Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Cases for the win!
What do you like best about the product?
Email-to-Case makes service team more productive than simply using outlook
What do you dislike about the product?
Cases are perfectly set up for a call center type of implementation but needed a bit of customization in our business model where emails need to be tied to an account, and account owner, but the email sender is a contact of another company (a broker/partner that we work with on multiple client accounts)
What problems is the product solving and how is that benefiting you?
Cases give our service team and service manager insight into unresolved issues, provide SLA insights and we've incorporated a "Time to first response" field since a large number of our cases are not able to be closed in a single interaction, but we need to ensure that we initiate contact quickly.
Salesforce Solutions Managed
What do you like best about the product?
Service cloud has great features to make calls with CTI integrations, send communications like emails/ faxes and log incident tickets
What do you dislike about the product?
Integrations to data lake, push and pull data. Not much from out of the box reporting
What problems is the product solving and how is that benefiting you?
Managing contact center. Agents reach out to prescribers patients etc
Tech review
What do you like best about the product?
Chat bots enablement is awesome feature. Case management and entitlement process is a best feature to track SLA
What do you dislike about the product?
Communities and api integrations for other communication platforms could be improved
What problems is the product solving and how is that benefiting you?
SLA management and case management
Digital Product Manager
What do you like best about the product?
Flexibility of the tool by industry, subject and company desire of results.
What do you dislike about the product?
More examples & template recommendations by industry
What problems is the product solving and how is that benefiting you?
One stop shop for customers & employees
25+ year experience in Service Centers development
What do you like best about the product?
All-in-one solution for Service centers from self-service to personal service with reporting cababilities. Ability to build seamless processes across Customer-facing employees: Service, sales, marketing, etc. And soon obviously good AI and automaation tools :)
What do you dislike about the product?
Expensive pricing even it comes to occasional (case management) users such as back-Office users, etc. Please introduce New "light user" licensing model. Active users license model is currently Ok, but A bit expensive compared to MS Dynamics.
What problems is the product solving and how is that benefiting you?
Combine disconnected Service channels into ole. Service process engine including self-Service and automation. Cooperation with sales, marketing, etc. As end-result internal efficiency and employee satisfaction increases that reflects positively to Customer satisfaction.
Service cloud for scale
What do you like best about the product?
Easily manage slas with entitlements and milestones. The addition of dynamic forms recently is also a game changer in managing dependency in data collection by case types
What do you dislike about the product?
Complexity of setting up Omni channel sources for cases versus some of the other providers, especially WhatsApp and the need for digital engagement. We have had inconsistent results from what's app bots
What problems is the product solving and how is that benefiting you?
Providing consistent support and responses to customers. Enabling self service and case deflection, allowing cases to enter via multiple channels and respond the same
Service Cloud is getting better
What do you like best about the product?
The customer 360 view and Omni Channel. I love that everything can be done at one spot
What do you dislike about the product?
The additional cost for sales could users and expensive than the competitors
What problems is the product solving and how is that benefiting you?
Not being used in the current organization
Service Cloud makes servicing clients easier
What do you like best about the product?
The best thing about Service Cloud is that once it's setup, it becomes a powerful force in equipping service agents to assist with support queries quickly and effectively.
What do you dislike about the product?
Strong technical knowledge is required to setup the full suite of Service Cloud products and integrations. An improvement could be to make this more of an automation style building process.
What problems is the product solving and how is that benefiting you?
Case management and skills based routing are highly valuable aspects of business improvement that have increased customer satisfaction. Service agents are also more confident when tackling cases as they know they have the support of the Service Cloud behind them.
Service Cloud Review
What do you like best about the product?
I love the dashboards! I appreciate I can see where I line up against my peers
What do you dislike about the product?
Nothing much to report. My company wishes to see more
Time saving opportunities.
Time saving opportunities.
What problems is the product solving and how is that benefiting you?
It allows for easy access to all of my client information. Any customer success representative is equipped with the tools they need to help our clients succeed.
Service Cloud is awesome
What do you like best about the product?
Ability to create and maintain our CRM experience with customaiztion and productivity add ins that are plug and play
What do you dislike about the product?
Nothing at this time. We have a heavily customized org so most of our issues are self inflicted
What problems is the product solving and how is that benefiting you?
Ability to connect with our customers effectively and efficiently in a timely manner
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