Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Great development experience
What do you like best about the product?
I like how omnichannel can rout multiple channels based on skills
What do you dislike about the product?
The email categorization an lack of capabilities on activity capture
What problems is the product solving and how is that benefiting you?
Solve cases faster
Perfect case management
What do you like best about the product?
Crm data and case data in a unique omnichannel solution
What do you dislike about the product?
Too much hard extract big data even with dataloader
What problems is the product solving and how is that benefiting you?
Customer service centralization
Great Customer Experience
What do you like best about the product?
The way that a case can be created and how seamlessly it is integrated within the crm in a single application has helped the users and business a lpt in solving the cases faster
What do you dislike about the product?
If there is way to reroute cases other than using case routing rules and even in case routing rules if we can refer to other child object details it would be great.
What problems is the product solving and how is that benefiting you?
The standard one and also the capability of integrations.
Business Analyst
What do you like best about the product?
The ability for reps to have access to information to help customers.
What do you dislike about the product?
A little confusing between FSL and Sercice Cloud.
What problems is the product solving and how is that benefiting you?
Combination of information into one system.
Service Cloud is a must
What do you like best about the product?
Service cloud allows our agents to easily maintain all cases related to our customers and manage issues related to their travelers. It's a one stop shop
What do you dislike about the product?
There have been no downsides or issues experienced
What problems is the product solving and how is that benefiting you?
Issues related to customer travel
So Powerful!
What do you like best about the product?
The best way to sum up what is good about Service Cloud is the metaphor of "Single pane of glass*. Having access to all our customers data, from multiple systems, and presenting it in one UI is so powerful.
What do you dislike about the product?
Sometimes integration to external systems is not as easy as I would like.
What problems is the product solving and how is that benefiting you?
Solving agent swivel chair, and with data cloud and AI, we are automating many repetitive agent actions.
360 service !
What do you like best about the product?
Ease of use. Accounts and Customers information in the same place
What do you dislike about the product?
Managing multiple conversations on the omni channel could be better
What problems is the product solving and how is that benefiting you?
We had no idea how long some cases took us to resolve. SLA timers helped a lot.
Service Cloud Review
What do you like best about the product?
Ability to manage support cases in efficient way driving key insights
What do you dislike about the product?
Nothing specific. I need to learn more to see how I can further leverage capabilities.
What problems is the product solving and how is that benefiting you?
Managing complaints in efficient way allowing insights to be gathered ensuring regulatory compliance.
Fast build case management platform
What do you like best about the product?
Case management process with task and activities
What do you dislike about the product?
Some limitation on out of box case management
What problems is the product solving and how is that benefiting you?
We are currently implementing complaints and it is helping to build customer 360 view at one place
Good, depends on the use case
What do you like best about the product?
Config is easy, uptime, ease of support
What do you dislike about the product?
Versions coming out very often.
What problems is the product solving and how is that benefiting you?
Case management
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