Agentforce Service
Salesforce, Inc.External reviews
7,033 reviews
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All in one
What do you like best about the product?
It was all features in a single view to be able
What do you dislike about the product?
You cant have separate priorities for different channel queues
What problems is the product solving and how is that benefiting you?
Pre
Maximum satisfaction for customers
What do you like best about the product?
Multichannel capabilities, the application of AI, and how easy it is to set everything up
What do you dislike about the product?
Nothing, I like everything! If I had to say something, the price of the licenses.
What problems is the product solving and how is that benefiting you?
Respond to the client in record time, facilitate the work for the contact center agents
I implemented Open CTI to streamline my users' operations.
What do you like best about the product?
I like the fact that I can quantitatively observe the productivity gains with Salesforce Service Cloud.
What do you dislike about the product?
I would like to see an easy transition from the Classic email template to the Lightning email template.
What problems is the product solving and how is that benefiting you?
By linking with CTI and PBX, we are able to answer customer inquiries quickly and efficiently.
Service cloud let's us consolidate all our data into a single console for easy use.
What do you like best about the product?
Being able to use and access all user data from a single console is extremely nice and saves us time needing to go to different pages and having load times just to find what we need. We can also use Omni-channel to get the right agents to help with whatever issue the customer may have.
What do you dislike about the product?
There isn't really anything that I dislike about sales cloud. So far it has been an amazing tool that I will keep using in the future.
What problems is the product solving and how is that benefiting you?
Letting users handle small cases themselves with the power of AI and even direct them to Knowledge articles for them to be able to learn and solve their own problems so that we can spend more time on the important matters. If we are unable to help them solve it themselves we can direct it to an agent that actually can help them to get it resolved quickly.
Game Changer for Customer Service
What do you like best about the product?
360 degree customer view - it is easier to understand customer history and preferences, which means we can offer more tailored support.
Service Cloud Voice - It combines phone and digital support in one unified platform.
Service Cloud Voice - It combines phone and digital support in one unified platform.
What do you dislike about the product?
Learning curve for new users. Though ecosystem is powerful, it can be a bit overwhelming for those unfamiliar with Salesforce, requiring significant onboarding and training time. However, once our team became familiar with the system, it significantly enhanced our customer service capabilities.
What problems is the product solving and how is that benefiting you?
Using Omni Channel - We could route the cases and Chats to the available Correct Agents automatically.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
Awesome Service cloud !!!
What do you like best about the product?
Case management and SLA process along with AI
What do you dislike about the product?
Interface for Service agents could be better
What problems is the product solving and how is that benefiting you?
Help the customer with order, billing and delivery issues
Best way to manage customer support
What do you like best about the product?
The robust featutes. There's a tool or custom solution for every issue we may face.
What do you dislike about the product?
It's so easy to use and that can lead to large data usage which can be hard to maintain
What problems is the product solving and how is that benefiting you?
We are moving to the MIAW platform and the stakeholders are thrilled with the enhancements
Service Console Delivers
What do you like best about the product?
Omnichannel routing and the service console are the two biggest productivity features I love most about Service Cloud. Multichannel routing of calls, the agile tab views within the consol, it all makes delivering quality service to customers efficient and simple for our agents. My CS leaders love the Omnichannel supervisor and the ability it gives them to manage their teams.
What do you dislike about the product?
Milestones, milestones, milestones. I'd love to be able to pause one milestone while allowing another to continue to run.
What problems is the product solving and how is that benefiting you?
It brings together all the information our CS team needs to deliver quality support to the customer on one screen. We're currently trying to add additional channels for support.
Very good experience for agent and customers
What do you like best about the product?
Routing features are mostly I like in servcie cloud
What do you dislike about the product?
I like every feature of servcie cloud nothing specific I can think of
What problems is the product solving and how is that benefiting you?
Mainly routing and email to case feature
Very good new AI feature
What do you like best about the product?
Customization if very flexible; new AgentForce Will change everything for thé better
What do you dislike about the product?
Limitations about new features are not always well documented
What problems is the product solving and how is that benefiting you?
Replacing old support software; providing a community portal
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