Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Great experience
What do you like best about the product?
Customer 360 view, console view, knowledge base
What do you dislike about the product?
Process time of any step since the lighrning expirience
What problems is the product solving and how is that benefiting you?
The ability to see all the time the entier information of the customer, show articles to the reps and make teire life easy by solving cases
SERVICE CLOUD IS BEST
What do you like best about the product?
Helps us resolve complex customer issues.
What do you dislike about the product?
Everything about Service Cloud is best no dislikes
What problems is the product solving and how is that benefiting you?
Helping us solve customer issues and connecting with customer and knowledge-based.
Service Cloud journey begins
What do you like best about the product?
I like the ability to manage customers all from one platform. The ability to understand the customer and their needs to optimize their and our experience is game-changing.
What do you dislike about the product?
I dislike the learning curve. Although I may be open to learning, it does take additional training and work to get agents to adopt and learn a new system and processes.
What problems is the product solving and how is that benefiting you?
It is solving the ability to manage customers in one org. Prior, cases were handled outside of SF and data lived outside the org, so it is helpful to leverage the capabilities of service cloud under one org.
Service Cloud is a solid start
What do you like best about the product?
Service Cloud has a good integration with our IVR system.
What do you dislike about the product?
However, our agents have to go to 2 systems for every call ti complete a task. Also our chat capabilities have been difficult to integrate with our websitem
What problems is the product solving and how is that benefiting you?
Salesforce Service Cliud provides ability for us to track calls and connect them to the account records in Dalesforce so we have a historical record.
Ai is truly amazing with service cloud
What do you like best about the product?
Scalable to distinct customers.
Einstein
Case routing based on skills
Case deflection based on solutions
Service cloud experience builder components to build a help site
Einstein
Case routing based on skills
Case deflection based on solutions
Service cloud experience builder components to build a help site
What do you dislike about the product?
Get out of box routing automation based on the lload
What problems is the product solving and how is that benefiting you?
Case deflection by showing the knowledge articles albothe to customers and agents while working on a case
Ease of creating articles when common issues arise.
Einstein ai
Ease of creating articles when common issues arise.
Einstein ai
Service Cloud rocks
What do you like best about the product?
It is intuitive and has a clean interface.
What do you dislike about the product?
SF continues to listen and provide updates and enhancements based on community feedback.
What problems is the product solving and how is that benefiting you?
Ordering parts, billing, service requests, warranty information.
The data world in an oyster
What do you like best about the product?
Service cloud allows us to solve for business operation inefficiencies that make a real difference in profit. The base tooling available in CRM makes for a limitless platform for ingenuity.
What do you dislike about the product?
The initial resistance to cost, adoption, training, and maintaince can be a hurdle that takes significant time and effort to address with management and decision makers.
What problems is the product solving and how is that benefiting you?
Helps to organize our data records in a single place with the most important data fields being front and center for our users. Many business units can see their own slice of information with ease.
Service Cloud
What do you like best about the product?
Very intuitive and easy to use to support most case management scenarios
What do you dislike about the product?
I have not had any issues with Service Cloud
What problems is the product solving and how is that benefiting you?
Allows us to provide the public with a mechanism to provide tips, complaints and compliments to us.
Ease of accessibility
What do you like best about the product?
How easy it was for my organization to pick up and learn
What do you dislike about the product?
Load times are the only consistent complaint we receive
What problems is the product solving and how is that benefiting you?
Allowing us to centralize and standardize how we approach customer service
Experience Cloud
What do you like best about the product?
It is a great way to centralize partners and customers by building service It allows for both internal and external to communicate
What do you dislike about the product?
At the moment it is our current solution. More training available for experience cloud features
What problems is the product solving and how is that benefiting you?
Keep everything in one centralize locating. Ease of use for customers to view the status of what there service and applications which makes more productive and increase performance
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