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.
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.
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.
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