Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent Cloud for Focusing on Customer Needs
What do you like best about the product?
Being able to route different requests (cases) to different reps based on topic/type via omnichannel routing. This feature means cases get into the hands of reps quicker so we can meet SLA and get cases resolved faster for our clients.
What do you dislike about the product?
There's a bit of a learning curve for initial set up but that's also true for any other platform. It also requires long-term maintenance and enhancements to be kept up with evolving business needs.
What problems is the product solving and how is that benefiting you?
Being able to more quickly route cases to reps who can work them in order to make sure customers have a smooth experience.
It was great!
What do you like best about the product?
That they have hoodies and it was so cold.
What do you dislike about the product?
Everything are great in Salesforce Service Cloud
What problems is the product solving and how is that benefiting you?
Being in communication
Foundation for multi site service on the road
What do you like best about the product?
Service card makes it easy to have multiple inventory locations to assist with technician van monitoring, and allows us to categorize specific assets sold companies. This makes it great for case categorization.
What do you dislike about the product?
Unfortunately, there is a large learning curve, especially to teams, not using modern solutions. Their lacks a linear path to onboard. "You can do anything" Hurts the learning curve.
What problems is the product solving and how is that benefiting you?
It's providing customer support case management, as well as tracking all of our current projects in the form of work orders. It is integral to our PMO
Makes our case management easy and traceable.
What do you like best about the product?
Allows for streamlined case management, assignment, and collaboration between teams around the globe.
What do you dislike about the product?
Support of different languages and translation is difficult.
What problems is the product solving and how is that benefiting you?
Knowledge articles make it faster for our agents to answer questions. Quick texts are helpful too.
Service for the modern world
What do you like best about the product?
SalesForce Service cloud is mature, innovative and comprehensive.
What do you dislike about the product?
It takes a lot of skills to take full advantage.
What problems is the product solving and how is that benefiting you?
Service Cloud helps serve a diverse customer base.
Very informative market trends with customer service.
What do you like best about the product?
The ability to quickly grab reports and easily streamline data across many different connected sources.
What do you dislike about the product?
Maybe In general the overall process of changing different data types
What problems is the product solving and how is that benefiting you?
In terms of collecting customer data and being able to easily see past interactions with the customer makes it extremely helpful.
Amazing presentation
What do you like best about the product?
It is user friendly and end user oriented
What do you dislike about the product?
Non applicable improve the speed of the screen
What problems is the product solving and how is that benefiting you?
Receiving claim and question from customer
Great for Improving CSAT
What do you like best about the product?
AI features allows you to streamline processes for your service team.
What do you dislike about the product?
Deployments can be time consuming and costly
What problems is the product solving and how is that benefiting you?
Customer retention
Highly recommended Service Cloud!
What do you like best about the product?
Being able to offer a tailored and personalized service resolution to our customers has been a game changer, and has had a massive impact on our NPS scores.
What do you dislike about the product?
Customization can be a little tricky at time, but thankfully there are a lot of resources out there to help with most issues.
What problems is the product solving and how is that benefiting you?
It is helping us track case history across all of our contacts, and that has helped build a knowledge base on fixes and answers for a wide variety of issues.
You can do just about anything with Salesforce
What do you like best about the product?
I love how I can manage my pipeline and get valuable business insights based on project lifecycle/timeframes. I also love how you can customize it almost endlessly.
What do you dislike about the product?
It's soooooooooo expensive to customize.
What problems is the product solving and how is that benefiting you?
We are able to keep track of tickets, including resolution times and status.
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