Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Absolutely Amazing
What do you like best about the product?
Knowledge base and omni channel to support cases
What do you dislike about the product?
Configuration that we have do a lot to setup a process
What problems is the product solving and how is that benefiting you?
Getting all the accounts information for my each cases to generate the real time cases
Esay to configure
What do you like best about the product?
It is easy to configure with out code and I like that
What do you dislike about the product?
Some times there are to many options when you ned to give permissions you can do that in so many places
What problems is the product solving and how is that benefiting you?
It help our farmers to see all there milk data, and we have the overview of the farmers contracts etc
Solution and Follow-up on time for all our clients
What do you like best about the product?
Its omnichannel, flexibility and ease of use.
The ability to see everything that happens with the client at a glance of their contact form, which we can integrate several support desks into a single tool, which gives us the opportunity for a case to progress along the path of solution and all We can see the progress as well as communicate quickly if something gets stuck.
Complementing it with the ability to generate automation flows that allow us to send the response to the client as soon as the status of the case is resolved without forgetting that we can ask for feedback about the service through NPS or CSAT surveys, not only internal but also external to the company. platform.
The ability to see everything that happens with the client at a glance of their contact form, which we can integrate several support desks into a single tool, which gives us the opportunity for a case to progress along the path of solution and all We can see the progress as well as communicate quickly if something gets stuck.
Complementing it with the ability to generate automation flows that allow us to send the response to the client as soon as the status of the case is resolved without forgetting that we can ask for feedback about the service through NPS or CSAT surveys, not only internal but also external to the company. platform.
What do you dislike about the product?
The difficulty that I have found in creating response time or life cycle reports, since there is no template for this type of report that calculates the times, it is necessary to generate specific calculations that are sometimes not so easy to adjust so that the data be as specific as I need
What problems is the product solving and how is that benefiting you?
Avoid disorganization, avoid having dispersed data, avoid having different tools for a solution, reduce response times towards the end client who uses our services
Transitioning from Zendesk
What do you like best about the product?
What's most helpful is now having the ability to work the Service Request and Maintenance process directly within the platform that houses all of the data.
What do you dislike about the product?
I wouldn't call it a dislike, but it is tasking designing and implementing the SC from scratch.
What problems is the product solving and how is that benefiting you?
We will be using SC for our entire Incident/Service Request process, so it solves all the surrounding issues, including tracking, communication, reporting, escalation, etc.
Best way to tackle customers issue
What do you like best about the product?
Case, especially email to case and web to case so that we can support multi channel
What do you dislike about the product?
I would like to have more data suport to create report with case team
What problems is the product solving and how is that benefiting you?
Knowledge help us to manage clients issue and keep tracking versions
Useful app
What do you like best about the product?
Service Cloud is extremely useful for users who use chat or messaging. It's convenient because it allows users to resolve customer issues directly within Salesforce without having to search for the information separately.
What do you dislike about the product?
The Omni-Channel setup feels complex and difficult.
What problems is the product solving and how is that benefiting you?
It's great that I can manage chats and case creation all in one place within Salesforce, without having to handle chats separately. This way, I can easily see how much I've done and how much work is left.
Service cloud
What do you like best about the product?
I like Omni channel experience and email to case functionality
What do you dislike about the product?
I like everything in service cloud. All functionalities are good
What problems is the product solving and how is that benefiting you?
Enabling solving my customer problems in order
Director Support Services and QA
What do you like best about the product?
The ability to align service delivery in a seemless experience for end users. The ability to continually build efficiencies for agents.
What do you dislike about the product?
Although low code, no code, it still takes time to provide solutions. The awareness is that at the executive level.
What problems is the product solving and how is that benefiting you?
Centralizing support from various manual processes.
Love service cloud
What do you like best about the product?
It helps us connect with customers and their needs in our source of truth.
What do you dislike about the product?
You need to know what you are configuring but it is easy to pick up.
What problems is the product solving and how is that benefiting you?
Case and ticket management
Running back and front end with service cloud
What do you like best about the product?
Simple to use for configuration and developers alike. Pretty intuitive for our back end agents and a nice display in the front end.
What do you dislike about the product?
Sometimes to much code to customize to our specific needs
What problems is the product solving and how is that benefiting you?
It is helping a complex global organization to align in ways of working through specific flows that help align our ways of working.
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