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.
Great product that has helped our organization
What do you like best about the product?
Ease of use and robust features. It makes launching new areas of service very easy. The support structure is also great with access to tons of free resources and my TAM
What do you dislike about the product?
Nothing so far. It has really helped my organization move forward from the outdated technology we used to use. Most of the issues we have run into have been on others partners support.
What problems is the product solving and how is that benefiting you?
It is offering a more modern platform and feature set that enables our agents to work more efficiently, automate low effort tasks and improve the customer experience.
Amazing product
What do you like best about the product?
All information is provided at one place
What do you dislike about the product?
Live chat audio notification is too short and is often missed and is not configurable
What problems is the product solving and how is that benefiting you?
Customer case management and knowledge creation
Case handling
Case handling
Business Analyst
What do you like best about the product?
Central place for consolidated communication
What do you dislike about the product?
Implementation by 3rd party is not always reliable
What problems is the product solving and how is that benefiting you?
Streamline communication for case management - efficiency and building knowledge base for future use.
SF Coordinator (Administrator) for Transportation Company Ryder Last Mile
What do you like best about the product?
Being able to properly track response times and give our customers the best service we can provide.
What do you dislike about the product?
Limited by what I'm allowed to do within the platform. I would love to really simplify our day-to-day work but sometimes are limited by what's available to us.
What problems is the product solving and how is that benefiting you?
Service Cloud is solving our communication time between the start of a request to the end of the request giving us the ability to provide proper customer service in a timely manner.
Easy to use and add functionality
What do you like best about the product?
Ease of use. It's easy for the team to learn how to use the tool and easy for the tech team to make changes. We have just started using service cloud voice which is embedded and it's very easy as well.
What do you dislike about the product?
Some features could use an update like reporting. I don't want to have to buy an added license to get the basic fields and objects into a report. I spend way to much time in trial and error with reporting.
What problems is the product solving and how is that benefiting you?
It is helping us solve the challenge of free text emails with missing information. We are using community to standardize requests and route them to the right agent
Service in Action
What do you like best about the product?
Salesforce Service Cloud allows my staff to focus on the heart of our company: the customers. Using automation and AI technology allows us to create a human touch with efficient customer service.
What do you dislike about the product?
I don't have any fidlkijes to date. Our company enjoys learning more about available features.
What problems is the product solving and how is that benefiting you?
This allows our customers to have access to professional support and equips them with the knowledge to help themselves.
Great product, love the out of box workflows
What do you like best about the product?
Integrated platform. The fact that it integrated with other workflows
What do you dislike about the product?
None. We love salesforce platform. Like the way everything is integrated
What problems is the product solving and how is that benefiting you?
Internal ticket managemeny
Case management for tracking documentation
What do you like best about the product?
Cases management is in a central place. Easy to find and share records with peers
What do you dislike about the product?
Dealing with objects I don't need to use
What problems is the product solving and how is that benefiting you?
It is optimizing the way we can get information to the right people to solve the issue at hand
Difficult transition but promising future
What do you like best about the product?
The best thing about Salesforce Service Cloud for our team is the volume of incredibley clear data. We have unlocked data that we haven't had access to before and that is so vital for implementing process improvements for our team.
What do you dislike about the product?
So far, the visual appearance of the program hasn't been impressive.
What problems is the product solving and how is that benefiting you?
Our biggest problem has been a lack of comprehensive data coming from Zendesk, but now we have so much data and a lot of dashboards that provide vital information that is required to implement process improvements. Without data our engineering team won't buy in and help engineer solutions.
Service Cloud essential for contact centers
What do you like best about the product?
I love the flexibility and the powerful reporting out of the box.
What do you dislike about the product?
As just a user, you are dependent on a an administrator which could be frustrating if IT resources are thin.
What problems is the product solving and how is that benefiting you?
Allowing us to capture valuable customer feedback that has led to product improvements.
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