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.
Excellent product for retail!
What do you like best about the product?
Service cloud has allowed us to transform our business into a true omnichannel retail operation that meets and exceeds our customers needs.
What do you dislike about the product?
Licensing is tricky and confusing wt times.
What problems is the product solving and how is that benefiting you?
Allowing us to service orders in a true omnichannel fashion
Improving the customer experience
What do you like best about the product?
Our agents are able to easily access their information and provide the hospitality We are known for utilizing service cloud and c360
What do you dislike about the product?
No complaints yet, we're excited to integrate it better with our telephony tool
What problems is the product solving and how is that benefiting you?
It's not necessary solving problems but enabling us to meet our customers where they are
Awesome and productive tool.
What do you like best about the product?
The tool is very helpful for our organization and our customer service agents. We have launched omnichannel for our agents for cases.
What do you dislike about the product?
Simpler UI with needed elements and components can be helpful. Sometimes for new users the UI is overwhelming
What problems is the product solving and how is that benefiting you?
KB articles are great for the teams. We are able to view all conversations end to end from customers in one view.
World Class
What do you like best about the product?
Reporting and dashboards provide users great, real time, actionable data for the best position for decision making.
What do you dislike about the product?
No dislikes with Service Cloud. Truly enjoy the product.
What problems is the product solving and how is that benefiting you?
Immediate attention to our customers needs for solutions and tracking.
Increase agent productivity
What do you like best about the product?
Possibility to provide a quality customer service with 360 view
Send emails directly from the console
Send emails directly from the console
What do you dislike about the product?
Way of monitoring agents productivity regarding the SLA. I think it can be improved
What problems is the product solving and how is that benefiting you?
Provide a quality costumer service by responding all the complaints. No missing complaints anymoy
Endless possibilities
What do you like best about the product?
Service cloud makes it so easy to track customer interactions. The consolidated data allows you to understand your customer and elevate your service.
What do you dislike about the product?
Our org has gotten complex and requires some clean up
What problems is the product solving and how is that benefiting you?
Allows us to easily track issues that are reported to our contact center
Effective partner and customer portal management
What do you like best about the product?
Salesforce service cloud provide OOB functions that scaled with our business - from partner management to customer portal to integrated case management, a seemless experience for our growing customer base.
We were also able to expose entitlement/ asset info via the portals allowing customers to access key information via self serve functionalities like knowledge base.
We were also able to expose entitlement/ asset info via the portals allowing customers to access key information via self serve functionalities like knowledge base.
What do you dislike about the product?
Knowledge base could be more dynamic, ie AI functions to help customer find what they need.
What problems is the product solving and how is that benefiting you?
Gave us a way to manage, track and report cases, provided customer enablement, improved CSE productivity.
Service Cloud is invaluable
What do you like best about the product?
By providing a home for our internal knowledge base we are able to allow our agents with all the information they need to provide our customers with rapid and relevant assistance.
What do you dislike about the product?
The biggest issues has been around the managemt with our knowledge base. With not enough managers working there the information does not get updated quickly enough.
What problems is the product solving and how is that benefiting you?
Service Cloud gives our team what they need to be the experts our customers need in the moment they are are asking for help. This Information is invaluable.
Awesome product
What do you like best about the product?
Case management with service cloud is awesome
What do you dislike about the product?
Omni channel can be a bit confusing to set up
What problems is the product solving and how is that benefiting you?
Case management for our end users
Tame the chaos
What do you like best about the product?
Service cloud makes it easy to track and manage our work for customers. Thank you for making it easy to focus on service and less on lost memos and emails!
What do you dislike about the product?
There are sometimes a lot of clicks to get to the info and fields we use.
What problems is the product solving and how is that benefiting you?
Routing customer care activities promptly
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