Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Director of Global Rev Ops & Biz Apps
What do you like best about the product?
Flexibility of changes
Agile and Scalable
Entitlements aligned with products
Agile and Scalable
Entitlements aligned with products
What do you dislike about the product?
Live agent lag time
Omni channel setup post deployment steps
Omni channel setup post deployment steps
What problems is the product solving and how is that benefiting you?
Managing case loads
Reporting and metrics
Reporting and metrics
Core foundation for any big company
What do you like best about the product?
The core Case management system and email function is fantastic and very easily integrated with sales and cpq. The live agent and WhatsApp functions are intuitive and really help agents.
What do you dislike about the product?
Out of office emails can create issues with email function and the recommended knowledge is not very intuitive.
What problems is the product solving and how is that benefiting you?
The easy and fast handling of complaints which helps customer satisfaction and helps reduce pressure on agents.
One stop shop for seamless customer experience.
What do you like best about the product?
Omni channel capability to be available to customers wherever or whenever they need service. Ability to see full 360 view of the customer data and products/services needed.
What do you dislike about the product?
Continuous partner and internal user training on customizations and catching up with new capabilities added that needs can be replaced by existing customizations.
What problems is the product solving and how is that benefiting you?
Availability to global customers via multiple channels.
Service cloud enables us to gain important insights in service calls.
What do you like best about the product?
Benefits - easily integrates with the other sf clouds.
Easy to provide different look&feel for service agents compared to sales agents.
Easy to provide different look&feel for service agents compared to sales agents.
What do you dislike about the product?
Knowledge data category limitations. There should be more ootb
What problems is the product solving and how is that benefiting you?
Provide crucial insights in time/spare parts utilization
Solution engineer
What do you like best about the product?
The fact that it is embedded on core and omnichannel
What do you dislike about the product?
Case routing is tol basic and should have more features
What problems is the product solving and how is that benefiting you?
Self servicing via live agent on commerce
Good application
What do you like best about the product?
Automation options. Ability to change app to fit needs in-house
What do you dislike about the product?
Problems when we need to customize due to our business. Automations fail sometimes. Internal business decisions can limit success.
What problems is the product solving and how is that benefiting you?
Better reporting, integrations.
Finding my feet
What do you like best about the product?
You can create email to case this is helpful when linking customer interactions.
What do you dislike about the product?
If you don't your way around this can be very daunting and depending on your tenure in role it can be tricky to articulate what your trying to find.
What problems is the product solving and how is that benefiting you?
Enabling a single source of truth for customer all info is in the one place and this helps you to focus your time on providing great customer experience.
Sales Cloud is a one stop shop
What do you like best about the product?
Cases is a great object that allows you to see 360 degree view of a customer.
What do you dislike about the product?
Setting up chatter groups, can be confusing if you are new to the plarform
What problems is the product solving and how is that benefiting you?
The ability to have all issues in one place. Originally issues and queries lived in emails.
Service Cloud Saving Lives
What do you like best about the product?
Service Cloud is great at one-stop resolution. It's capabilities of allowing multiple users gain insights on the customer interaction is great!
What do you dislike about the product?
Duplicate record management is a little challenging
What problems is the product solving and how is that benefiting you?
Service Cloud helps our organization solve problems that our cancer patients are facing as well as assisting us in implementing our impact driven initiatives.
Good experience
What do you like best about the product?
The efficiencies improvements and tools provided to the Support department
What do you dislike about the product?
Would be great to have cases fields automatically tracked for when status was updated
What problems is the product solving and how is that benefiting you?
We're able to track our cases efficiently which has seen a great reduction in time taken to close cases
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