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.
Serve your customers with ServiceCloud
What do you like best about the product?
Omni-Channel Routing - Distributes cases and chats to the right agent based on their skills and availability.
What do you dislike about the product?
High storage costs for orgs with person accounts enabled.
What problems is the product solving and how is that benefiting you?
With the help of Service Cloud, our agents are able to satisfy our customers and encourage them to return to the store.
Direct integration with your salesforce data is hard to beat
What do you like best about the product?
Being able to view your customer's social, direct communications and order history while in a call.
What do you dislike about the product?
Licensing for various types of staff can be confusing
What problems is the product solving and how is that benefiting you?
We are just getting started. It will replace our current member support site, Zendesk and our internal support desk as well. Getting all our data in one place is why we are migrating.
Great way to set up omni channel contact centre
What do you like best about the product?
Omnichannel and Einstein bots with Service Einstein
What do you dislike about the product?
Harder to integrate with other CTI like Amazon Connect and Twilo
What problems is the product solving and how is that benefiting you?
Contact Center agent makes more productive and increases customer satisfaction
Streamlined customer service.
What do you like best about the product?
The ability to track case resolution and to associate contacts with case histories. Collaborating internally on a case is easy both in and across departments.
What do you dislike about the product?
Case ownership by teams rather than individuals or ques is possible with case teams, but it took us a while to set it up. The learning curve is, likely, on us.
What problems is the product solving and how is that benefiting you?
It allows us to track what support teams are working on to recognize patterns and issues within our UX.
Finally able to give a total view in Salesforce
What do you like best about the product?
I like the ability to see all of our customers cases and opportunities in one place. The Einstein recommendations of Knowldege articles based off of case description has helped many of our customers help themselves.
What do you dislike about the product?
The milestone counter showing for our support techs. We also need to add automation to remind customers of cases in need of a response from them.
What problems is the product solving and how is that benefiting you?
Let's us give visibility on support usage to our CSM team to help leverage on renewals.
Ease of access
What do you like best about the product?
Simplicity and intuitive. Streamline activities
What do you dislike about the product?
Expensive so difficult to justify rolling out globally
What problems is the product solving and how is that benefiting you?
Standardized processes
Great outside in demos
What do you like best about the product?
Cross industry gives us a good r&d pipeline vs industry specific solutions
What do you dislike about the product?
Implementation requires heavy salesforce skill set which is hard to build internally
What problems is the product solving and how is that benefiting you?
Great service excellence with minimal variation and high floor.
Promoting next best actions
Promoting next best actions
Optimise services based on the best experiences
What do you like best about the product?
It allows service agents to be super productive and context aware
What do you dislike about the product?
The license cost could be more rationalised
What problems is the product solving and how is that benefiting you?
Personalised customer experiences
Best Service management product
What do you like best about the product?
So easy to manage services through this platform.
What do you dislike about the product?
Nothing to dislike, our customers love it.
What problems is the product solving and how is that benefiting you?
Helps to manage customer complaints seemlessly
Seamless and user friendly
What do you like best about the product?
Liked how seamless and intuitive it is. And how it integrates everything together.
What do you dislike about the product?
Can't think of anything at the moment, but thanks!
What problems is the product solving and how is that benefiting you?
Seamless integration and assistance of AI
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