Agentforce Service
Salesforce, Inc.External reviews
7,020 reviews
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External reviews are not included in the AWS star rating for the product.
The go-to service platform
What do you like best about the product?
Endless possibilites to automate agents' tasks and customie service console
What do you dislike about the product?
More built in time tracking solutions would be nice
What problems is the product solving and how is that benefiting you?
Making every day tasks for agents easier
Great product, best for telco
What do you like best about the product?
Flexibility,
Integration with instant messaging channels
Integration with instant messaging channels
What do you dislike about the product?
Cost, on top of other sfdc products.
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What problems is the product solving and how is that benefiting you?
Outbound campaigns
Service cloud
What do you like best about the product?
Salesforce Service Cloud streamlines customer support with efficient case management, offering a consolidate customer data across multiple devices and channels. What I like the most is it's automation tools handle routine tasks, reducing workload, while seamless integration with other platforms ensures smooth data flow. I also like the platform is highly customizable, allowing businesses to tailor it to their needs, and its robust analytics provide real-time insights for improving service delivery
What do you dislike about the product?
I think that, maight dislike the steep learning curve, especially for new users, and the cost of implementation and ongoing customization can also be a downside for smaller businesses
What problems is the product solving and how is that benefiting you?
Streamline customer support and interactions with parents and students. It help to organiza all student data, speed up response time and 360 degree view to see the student journey from pre-admissions to graduation.
Perfect software for customer service
What do you like best about the product?
One of the best things is that is easy to use and it has all you need to enhanced your customer services.
What do you dislike about the product?
The learning curve es high and the implementation can take months to be ready
What problems is the product solving and how is that benefiting you?
Customer management and tickets
Service cloud review
What do you like best about the product?
Powerful tool that helps bring together customer service and engagement processes into a seemless process
What do you dislike about the product?
Nothing. It's a fantastic product and highly recommend
What problems is the product solving and how is that benefiting you?
Helping automate and standardise our customer service process
Good product
What do you like best about the product?
Case creation automation and self-service capabilities.
What do you dislike about the product?
A lot of fields for manual case creation
What problems is the product solving and how is that benefiting you?
Service cloud is helping us manage cases and elevations cleanly and collaboratively.
Service cloud has vastly improved our support processes
What do you like best about the product?
The seamless ability to manage case volume and ensure cases are handled by the correct reps is our favorite feature.
What do you dislike about the product?
Load times could be improved. Am anxious to see how agents affect the service cloud experience too.
What problems is the product solving and how is that benefiting you?
Case handling, volume and closure are our best use cases.
Easy to use
What do you like best about the product?
It's easy to configure and use. It's helpful to have a starting point with status and such but it's also incredibly easy to customize it to your businesses needs.
What do you dislike about the product?
It's difficult for our users to merge cases so our case numbers are often inflated.
What problems is the product solving and how is that benefiting you?
Encouraging self service for our clients
Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud helps me to manage all 3 of my Customer Support Teams. Using the Kanban view, I can see the status of open cases for all 3 teams and can provide feedback to assist agents with managing and closing cases quickly.
What do you dislike about the product?
Managing cases takes a lot of clicks, even with dependencies in place. Admittedly, this may be minimized by the use of AI.
What problems is the product solving and how is that benefiting you?
I manage 3 support teams: Customer Experience, Technical Support, and Order Management. Salesforce helps me to assist all 3 teams with managing cases, run reports, and keep executives updated on case management. I also manage Leads, Campaigns, and a Partner Program. Service Cloud helps me to connect support cases and customer orders to partner and end-user accounts. And helps me to make this information available to my Field Sales and Engineer Teams which creates a full 360 support via phone, email, chat, and in-person.
Service colleagues send in good leads
What do you like best about the product?
Easy to use and upload leads by the colleagues out in the field.
What do you dislike about the product?
Not a full user so the available functionailites are good for me.
What problems is the product solving and how is that benefiting you?
Bringing in more data on customer satisfaction
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