sustainable.
What do you dislike about the product?
Nothing specific.... case team scoring xould be an iDea ro improve the Artificial intelligence capabilities.
What problems is the product solving and how is that benefiting you?
End to end customer issue resolution including customer self service with knowledge articles.
Heart of a smart and good costumer service
What do you like best about the product?
The way we have been able to adapt the case's fields to our strategy so we can get good reports
What do you dislike about the product?
We don't have slack so we have been limited by only having the option of using chatter for team collaboration
What problems is the product solving and how is that benefiting you?
Centralizing the costumer experience including the service
Service Cloud for Customer Care
What do you like best about the product?
One of our Customer Care groups recently migrated to Salesforce Service Cloud and saw time savings right away with Email to Case functionality along with reporting which the team struggled previously
What do you dislike about the product?
What i don't like about Salesforce Service Cloud is that we can't keep up with changes and miss some good existing opportunities that can help our teams to work smarter and not harder
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping our Customer care, Operations and Sales support groups to be more productive, being able to service customers faster while working together.
Powerful CRM
What do you like best about the product?
Powerful and extremely customizable. Out of the box reporting is extremely useful.
What do you dislike about the product?
Not the cheapest but understandable if you utilize all the capabilities.
What problems is the product solving and how is that benefiting you?
Keeping everything organized and offers a centralize place to store customer data and communication no matter the channel.
Clients details all in one place
What do you like best about the product?
Any of our agents can pick up a case and instantly know who is asking for help, what product version they are on and have context on the issue the client needs help with. This makes it easy to help them and having recommended articles allows us to point them to the correct resources to compliment our guidance.
What do you dislike about the product?
Notifications of an email response link you to the email, not the case, meaning you need to then click again to get to the case to get context before replying.
What problems is the product solving and how is that benefiting you?
Keeping all data in one place to track cases, generate reports and get collaboration. Multiple agents can help the one client on the one issue when an issue is not resolved first time without frustrating the client.
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