Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Comprehensive Service Platform with Tons of Features
What do you like best about the product?
Salesforce Service is a very comprehensive platform that provides a wealth of features. I love the ability to create my own experience clous site for customers to interact with agents and find relevant knowledge.
What do you dislike about the product?
The platform is built on a sales platform, so some of the sharing rules and data access policies aren't as applicable for a service environment.
What problems is the product solving and how is that benefiting you?
Salesforce provides a way for our customers to self serve through knowledge search and then provide a platform for multiple teams to service different types of customers.
Great product
What do you like best about the product?
Case management and the omni channel are the best features
What do you dislike about the product?
I don't have any dis likes in the product
What problems is the product solving and how is that benefiting you?
Managing cases are the biggest challenges with one of our customer which is easily managed with salesforce. We have also implemented bot for them
Great experience with case management
What do you like best about the product?
Case management anad case routing which helped to capture different types of cases
What do you dislike about the product?
Mostly everything is good needs enhancements
What problems is the product solving and how is that benefiting you?
Capturing cases related to the products purchased
Service flexibility for employee success
What do you like best about the product?
The flexibility to create the functionality we need. At the same time, there is consistency in how things work.
What do you dislike about the product?
The GUI could be updated to be slicker. Reporting is challenging at times. Simple reporting requests are not an issue but more complex reports can be very challenging. My other complaints are really around how we implemented it.
What problems is the product solving and how is that benefiting you?
Organizing information relevant to a client's request. Tracking the timeliness of our responses. Building metrics for performance management and capacity planning.
Service Cloud - Game changer
What do you like best about the product?
Salesforce Service Cloud has been a game-changer for our customer service team! The platform offers a seamless experience, allowing us to handle customer inquiries more efficiently while delivering personalized support at scale.
What do you dislike about the product?
One downside, though, is the steep learning curve. While the platform is powerful, it can take some time for new users to get fully comfortable navigating all the features and settings. However, with some training and experience, this becomes less of a challenge.
What problems is the product solving and how is that benefiting you?
No problems
Dreamforce Case Management
What do you like best about the product?
Case Management with Omni channels is just awesome.
What do you dislike about the product?
Its extensive customization options can be overwhelming, and some find it challenging to navigate the interface efficiently.
What problems is the product solving and how is that benefiting you?
Ticket system and collaboration
Review of Salesforce Service Cloud
What do you like best about the product?
I really like the fact that within the Salesforce platform we are able to automate, follow up and send out comminucation to our customers without the need to worry about them
What do you dislike about the product?
I don't like the limitations it actually offers, like the limited number to use email-to-case daily
What problems is the product solving and how is that benefiting you?
It saves a lot of time and gets the work done in a very easy way
Service cloud leads to better customer service
What do you like best about the product?
Service Cloud helps consolidate customer information and inquiries into reports you can use to Yes deflect calls.
What do you dislike about the product?
Not everyone likes the service console view
What problems is the product solving and how is that benefiting you?
We have used it to identify products repeatedly that are out of stock and requiring expedites, and added safety stock to reduce this.
Case mgt
What do you like best about the product?
Easy to use and nice to have fir customer s
What do you dislike about the product?
More automation with application programmable interfaces
What problems is the product solving and how is that benefiting you?
Case resolution
Efficiencies gained by using one system and keeping everything in one place
What do you like best about the product?
Provides our agents and our business with a single product that enables us to focus on providing a great customer and employee experiance. Helping us blaze into the future with cutting edge technology.
What do you dislike about the product?
Cost is always an issue for us. Nothing wrong with the product.
What problems is the product solving and how is that benefiting you?
Visibility of customer data and issues.
Enabling us to be proative with Churn and Risk.
As a global organisation we are able to ensure our service is consistent and to quality for all countries.
Enabling us to be proative with Churn and Risk.
As a global organisation we are able to ensure our service is consistent and to quality for all countries.
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