Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service Cloud
What do you like best about the product?
Omni channel, chat. It takes time for people to integrate multiple channels. Reporting gets easier once everyone is onboard. I havent used a lot of competitor products
What do you dislike about the product?
Complex to setup. Multi channel reporting on metrics is not possible. Since softphone etc data is handled outside of salesforce. Omni channel has its challenges and workforce management is an issue.
What problems is the product solving and how is that benefiting you?
It helps with knowing the customer better. It tracks all touchpoints from each channle to give a better view or the customer. First contact resolution has increased
Great
What do you like best about the product?
Integrations to other telephony. Specially for Genesys
What do you dislike about the product?
It can be complicated to implement. Should have a full solution
What problems is the product solving and how is that benefiting you?
Call center centralization
Lots of capabilities, keeps growing!
What do you like best about the product?
I love that you can see all the customer info in one place along side case history. Also excited to see the AI automation that's coming!
What do you dislike about the product?
It feels resource intensive to create new case types and set them up for email to case
What problems is the product solving and how is that benefiting you?
Keeping track of our cases and statuses for all customer service interactions, reducing email traffic and ensuring all agents have a single view of history
ITS AWESOME
What do you like best about the product?
Service Cloud it's amazing, it has help us also with our internal clients.
What do you dislike about the product?
I think the user interface it's kind of old
What problems is the product solving and how is that benefiting you?
Salesforce service it's helping me to improve the performance and the service we provide.
Good for the standard scenarios
What do you like best about the product?
It gives you so much out of the box to help your business get up and running. This helps you scale quickly if you business model matches up well with standard service processes. You can still customize as needed to help match your business needs but that may take some work to fit into the data model
What do you dislike about the product?
Cost. Like everything in salesforce when it's a good product it cost a good amount of money. I would ideally like to see the cost be reduced for better scalability
What problems is the product solving and how is that benefiting you?
Developing the solution from scratch. Since it's an out of the box feature it's easy to convince the business that we can scale quicker with compromises on how they do business
Great customer experience
What do you like best about the product?
Ability to connect our full customer data for our reps.
What do you dislike about the product?
Nothing! It's been great to help our customers!
What problems is the product solving and how is that benefiting you?
Allowing us to help our customers faster and more effectively.
Great for service
What do you like best about the product?
We have deployed Salesforce Field Service to be on the same platform as our CRM and sales teams which has been a great. Simplified a lot of data exchange
What do you dislike about the product?
Field Service is very complicated, and a newer addition to Salesforce. Not bad really, but can be complicated for a larger business.
What problems is the product solving and how is that benefiting you?
Single source for customer location, asset, and contact information.
Service Cloud is best
What do you like best about the product?
Case management has always been top notch.
What do you dislike about the product?
It hasn't changed much but why mess with perfection
What problems is the product solving and how is that benefiting you?
Internal and external issues are easily tracked by this process
We love Salesforce Service Cloud!
What do you like best about the product?
This is a great CRM for service work. Our teams loves the ability it provided us to be able to collaborate and track and report on information
What do you dislike about the product?
There isn't much to not like. Seriously
What problems is the product solving and how is that benefiting you?
This is the area where external and internal people can open a case and get assistance
Service cloud review
What do you like best about the product?
The service cloud helps our reps gain access to important customer information all in one place making for more efficient phone calls.
What do you dislike about the product?
The Salesforce service cloud requires a bit of customization.
What problems is the product solving and how is that benefiting you?
One place to gain important information about our customers.
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