Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Highly recommended
What do you like best about the product?
Case management simplified for every day use
What do you dislike about the product?
High cost and lots of maintenance for every day tasks
What problems is the product solving and how is that benefiting you?
Automated service
SCV and Omni
What do you like best about the product?
Ability to integrate our SF with a telephony solution manged within SF allowing a 360 view of our agents and clients!
What do you dislike about the product?
Refreshing omni browser causes disconnection issues
What problems is the product solving and how is that benefiting you?
Holistic view of our customer interactions to provide a better experience
Best customer experience with service cloud
What do you like best about the product?
Case management and information all in 1 place; Omni channel touting based on skills or type of case
What do you dislike about the product?
Unable to link knowledge articles to the specific cases
What problems is the product solving and how is that benefiting you?
Customer experience, customer services, surveys, order information to sales reps
Service cloud allows us to reduce customer churn.
What do you like best about the product?
As an agent, it is valid to manage Cases well and to have good visibility of the support levels that can be provided to the user. As a team manager, I see the response time and the type of Case being handled. As upper management, I am able to forecast resources in the short and medium term based on the history of Cases. The integration with our softphone has allowed us to better see which client is calling for support.
What do you dislike about the product?
I would like Oknichannel to be available on mobile as well.
What problems is the product solving and how is that benefiting you?
We are able to respond to users' cases according to their type of rights. We have better visibility of the types of requests.
Email solution
What do you like best about the product?
Everything in one place is a big bonus to have
What do you dislike about the product?
Issue we are seeing is creating a process for incoming emails. Havin a solution that is scalable and forward email that are valid case emails into salesforce
What problems is the product solving and how is that benefiting you?
Having a place that houses all customer interactions is golden
SFDC Administrator
What do you like best about the product?
One thing I enjoy about service cloud is the customization available for the case object and all processes related to cases.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
What do you dislike about the product?
One thing I dislike is that not all case fields can be removed from page layouts. For example, for some teams the priority of the cases is the same across all records. As such, we do not need the Priority field to be displayed to them.
What problems is the product solving and how is that benefiting you?
Service cloud allows us to address customer requests that come into our SaveDesk and Help Desk teams. We are able to do this in an organized and reportable way, which is a huge benefit to our organization.
Service cloud journry
What do you like best about the product?
This is so helpful for service use case. Sales dialer , case classification features are best .
What do you dislike about the product?
I do not feel any experience like this yet
What problems is the product solving and how is that benefiting you?
Case classification and customer service management
Service Cloud is the best Case Management platform. Period.
What do you like best about the product?
Is super easy to implement great solutions to make our customers life easier.
The case management scalability is awesome and super flexible.
The case management scalability is awesome and super flexible.
What do you dislike about the product?
Nothing really, is awesome. Maybe just about the license fee is high for LATAM region
What problems is the product solving and how is that benefiting you?
We are supporting internal requests, vendors, providers and producers in 19 countries in LATAM and USA.
We are able to support Web2Case, Email2Case, SMS/Whatsapp/Chat/CallCenter 2Case using Omnichannel and Service Console
We are able to support Web2Case, Email2Case, SMS/Whatsapp/Chat/CallCenter 2Case using Omnichannel and Service Console
Flexible out of the box functionalities
What do you like best about the product?
We use it to keep track and handle key attendee queries for our events. Its great out of the box as we have a simple process but it can be enhanced with code.
What do you dislike about the product?
Advanced features are extra unfortunately
What problems is the product solving and how is that benefiting you?
It helps in decentralization of our key attendee success and partner success queries. Where we used to have dedicated managers, questions now go to a team so they get addressed quickly.
Great product
What do you like best about the product?
Great support for customer service and customer support
What do you dislike about the product?
Depending on the specific context the license could not fit the custom business case
What problems is the product solving and how is that benefiting you?
Better customer experience and support
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