Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Powerful platform!
What do you like best about the product?
Ability to configure the platform to meet our needs.
What do you dislike about the product?
Could use some more out of the box reports.
What problems is the product solving and how is that benefiting you?
Tracking cases and communication with customers.
Easy integration that keeps everything together
What do you like best about the product?
Service Cloud keeps the process of transferring information together effectively.
What do you dislike about the product?
I don't have any real dislikes about Service Cloud.
What problems is the product solving and how is that benefiting you?
Bringing all channels for customers together in one place
Visual Remote Assistant
What do you like best about the product?
Being able to use Visual tools to assist customers is vital to success.
What do you dislike about the product?
It is expensive and requires high user adoption which takes time
What problems is the product solving and how is that benefiting you?
Saving truck rolls and overall case handling time is saving us money and creating happier customers.
Chat bot
What do you like best about the product?
Case management milestones and chat bot amazing features and easy implementation
What do you dislike about the product?
Email to case challenges on high demand level of emails
What problems is the product solving and how is that benefiting you?
Easy slas in implementation and tracking, next actions
Great for help our agents
What do you like best about the product?
Its easy to connect with our data base, and help our agent team, front desk team and back team to get the right answer for our customers.
What do you dislike about the product?
For now only the cost. Its expansive for us in latin america
What problems is the product solving and how is that benefiting you?
Be able to answer our clients fast, personalize experiences.
Ease of customization
What do you like best about the product?
Easy to tailor to the business situation. Customization!
What do you dislike about the product?
The Location and address object have strange architecture with a circular loop.
What problems is the product solving and how is that benefiting you?
Repair management
Seamless customer support
What do you like best about the product?
A centralized solution which enables attending your customer demands during the post selling activities, covering all channels and needs and increasing presence
What do you dislike about the product?
Limited front end interface for callcenter users which leads to developing custon interfaces, and also the steep learning curve required to understand all the comprehensive fratures
What problems is the product solving and how is that benefiting you?
Covering all service channels with deep features and great connexion between other clouds like sales and marketing. Ability to configure different service treams with omnichannel
My journey from Mainframe Developer to Salesforce Service cloud is super excited and interesting.
What do you like best about the product?
Anyone can learn and start working on it. Easy to use and helps our customer's job easy.
What do you dislike about the product?
It is not easy as Sales Cloud to comparately difficult for customization.
What problems is the product solving and how is that benefiting you?
During product maintainace phase, it is easy to work on customer inqueries, complains, feedback, improvement. It help us to improve the customer satisfaction which indierctly help us increase our productivity.
Salesforce integration on track
What do you like best about the product?
We have been working with Salesforce to integrate and support the knowledge of Customers and meet the where they are. Our Reps have benefitted from having so much information in one spot and being able to see why they potentially are contacting us and start the call/email/chat on a more personal note.
What do you dislike about the product?
Keeping compliant with contractual needs can be a challenge. Union negotiations only occur every 4 years, so it can take awhile to vote for changes that impact their responsibilities. It has also taken a long time to develop and it still is not what we were sold. Our end users saw the potential in user training, but haven't seen it in production.
What problems is the product solving and how is that benefiting you?
We were able to create a chat portal to open a new channel for supporting customers. We have it limited to just our enrolled members and it's very popular. We are looking for ways now to expand chat opportunities while adhering to PCI compliance.
Ease of use bringing better customer experience
What do you like best about the product?
The service console where you have all grouped to solve cases
What do you dislike about the product?
Connecting to the different channels to create a truly Omni-channel experience can be complicated
What problems is the product solving and how is that benefiting you?
Case creation and follow up, case escalation with alerts you can easily escalate casss to the proper levels on the organization
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