Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Everything is good, but some minor adjustment is preferred like EAC enablement
What do you like best about the product?
Flexibility on implementation like CX service
What do you dislike about the product?
Sometime email to case doesn't work as smooth as I think and reject
What problems is the product solving and how is that benefiting you?
Questions customer has
Extremely user friendly
What do you like best about the product?
Agentforce provides powerful new capabilities
What do you dislike about the product?
Not well integrated w Teams and Microsoft Suite
What problems is the product solving and how is that benefiting you?
Visibility on effectiveness of service org and cx
Service cloud to rescue
What do you like best about the product?
I like the case management piece of service cloud as it helps us with an efficient way of handling cases based on priority, workload of agents and their skills, automatically routing them to resolve issues.
What do you dislike about the product?
I think with the agentforce, we will see some help related to minimizing the human involvement which is one of the things I feel we need improvement on as we have a lot of workload. Also, we are working to solve the issue with integrating data across orgs but that seems to be a generic thing for now.
What problems is the product solving and how is that benefiting you?
We are able to streamline our case management process and also been able to support our customers better with all the information available to the agents.
Service Cloud for Fintech
What do you like best about the product?
Best Case Management for CX and operations.
What do you dislike about the product?
Customizations and voice integration(routing)
What problems is the product solving and how is that benefiting you?
Customer Inbound and Outbound
Great solution that our agents love
What do you like best about the product?
Intuitive, users like it, metrics help us improve
What do you dislike about the product?
Nothing really, give it to us for free???
What problems is the product solving and how is that benefiting you?
Supporting our agents to service our customers
A whole department now has tracking capabilities.
What do you like best about the product?
Being able to log any issue as a case and track the history of it.
What do you dislike about the product?
There are limitations with Omni channel with how many items can go through it.
What problems is the product solving and how is that benefiting you?
Tracking of customer issues and in house issues. It's giving our agents easier views on issues.
Powerful but not intuitive
What do you like best about the product?
It can be very powerful by keeping agents in the same system as other customer data, using knowledge and AI to save time
What do you dislike about the product?
It cannot prioritize phone calls over email
What problems is the product solving and how is that benefiting you?
It allows us to have a unified system for customer service that puts customer information at agents fingertips.
Its awesome and we used from 12 years
What do you like best about the product?
Agent console and omni sales are awesome
What do you dislike about the product?
Case and omni channel routing is the best
What problems is the product solving and how is that benefiting you?
All manual works
Great CRM capabilities and functionality
What do you like best about the product?
Integrated capabilities with the multiple customer touchpoints and many types of knowledge.
What do you dislike about the product?
I would like to see more out of the box reporting capabilities.
What problems is the product solving and how is that benefiting you?
Briad view of the customer experience
Great art of the possible
What do you like best about the product?
Keeping all data in one place on a single data model, with the possibility to link to chat, email ... bringing structure and simplification
What do you dislike about the product?
The "next steps" often involve buying something additional eg form builder, social media integration..
What problems is the product solving and how is that benefiting you?
New rollout for b2b customers ... getting data in one place in standard format globally
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