Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Best Flexible CRM Solution
What do you like best about the product?
How easily configurable the platform is, with product offerings such as Omni supervisor being well thought out and improved upon as years go on. Something as small as configurable visibility to allow large call centers to limit agent visibility on a potentially large dashboard.
What do you dislike about the product?
Being built on salesforce core platform means there are certain aspects of service cloud that feel antiquated especially with the migration to lightning.
What problems is the product solving and how is that benefiting you?
Being able to integrate and cover so many aspects of the call center allows for the teams to centralize their daily actions all within Service Cloud.
Problem?… Solved.
What do you like best about the product?
Service cloud provides a base and core functionality to provide customer service. From there customers can extend what is captured on the cases, how they are managed and how solutions provided.
What do you dislike about the product?
There isn't a fully extensible data driven way to manage different types of cases. For example you would want to capture different data points for order issues than for product issues. If you sell 200 product line and have different data points to capture for product line the case object becomes a mess
What problems is the product solving and how is that benefiting you?
It captures the medical device complaint.
The only solution I would consider
What do you like best about the product?
The amazing customization and integration options
What do you dislike about the product?
Entitlement processes are too complicated to set up
What problems is the product solving and how is that benefiting you?
It's our support engineer interface to all customer cases
Service cloud reduces cycle time to service customers
What do you like best about the product?
Service Cloud has made it possible to close cases much more quickly. With the addition of Agent Force on Service Cloud, I expect the speed and accuracy of case resolution to increase significantly, potentially by three times, and to be available around the clock.
What do you dislike about the product?
Sometimes, a significant amount of data integration is required, which often leads to more coding.
What problems is the product solving and how is that benefiting you?
Helping my users to solve cases faster
Service is greatest!
What do you like best about the product?
Service cloud is the place where you can see everything in a single pain of glass. Customer information case history, chat history, etc. Being able to use AI features to help speed up the resolution takes it to next level.
What do you dislike about the product?
There's nothing I can play right now that would make me just like this product
What problems is the product solving and how is that benefiting you?
Case deflection and self service has helped us drive down the need to add additional people.
360 degree view of customers
What do you like best about the product?
Enable a mire 360 degree view of customers and omni channel handling
What do you dislike about the product?
Occasional disconnect for chat which is frustrating
What problems is the product solving and how is that benefiting you?
Single view of custoners for front liners
I love service cloud
What do you like best about the product?
The case management and the omni channel
What do you dislike about the product?
There is nothing i dislike about the platform
What problems is the product solving and how is that benefiting you?
There is nothing that the platform does not do
Loving it!
What do you like best about the product?
The ease of following along and learning but I still have a lot to learn
What do you dislike about the product?
Still leaening how to use it but I'll get therw
What problems is the product solving and how is that benefiting you?
Helpful for our customers which for me is just the filed sales
Great solution to tackle diverse service challenges
What do you like best about the product?
The tools to tackle diverse service challenges and the opportunity to grow with it.
What do you dislike about the product?
Would be great when it would come right away with Einstein features.
What problems is the product solving and how is that benefiting you?
Working with cases coming in from multiple channels.
Salesforce Service Cloud
What do you like best about the product?
Service cloud allows my team to track client issues and generate reports that contain meaningful data that measures performance and also product information that can be shared with our Product and Engineering teams
What do you dislike about the product?
Very complicated to use at times which slows down the team. Also requires us to get IT technical resources involved to make configurations changes.
What problems is the product solving and how is that benefiting you?
Service Cloud is our system of record for my global support teams and allows us to effectively track cases. It is also connected to our sales cloud and experience cloud instances.
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