Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Home of Service
What do you like best about the product?
It is a great platform to have all your service actions and tasks in one place. I like the Omni channel approach to generate great service over all channels.
What do you dislike about the product?
Depending on the requirement the set up can become quite complex. We especially faced difficulties with notification and auto responses.
What problems is the product solving and how is that benefiting you?
Our clients get a lot of request through various channels such as Mail, phone, chat, social media. It is no problem to hold track of them all. Especially escalation rules have helped us in the past to double check and keep track of every single customer touch point.
Best Customer Success Tool
What do you like best about the product?
It enables our team to quickly and effectively help our customers with their bugs / questions / enhancements requests.
What do you dislike about the product?
Knowledge articles and cases would be more powerful if we could easily integrate with Jira.
What problems is the product solving and how is that benefiting you?
Bugs reporting and how-to question management
Very good service features for customers and representatives
What do you like best about the product?
OOTB chat feature
Einstein Bot makes it more interesting
Case management & queue management is easy to setup
Email to case is pretty easy feature
Einstein Bot makes it more interesting
Case management & queue management is easy to setup
Email to case is pretty easy feature
What do you dislike about the product?
Slowness
Chat is not intuitive per the maket standards
Chat is not intuitive per the maket standards
What problems is the product solving and how is that benefiting you?
Customer experience very big asset
It is great
What do you like best about the product?
It is a great member experience and chat feature
What do you dislike about the product?
Slow pricebooks are not great chat is not inituitive
What problems is the product solving and how is that benefiting you?
It is creating a 360 customer experience
CX centralized Support
What do you like best about the product?
The escalability of the tool and how you can personalize the user experience
What do you dislike about the product?
Coding to have some deeper apps or functions
What problems is the product solving and how is that benefiting you?
The contact relationship
Service cloud connects our customers
What do you like best about the product?
Service cloud helps handle our customers cases
What do you dislike about the product?
I wish I used it sooner and saved time and money
What problems is the product solving and how is that benefiting you?
Answering customer calls and internal questions.
You NEED Service Cloud
What do you like best about the product?
The ability to manage customer issues/questions and collaborate with other team members on cases.
What do you dislike about the product?
I would love to see Salesforce invest more in the product. New features always make it to Cases last.
What problems is the product solving and how is that benefiting you?
Allowing us to manage customer issues
Reporting on the Omni channel
What do you like best about the product?
I like the customer service as one stop shop through sales force.
What do you dislike about the product?
The reporting aspect of Omni channel, it can be improved for better customer experience.
What problems is the product solving and how is that benefiting you?
This is solving our case management and logging the case through omni channel. Providing capabilities to prioritize the case and getting better customer focus
Service cloud review
What do you like best about the product?
Creating a unified experience between multiple users and customers with tools like Omni-channel
What do you dislike about the product?
I can't think of specific examples off the top of my head
What problems is the product solving and how is that benefiting you?
It really helps us manage our incoming cases from multiple different areas of our company, and allows our teams to easily communicate with very different audiences
Salesforce Service Cloud Chat
What do you like best about the product?
It lets me serve up information to customers using the knowledge Library which gives immidate insights into all things our company offers. It is so much better than what our competitors have. service cloud also has great integration with our external chat function
What do you dislike about the product?
Sometimes it can be too confusing to find what we're looking for and what information is need to send to customers. If there was a way to include retention policy to make sure we're not sending out outdated information
What problems is the product solving and how is that benefiting you?
Chat integration allowed us to reach out to our customers in a new channel. This allows us to services our clients fast and more efficiently. It has be an absolute game changer for us.
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