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.
E2E Seamless Onboarding!
What do you like best about the product?
The professionalism of the sales and technical implementation teams. They allowed for a collab approach in identifying use cases to solve for our pain points. Even when bumps in the road are identified in the project plan the team was agile in delivery. As an example, Medify Air partnered with an Intelligent Virtual Agent company to deflect contacts into call center. Airkit was able to work in partnership to deliver a seamless engagement which has not only reduced costs but directly increased the CX.
What do you dislike about the product?
While it is a low code platform there is still a need for some technical development for API integrations. There is still some room for the platform to become more fluid by adding an in-app engagement chat function. I also believe the speed of delivery could be a lot faster when the engagement is being developed by the Airkit team.
What problems is the product solving and how is that benefiting you?
We are solving several use cases from WISMO to a digital subscription model. After we launched it was identified that we needed a way for our agents to accept a PCI credit card capture. We are no longer an analog company driving to a digital consumer.
Recommendations to others considering the product:
Know what problem you would like to solve and that Airkit is the primary or support tool for resolution. Once you are able to analyze the issue the Airkit will be supportive to drive your initiatives.
Contact information and all storage on a single platform
What do you like best about the product?
The handling of all the tools the ease of storage and contact all on a single screen
What do you dislike about the product?
Sometimes it has a fault that changes the connection state without consulting it
What problems is the product solving and how is that benefiting you?
It has improved the failures of transferring chats and emails, access to information is more concrete
Recommendations to others considering the product:
It is the best platform to have everything at hand and give the best service
Efficient and well-equipped Service Software!
What do you like best about the product?
The main advantage of Service Cloud is its ability to work with the Sales Cloud and other Salesforce products seamlessly. In addition to that, they have flawless email-to-case that benefits teams in 2021. Also, if there is no built-in solution, AppExchange offers many integrations and free apps to benefit the service. Also many users can use the functions of Service Clould without having to pay for a Service Licence.
What do you dislike about the product?
One problem that we had as a team was calculating Response Time to the second, there are fields like age which give an hourly rate around business hours, but that does not work for high-efficiency teams needing to know service stats to the decimal.
What problems is the product solving and how is that benefiting you?
We are solving case assignment, case escalation, reporting options. The main benefits from switching were having Accounts and Contacts synced up to all of our cases. It helps our teamwork on SLAs and knowing which customers are contacting support too much.
Salesforce Service Cloud - CRM Solution
What do you like best about the product?
It's a very complex but useful CRM solution for your team. They can share information through a single case or thread and use the built-in system metrics to track their performance using different timelines.
What do you dislike about the product?
It's very complex but also customizable. So if you don't need all its features, you can simplify it to reduce training time and avoid confusion amongst your team. Since it might seem very complicated when you first look at their User Interface, but once you personalize it to your team needs, you will be able to maximize the efficiency that the CRM offers.
What problems is the product solving and how is that benefiting you?
Customer Support for cross-platform clients and also multiple services across the mainland US region. It also helps us to keep track of all the internal and external communications that we have with our clients and our team.
Recommendations to others considering the product:
It's really worth it. Is strongly recommend it, especially due to all of their integrations.
salesforce has been giving me feed back regarding he service if provide for customer for disney plus
What do you like best about the product?
I like Salesforce because my coworkers give me feedback on there. And it helps me see whether I'm doing a good job.
What do you dislike about the product?
There isn't anything i dislike about salesforce. Salesforce has been treating me well as far as no issues with the system. And it's been giving me feedback on the service I provide. I'm thankful that there are apps where I can see how good or bad job I'm doing. There's a motivation when it comes to scores for me.
What problems is the product solving and how is that benefiting you?
I'm solving the problems, I believe, because I'm constantly checking if I get low or high scores, so i know next time i get in contact with a customer, i could give it my best effot. I think salesforce has done a great job
Great Tool
What do you like best about the product?
Very concise and easy to navigate and looks clean
What do you dislike about the product?
Not much I dislike about this, honestly.
What problems is the product solving and how is that benefiting you?
Just inputting an internal knowledge base
Customer Service and Support
What do you like best about the product?
It is helpful to solve customer issues.
It is available for 24/7. It provides service very fast than traditional methods.
Meet the customers on their preferred channel such as mobile phones, web, email, chat etc.
Unified platform managing all the cases assigned to agent they can prioritize the task.
Knowledge base helps to resolve the issue faster.
Live agent provides real time online help with chat support service.
It can manage customer from any device from anywhere as it provides mobile application.
Service cloud community help users to help each other.
It is available for 24/7. It provides service very fast than traditional methods.
Meet the customers on their preferred channel such as mobile phones, web, email, chat etc.
Unified platform managing all the cases assigned to agent they can prioritize the task.
Knowledge base helps to resolve the issue faster.
Live agent provides real time online help with chat support service.
It can manage customer from any device from anywhere as it provides mobile application.
Service cloud community help users to help each other.
What do you dislike about the product?
Community licenses is too expensive.
Customization is not easy.
Due to complexity it takes much time in entering the data.
It requires training material to understand the features.
Customization is not easy.
Due to complexity it takes much time in entering the data.
It requires training material to understand the features.
What problems is the product solving and how is that benefiting you?
Helps in solving the customers problems, increase their satisfaction which helps to increase
the sales.
It provides faster service.
the sales.
It provides faster service.
Recommendations to others considering the product:
It is easy to use and very helpful tool to solve customer issues as it provides services 24/7 and real time online chat support.
customer relations
What do you like best about the product?
this helps me keep the proper documentation of the leads and to keep the remainders make the work runs smooth
What do you dislike about the product?
User interface is a bit complex and its time consuming for setup
What problems is the product solving and how is that benefiting you?
this helps me keep a better documentations
Recommendations to others considering the product:
Those who wants to make a proper documentation of the customers and the requirements and also to make a regular follow-ups its much recommended.
Service Cloud is the best cloud for dealing with business operations
What do you like best about the product?
The quality of Service cloud automation allows users to manage their own self-service operations, greatly streamlining the process of reviewing plug-ins in the Service cloud Exchange app and importing and exporting work data through these plug-ins.
What do you dislike about the product?
A drawback of Service Cloud is also the fact that it does not have integrations with any workflow graphic editor that allows them to be added in the cloud, as this would make it easier for all users to manage and transport the content.
What problems is the product solving and how is that benefiting you?
Service cloud has a design that is as charming as it is simple, allowing users to know how to correctly use all operations within their cloud and Exchange app without having to be an expert in managing storage applications for online services. This concept of simplicity is achieved because Service cloud has an appropriate degree of artificial intelligence provided by Salesforce, aimed at keeping all incidents with sales content as minimized as possible through the plug-in applet.
Recommendations to others considering the product:
Service cloud is very accessible in terms of deployment, as it can be used on a wide variety of devices. Without a doubt, the platform has successfully addressed the storage needs of users. It is recommended to use it to adapt and streamline the content created through different CRMs, although in terms of ergonomics, the best option is to use Salesforce CRM, whose integration is native to the platform and has better stability and options.
Review about Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud helps in sharing a lot of important official files and documents in a secure manner. The chat and customer support feature are also useful.
What do you dislike about the product?
Salesforce Service Cloud I feel is still in a very nascent stage. There are more flexibility to be added to the features before it can become a great cloud service platform
What problems is the product solving and how is that benefiting you?
Most of my usage of Salesforce Service Cloud is about sharing of important company documents with others as and when and where needed and also for reaching out as a customer support feature to fulfill queries
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