Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Best Salesforce Product
What do you like best about the product?
I especially like the Knowledge Cloud and the possibilities coming along with
What do you dislike about the product?
I have nothing to mention here. The only thing would be the limitations with regards to a multi tenant knowledge setup
What problems is the product solving and how is that benefiting you?
Assisted care, selfcare.
Service Cloud
What do you like best about the product?
I like how customizable the agent experience can be and how we can automate processes using Flows to help agents resolve cases faster.
What do you dislike about the product?
Case assignment rules don't allow for all of the automation we would like to occur on creation, so we have opted to use Flows instead in many cases.
What problems is the product solving and how is that benefiting you?
It helps our customers get to the correct group to assist them faster.
Better Service with Service Cloud
What do you like best about the product?
Salesforce Service Cloud helps our agents service our clients better by enabling our customers to log reguest from a multitude of channels
What do you dislike about the product?
Standard email to case has not really worked for our business as we had to build our own custom email handler to ensure replies to old cases get created as a brand new case
What problems is the product solving and how is that benefiting you?
Moving from the old ways of doing emails via mailboxes
What service cloud can do for you
What do you like best about the product?
Service cloud offers the best way to manage and effectively guide efficiency within a service team for all centers or general service teams. Automation and excellent ai options to get the best results.
What do you dislike about the product?
Some of the new features are a bit difficult to implement without product experts, it can be better with more generally available documentation and trailhead modules
What problems is the product solving and how is that benefiting you?
Solves inefficiencies, better customer service and analytics
Review
What do you like best about the product?
easy to use
easy to check, manage cases
Have report
easy to check, manage cases
Have report
What do you dislike about the product?
The report function is very limited
It doesn't support text formulas
It doesn't support text formulas
What problems is the product solving and how is that benefiting you?
Case management for our company
Amazing functionality with Innovation every release World leader in service management
What do you like best about the product?
Easy to learn with a lot of room to grow as your needs expand
What do you dislike about the product?
Not applicable there are none. It's a great product with very few limitations
What problems is the product solving and how is that benefiting you?
Bringing order to my company's internal and external sales processes
Best product ever
What do you like best about the product?
Help with case management efficiently. Omni channel ecosystem is the best platform to connect with multiple chat eco system and getting your customer services in one place
What do you dislike about the product?
Heavy customization should be avoided. It's more seamless and easy to use when it's used out of the box functionality.
What problems is the product solving and how is that benefiting you?
Internal HR queries.
Solution Engineer
What do you like best about the product?
The configurability of the solution and flexibility in administering.
What do you dislike about the product?
The limitations of platform that do not allow the organization to scale.
What problems is the product solving and how is that benefiting you?
It is helping our organization manage large inflows of service cases and help with lowering wait times
Great product!
What do you like best about the product?
It has all the features you need out of the box to run a great customer service team quickly andeasily. Service Cloud voice is especially easy to setup even with limited knowledge on CTI
What do you dislike about the product?
There's always some limitations you need to find workaround to do specific things the client want. Good thing is Salesforce brings some of those on every major releases
What problems is the product solving and how is that benefiting you?
Allows to track all of our customer's request in efficient way and also integrates well woth our phone system. Email to case and web to case really easy to setup and this was easy to bring all of our support agents from different aquired company to use the same system without losing much of the functionality the had without salesforce
Perfect solution for scalable Service Orchestration
What do you like best about the product?
Most helpful are capabilities like Case Management, the Knowledge Base, Automation and Workflow support on a very high level. The full Salesforce Integration is a great asset to be very efficient.
What do you dislike about the product?
Nothing at all. The solution is very scalable and can support us from the initial starting point towards a large scale rollout. Not to change the environment is key.
What problems is the product solving and how is that benefiting you?
The solution solves the management and organisation of our multiple service teams which are very distributed. Furthermore it is solving Service partner integration.
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