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.
Great Email-to-Case Feature, but Omnichannel Is Too Complex
What do you like best about the product?
Email-to-Case is very effective and has multiple configurations to set set up as per requirements.
What do you dislike about the product?
To work with Omnichannel : the processes need to be more defined
What problems is the product solving and how is that benefiting you?
It is routing cases as per case assignment rule and we are using Milestones and entitlements effectively
Impressive 360 Client View, No Dislikes So Far
What do you like best about the product?
The 360 view of each client. It gives us a whole new set of information
What do you dislike about the product?
actually, we havent found yet anything we dislike
What problems is the product solving and how is that benefiting you?
to improve our customer satisfaction
A CRM solution to rule them all.
What do you like best about the product?
Salesforce Cloud provided a path forward for our existing CRM solution. The solution consolidated several data sources into a single member record. All of our various sale channel teams can now collaborate with Salesforce Cloud to better understand and meet our customer's needs.
What do you dislike about the product?
Migrating legacy CRM solutions can involve a learning curve, especially when custom development is required.
What problems is the product solving and how is that benefiting you?
Service cloud has made it possible for our teams to better collaborate. Rather than operating on separate applications and IT silos.
Efficient Case Management with Robust Digital Channel Support
What do you like best about the product?
I appreciate Salesforce Service Cloud's adaptability and efficiency, especially with capabilities like email to case, escalations, and entitlements. The addition of Agentforce enhances its efficiency and effectiveness for digital channels. The platform significantly improves operational efficiency, aiding in handling customer complaints and inquiries, and offers excellent integration with digital channels. I also find 'email to case' a major advantage, which has become a crucial feature for us. Moreover, its ability to improve agent focus on closing cases and enhance turnaround times adds substantial value.
What do you dislike about the product?
I find the case management process in Salesforce Service Cloud could be more efficient. Additionally, the email archiving process is something that could be improved.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to handle complaints, inquiries, and digital channels, which significantly improves operational efficiency and helps understand customer problems better.
Great for Case Management, But Lacks Customization
What do you like best about the product?
Very good case management tool that everyone can use
What do you dislike about the product?
Not very customizable. Need a lot of development work.
What problems is the product solving and how is that benefiting you?
One view for managing cases. Escalation is good
Reliable Case Management, but Setup Can Be Complicated
What do you like best about the product?
It’s incredibly reliable for managing customer cases at scale. Integration with other Salesforce products makes it easy to get a full view of the customer
What do you dislike about the product?
The setup and configuration can get complicated, especially when customizing workflows
What problems is the product solving and how is that benefiting you?
It helps centralize all customer support interactions in one place. Our team can track, prioritize, and resolve cases faster
Excellent Platform with Outstanding Field Service Features
What do you like best about the product?
This is an excellent platform that meets a wide range of service needs. The field service feature, in particular, is a real advantage.
What do you dislike about the product?
So far, I have no complaints. The cloud releases are impressively fast and feel like live footage.
What problems is the product solving and how is that benefiting you?
This product is useful for managing field service operations and handling feedback efficiently.
Great CRM and Slack Integration, Need more experience
What do you like best about the product?
The integration with our existing CRM and slack.
What do you dislike about the product?
We aren't utilizing it as much as we could be.
What problems is the product solving and how is that benefiting you?
Visibility to our cases and data
Great Case Management, but Needs More Features
What do you like best about the product?
I like everything but specially Case management.
What do you dislike about the product?
Where case management is great , there is so more we should be able to do via case which we are not.
What problems is the product solving and how is that benefiting you?
We did not need Jira or Servicedesk for our ticket management. Cases did the work for us.
Great AI and UI Improvements, But Needs Easier Configuration
What do you like best about the product?
It's getting better with ai and better ui
What do you dislike about the product?
It has be more user friendly for configuration
What problems is the product solving and how is that benefiting you?
Customer service
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