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.
Customer view at a glance
What do you like best about the product?
I love that I can view all the details of my customer and their experience. Easy to use. Well supported
What do you dislike about the product?
I'm not sure I've found anything that I dislike.
What problems is the product solving and how is that benefiting you?
Salesforce allows my agents a snapshot view of our customers in one location rather than maneuvering multiple systems to locate key details. This has reduced handle time and helped us to be more efficient in our processes.
Service is King
What do you like best about the product?
I really like entitlement and the new incident management
What do you dislike about the product?
I don't dislike anything with the product
What problems is the product solving and how is that benefiting you?
One stop for the users to contact and same time connecting 360
Makes life of Service Agents easier
What do you like best about the product?
Routing of cases to the right people,
Easy to adjust, e.g. New lightning Page Layout.
Integration with Chat, Phone System etc.
Easy to adjust, e.g. New lightning Page Layout.
Integration with Chat, Phone System etc.
What do you dislike about the product?
I don't see any downsides when using Service Cloud
What problems is the product solving and how is that benefiting you?
Answer customer requests about our software products no matter if they contact us via phone, mail or other channels
Service Cloud makes customers feel cared
What do you like best about the product?
Email to case, because for almost everyone is very simple to write down and send an email. In contrast with web to case, email let clients to express exactly how the fill
What do you dislike about the product?
Console is not so friendly as standard, it has to be customized in order to get relevant information at a glance, anyway, it let you get the whole picture about clients requirements
What problems is the product solving and how is that benefiting you?
Centralize clients inquiries and let us track case resolution length, so we can improe our processes in order to increase customer satisfaction. It also helped our agents to organize better
Streamlined and efficient
What do you like best about the product?
It allows for our services team to be efficient and successful. It is easy to manage processes and we are able to integrate with other tools when required
What do you dislike about the product?
configuration and customization required to meet business needs
What problems is the product solving and how is that benefiting you?
Case management, meeting SLAs, high NPI score. Very efficient and easy to track case history and agent workloads using mini channel
Service cloud review
What do you like best about the product?
Ability to be demonstrate accountability and transparency within servicing actions
What do you dislike about the product?
The solution is working well for us and no issues at this time
What problems is the product solving and how is that benefiting you?
Creating Connectivity between end users and service org
Great User Experience and Reporting
What do you like best about the product?
Works well for our nonprofit organization where we can easily track our donors and then track everything via reporting.
What do you dislike about the product?
I haven't experienced any down sides to using this far.
What problems is the product solving and how is that benefiting you?
The reporting and dashboards has been a game changer for our organization, particularly related to our board meetings
Service lighting Console
What do you like best about the product?
Lightning features gives you customer profiles, history, and cases. Amazing dashboards and customizable reports!
What do you dislike about the product?
Looking forward to future add in features.
What problems is the product solving and how is that benefiting you?
Team of problem solving experts to assist when needed.
Time gift
What do you like best about the product?
The possibility of tracking hundreds of customer requirements and guaranteeing the best service has no price. It save me a lot of time
What do you dislike about the product?
It's not easy to get all the service statistics that I want. It would be very worth it if it had dynamic dashboards included
What problems is the product solving and how is that benefiting you?
We receive hundreds of requirements from our clients. Service helps us to assign the best resource and track all the requirements and interactions.
New user, 2 weeks since go-live
What do you like best about the product?
The amount of information that can be accessed in one location is incredible. The potential integrations and reporting capabilities are something to look forward to. We just launched and some of this isn't ready or available to us yet.
What do you dislike about the product?
The migration from zendesk to SF took 10 working days, far too long for our team to function with missing cases. The cases also migrated missing information. This is more an issue with our team and our migrating plan, but it should be easier for a team to do the migration without listing so much data for so long. Everything in SF is so complex also. To close a case takes like 8 clicks, in zendesk it was one click. To start a case currently takes 27 seconds, zendesk took 13 seconds. Our process time is way higher then before.
What problems is the product solving and how is that benefiting you?
SF is supposed to integrate 5 systems we currently use. So the future of SF for us is to cut out the additional programs needed for daily customer contact. Our current performance productivity is worse, but future state is what we are looking forward to
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