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.
A useful sass that has the relevant tools to improve your operation
What do you like best about the product?
The flow, assignment rules, security, and many other features helps both it and business each achieve their objectives easily
What do you dislike about the product?
The limits and lack of feature to export configuration details into excel for review
What problems is the product solving and how is that benefiting you?
Able to connect with customers via multiple channels and have a 360 view of the customer
Make CSR life easy
What do you like best about the product?
All our service reps have visibility to their team cases. So, we can provide better customer experience.
What do you dislike about the product?
We are using email-to-case. Sometimes we are having issues with emails routing and missing some important emails from the customers which is costs money to the company
What problems is the product solving and how is that benefiting you?
It's easy for our CSR's to address customer issues and collaborate internally via chatter
Cto
What do you like best about the product?
I have used it in a previous job to maintain contact with clients via email and calls.
What do you dislike about the product?
The price is a bit excessive and prohibitive in some places.
What problems is the product solving and how is that benefiting you?
Improve our customer service
Amazing service cloud
What do you like best about the product?
Usability- easy to traverse.
Robust and fast to get the full CRM
Robust and fast to get the full CRM
What do you dislike about the product?
Nothing as such
Licensing and roles creation could get little tricky
Licensing and roles creation could get little tricky
What problems is the product solving and how is that benefiting you?
Customer self service - big win for us
Salesforce make things easy
What do you like best about the product?
Heling our agent's work more efficient. With pre built AI, integrations.
What do you dislike about the product?
License structure is actually confusing.
What problems is the product solving and how is that benefiting you?
Easy on integration with other services.
Service Cloud
What do you like best about the product?
Service cloud offers a solution to collaborate on customer concerns and save all data and communication in a central location.
What do you dislike about the product?
Training Customer Service Reps can be challenging.
What problems is the product solving and how is that benefiting you?
Scheduling and customer communication
Powerful and limitless
What do you like best about the product?
The power of a single platform that can be augmented by so many apps and third- mparty integrations, make it possible to achieve success rapidly and reliably.
What do you dislike about the product?
No doubt, it's a complex system. It can be like the parable of the elephant, with everyone at the company seeing the one part they touch. Understanding it all can be daunting. I appreciate the dedication to learning and community through Trailhead.
What problems is the product solving and how is that benefiting you?
The ability to get a whole picture of our clients journey and segment to develop different use cases.
Non profit association’s best friend
What do you like best about the product?
We love the Case management system that comes with Service Cloud and Omni channel helps out customer support to provide the best customer support to our members.
What do you dislike about the product?
One thing we have challenge with is service voice. It's a new feature and we had to go to a different vendor to have our calls recorded would be nice if Salesforce had that.
What problems is the product solving and how is that benefiting you?
It helped us with tracking all the issues we get for our compliance team and now we are able to mark the team's efforts by showing analytics on how many incidents were resolved day to day basis.
Robust options
What do you like best about the product?
I love that agents have the ability to use the add feedback feature for Knowledge. It helps promote our KCS methodology practice
What do you dislike about the product?
There are so many options and components. Sometimes it's overwhelming
What problems is the product solving and how is that benefiting you?
We use it for case management and knowledge. It's nice having everything in one place.
IT analyst
What do you like best about the product?
Service Cloud gets used by our customer service team and tech support team. It helps them manage cases and deliver information to customers quicker
What do you dislike about the product?
I did not find anything that I dislike about service cloud
What problems is the product solving and how is that benefiting you?
It solves customer service aspects as well as QA and regularly compliance
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