Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Robust functionality with advanced routing options
What do you like best about the product?
We could customize routing logic to what we've expected. Skill based routing was able to accommodate a lot of our complex rules. Capacity settings for each team, queueing cases. Everything is really dynamic.
What do you dislike about the product?
Designing a proper support process is essential. Adding new rules increases complexity, harms performance, and delays case resolution. Do your homework and start simple, then improve on it later.
What problems is the product solving and how is that benefiting you?
Centralizing our operations in Salesforce enabled our users to get a good picture of the customers they are supporting. Comprehensive information realized in the same system.
Service Cloud User
What do you like best about the product?
One platform, easy integration, App exchange
What do you dislike about the product?
Very limited Reporting capabilities and customisation.
What problems is the product solving and how is that benefiting you?
Having all capabilities on same platform.
Helps us provide our customer with the level of support the deserve
What do you like best about the product?
The ability to log and track our all support cases in one centralised area that have been dealt with support of different levels. To then make their day to day ease by building automations, approval flows streamlines our business process.
What do you dislike about the product?
Its a expensive product and building on top and utilising additional features can add up. But it is also because of the extensive range of solutions to offers and the positive impact it has to our business that we choose to adopt more products.
What problems is the product solving and how is that benefiting you?
We are able to manage changes in circumstances for our customers with ease whilst also staying on top of the work our internal teams carry out for customers. This 360 view for both us and our customers is invaluable.
Service Cloud can handle nearly anything
What do you like best about the product?
The ability to drive transformative changes was ideal. We moved our entire organization to Service Cloud and transformed the way we handle cases. By enforcing consistent processes across the organization we have managed significant improvements.
What do you dislike about the product?
Because Salesforce is so customizable, we do have smart folks who try to make changes even at the browser plugin level which does cause some issues. We have used these folks as inspiration for making improvements but it is tough to avoid issues.
What problems is the product solving and how is that benefiting you?
Everyone is on the same platform so they can collaborate and have more consistency. We can roll out changes to everyone at the same time. We can add in more automation to everything
Awesome Customer Experience
What do you like best about the product?
All the capabilities to have a 360 view of the customer that help us to provide a wonderful customer experience
What do you dislike about the product?
UI can be improve or make it more appealing
What problems is the product solving and how is that benefiting you?
First contact resolution and we also expect to use it to integrate with our back office
Service cloud solves all our business pain points
What do you like best about the product?
Salesforce service cloud is a fantastic application to enable our support engineers to create, monitor and solve our case workload in a timely and efficient manner.
What do you dislike about the product?
Service cloud is solving all our concerns. No dislikes at this stage!
What problems is the product solving and how is that benefiting you?
We had no way to acknowledge our customer issues and relay solutions in one platform.
Great!
What do you like best about the product?
Skills-based routing and the flexibility we have with it.
What do you dislike about the product?
Limitations to number of routings for Omni channel
What problems is the product solving and how is that benefiting you?
Unifying processes to a single platform
We using as a single source for end to end service
What do you like best about the product?
Service cloud we are using for all end to end service especially with entitlements setup Omni setup . And customer loved the community portal login and the user experience is impressed by them .
What do you dislike about the product?
Not specially but some integatiins makes us so difficult to integrate . When we integrated between Jira and service cloud with servic rocket managed package some of the features are not behaving as expected. It should be compatible in both ways .
What problems is the product solving and how is that benefiting you?
As mentioned end to end service happening in single app. From creation of case with entitlement checks, community portal, BOT, live chat , mobile app.
Control freaks and process lovers’ dream
What do you like best about the product?
I love that for every work task you can be upfront about the information you need and enforce that it is provided. I love that you can track everything that happens to a ticket, who's involved and the current state. By making this visible to our stakeholders, it eliminates a lot of communication and status meetings. I think having omni channel distribution elevates the efficiency and responsiveness of teams on service cloud, don't sleep on it!
What do you dislike about the product?
I dislike that if you want a channel that isn't covered out of the box it's so difficult to use your own connectors. Also, it's extremely hard to bring your own bot to the party.
What problems is the product solving and how is that benefiting you?
For the first time in the history of the company, we can see all of the work our agents are receiving. Before a lot of work wasn't tracked and that made forecasting challenging and made finding opportunities to optimise, nearly impossible
Salesforce Team Lead
What do you like best about the product?
Simplicity and success implementation. Compatibility with the third party application.
What do you dislike about the product?
Whatsapp integration sometimes is really slow
What problems is the product solving and how is that benefiting you?
Case Management
Work Assigments
Knowledge
Work Assigments
Knowledge
showing 3,801 - 3,810