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.
Business Engagements
What do you like best about the product?
We use it for various purposes like case management, leads and events, business engagement
What do you dislike about the product?
Needing customisation to achieve some results
What problems is the product solving and how is that benefiting you?
Resolve cases and customer 360
It Works
What do you like best about the product?
It works. A lot of other CRM tools promise a lot but can't deliver.
What do you dislike about the product?
The UI/UX is not consistent. The buttons, actions and other interactions are scattered all over the console.
What problems is the product solving and how is that benefiting you?
Supporting customers with ease and with scale.
Great platform, especially if you can connect all your orgs data
What do you like best about the product?
Adaptability to any business need and the ability to continually change
What do you dislike about the product?
So many features require full data integration
What problems is the product solving and how is that benefiting you?
Understanding customer requests types, trends, need
High customer satisfaction !!!
What do you like best about the product?
Service cloud provides a 360 customer interaction view, it allows to identify issues early and automated responses
What do you dislike about the product?
Needs to learn from current cases so solutions are available to customers automatically and minimize the representative interaction. Currently Only learning from Knowledge articles
What problems is the product solving and how is that benefiting you?
Enabling customers with better and faster issue resolution and increasing ROI of platform
Incredible Service tool
What do you like best about the product?
One stop self serve experience for employees, partners and customers.
What do you dislike about the product?
Its an expensive tool.
Hard to find resources that know how to code or configure.
Hard to find resources that know how to code or configure.
What problems is the product solving and how is that benefiting you?
One stop shop for our employees who use it 24/7.
Helping service agents know what to do
What do you like best about the product?
New service agents can be onboarded faster by providing prompts on what actions to take when servicing customers. Next best action helps them with this
What do you dislike about the product?
It can easily get cluttered with data if you let it.
What problems is the product solving and how is that benefiting you?
Recording data about issues our customers face
Service cloud if one stop solution for all your customer service
What do you like best about the product?
Service cloud is so good that a customer can automate complete service lifecycle for their clients.
What do you dislike about the product?
Nothing is there to dislike about service cloud
What problems is the product solving and how is that benefiting you?
It's being used as ticketing tool for our sales users:
Omni Channel Capabilities
What do you like best about the product?
Service Cloud has been a game changer for our organization due to us collaborating and leveraging one platform to handle all our channel needs. Customization of experiences also helps us to provide better service.
What do you dislike about the product?
Service Cloud has the opportunity to enhance the email to case functionality. Perhaps Einstein Copilot will help but today state it only maps the email to a team and would be best to prepopulae information we know to help
What problems is the product solving and how is that benefiting you?
Service Cloud provides a consolidated and shared experience to support our customers. By the entire organization using it the same way helps us to better training and support
Amazing product
What do you like best about the product?
Have been in this field for over 12 years and amazing product. Easy to use and agents love it. Easy to interact and develop
What do you dislike about the product?
Service console is a bit confusing for new agents.
What problems is the product solving and how is that benefiting you?
Helping agents serve grocery store customers.
Enhanced Agent Productivity
What do you like best about the product?
The ability of Service Cloud to leverage Einstein will drive first call resolution and better outcomes for callers.
What do you dislike about the product?
The licensing model has a high up front cost and no month to month for short term projects.
What problems is the product solving and how is that benefiting you?
SF Service Cloud creates an integrated agent workspace, with AI and real time agent assist.
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