Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Another great product
What do you like best about the product?
love the integration of AI with support cases and the amount of customizations available.
What do you dislike about the product?
Cost is high and not so effective for small teams.
What problems is the product solving and how is that benefiting you?
Understand user complaints, suggest solutions and maintain knowledge base.
The best way to provide service and customer satisfaction
What do you like best about the product?
Having information about the clients allows them to receive the expected attention. The best way to be customer-oriented.
What do you dislike about the product?
Everything is fascinating.
Provide the best option to the client.
Provide the best option to the client.
What problems is the product solving and how is that benefiting you?
Know what the client expects in their inquiry
User friendly and great for customer service
What do you like best about the product?
Salesforce Service Cloud is great for customer support. It's user-friendly and packed with features. The integration with other Salesforce tools is a bonus. If you want to boost your customer service game, it's definitely worth checking out!
What do you dislike about the product?
The pricing is high for what you get, and it can take forever to set up. Plus, the interface feels outdated.
What problems is the product solving and how is that benefiting you?
It takes on the issue of scattered customer interactions so that our team can see everything in one place. This means faster response times and a smoother experience for customers
Service cloud for the win
What do you like best about the product?
Service cloud puts all the information right at the end users fingertips.
What do you dislike about the product?
There is nothing I dislike about service cloud.
What problems is the product solving and how is that benefiting you?
It allows all the service information to be centralized and right at our end users fingertips.
Good and reliable
What do you like best about the product?
Easy to use
Not difficult to use
Pretty straightforward
Not difficult to use
Pretty straightforward
What do you dislike about the product?
Price seems expensive
Hopefully the price could be lower
Hopefully the price could be lower
What problems is the product solving and how is that benefiting you?
Suggesting knowledge articles
Driving efficiency of sales enablement
What do you like best about the product?
We use omni channel that proves effective in case management. Lightning service is another feature that benefits our sales force.
What do you dislike about the product?
Since we are not utilizing the full capability of this feature I am not able to comment on it holistically. Cost of maintenance is a downside I could think of.
What problems is the product solving and how is that benefiting you?
Singular product capability that serves as a knowledge base for the CSRs.
Seamless experience from Omnichannel to Case Management to Service AI to Knowledge Base
What do you like best about the product?
It's Case Management features, it is extremely robust and configurable
What do you dislike about the product?
Knowledge Base and Workforce Management can be better
What problems is the product solving and how is that benefiting you?
Contact Center Operations, seamlessly sitting on one platform
Voice + AI
What do you like best about the product?
Salesforce Service Cloud helps agents to attend requests from the customers on any channel, even voice.
And it is powered by AI, which helps users on answering customers' requests quickly. It means customers are not on hold on a call waiting the agent to find some information, or checking if customer is suitable for a promotion.
Service Cloud already provides all information to the agent, and recommends actions.
Also, Service Cloud helps agents to wrap up the calls, providing a summary of the call and qualifying it.
And it is powered by AI, which helps users on answering customers' requests quickly. It means customers are not on hold on a call waiting the agent to find some information, or checking if customer is suitable for a promotion.
Service Cloud already provides all information to the agent, and recommends actions.
Also, Service Cloud helps agents to wrap up the calls, providing a summary of the call and qualifying it.
What do you dislike about the product?
Extra licenses have to be purchased for every Service Cloud agent.
What problems is the product solving and how is that benefiting you?
Service Cloud offers a transcription of the call conversation. And it can be summarized. So, when agent requires some help from other agent or Supervisor, they already have the information. And the customer doesn't have to repeat her inquiry.
Excellent tool if you want to grow your business!
What do you like best about the product?
Flexibility, user experience, ease of integration.
What do you dislike about the product?
The costs to implement and the implementation costs.
What problems is the product solving and how is that benefiting you?
Integration.
It becomes driving personalized marketing at scale.
What do you like best about the product?
Salesforce Marketing Cloud is a powerful digital marketing platform that allows my businesses to engage customers across multiple channels with personalized campaigns.
What do you dislike about the product?
So, especially in the initial stages of setup and integration. It often requires significant time and resources to fully understand and implement its capabilities.
What problems is the product solving and how is that benefiting you?
Solves several key problems by centralizing customer support interactions, streamlining case management, and improving response times across various channels such as email, chat, social media, and phone. As a marketing director, this benefits you by enhancing customer satisfaction and loyalty, as your team can resolve issues more efficiently and deliver personalized, consistent service.
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