Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Fast, intuitive and loved by Customer Service
What do you like best about the product?
I'm primarily impressed by the Customer Service team's embrace of the system. They find it intuitive and have no significant complaints. I observed it's fast compared to other tools. And it seems to integrate well with our other tools.
What do you dislike about the product?
So far I have no negative feedback. We have only begun adopting the system. More integration will be happening in The Q1 - let's see what that brings.
What problems is the product solving and how is that benefiting you?
Has reduced the number of tools that must be toggled between. Faster and much more modern than the previous tool. It's also demonstrating SF capabilities inside Henkel.
Manager Salesforce Ecosystem
What do you like best about the product?
Service Cloud is the center of customer care. Intuitive to setup and maintain as an Admin, flexible to customize and allows us to provide the best experience to our customers.
What do you dislike about the product?
The chat functionality is a bit behind the times but I know this is constantly evolving.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to provide white glove service to our customers and makes it easy to connect with them. Having live chat connected in and Omni channel implanted increases agent productivity.
Great integration
What do you like best about the product?
We have the ability to make our agents more efficient
What do you dislike about the product?
So much AI, it is hard to know where to begin
What problems is the product solving and how is that benefiting you?
Automating agent tasks
Great product
What do you like best about the product?
Omni channel flows and console applications
What do you dislike about the product?
None. Lot of great features and user friendly
What problems is the product solving and how is that benefiting you?
Reducing AHT
Service cloud is awesome
What do you like best about the product?
Our customer and field service agents can see and organise their work schedule with ease
What do you dislike about the product?
Nothing, it's great. It does everything we need
What problems is the product solving and how is that benefiting you?
Bringing our customer problems to the right agent at the right time.
Provides a end to end understanding of your customer with functional integrations.
What do you like best about the product?
I am learning that instead of changing the fundamental code - instead look for configurations and opportunities to adjust at the business level.
What do you dislike about the product?
There are limits and prices that don't necessarily adjust to the business case.
What problems is the product solving and how is that benefiting you?
Implemented Lightning which there has been a high increase in performance and navigation thus enabling efficiency. Excited for lightning flows to help us further.
Good Product
What do you like best about the product?
Sercvice Cloud is a good platform helps our customers to connect us and access to various resources.
What do you dislike about the product?
It does requires some learning time to get completely on board.
What problems is the product solving and how is that benefiting you?
Quick access to articles and resources we provide to customers
Service Cloud is a Must Have!
What do you like best about the product?
Service cloud has given us a single source of truth for our client base, allowed us to make smart business decisions using reporting and analytics and allowed us to increase efficiencies.
What do you dislike about the product?
I haven't really found anything that Service Cloud can't do to help support and improve our business.
What problems is the product solving and how is that benefiting you?
Prior to using Salesforce, we serviced requests through phone or email only. Emails were handled out of a shared Outlook inbox that agents could pick and choose from at their leisure. There was no tracking, no data, no metrics... it was a mess!
We've been able to move off of excel spreadsheets and shared inboxes to a solution that saves time and money and allows us to make better business decisions.
We've been able to move off of excel spreadsheets and shared inboxes to a solution that saves time and money and allows us to make better business decisions.
Fantastic for customer service
What do you like best about the product?
It is a phenomenal tool to track and report on common customer issues in your organization
What do you dislike about the product?
Data categories can be a bit tricky to change or add to.
What problems is the product solving and how is that benefiting you?
Tracking and reporting on customer pain points is a huge benefit that allows us to understand and correct those areas in our business to provide the best customer experience possible!
Service cloud Dreamforce
What do you like best about the product?
Possibility to share information between colleagues. Implementation possibilities of Knowledge
What do you dislike about the product?
The few options to manage your own layout
What problems is the product solving and how is that benefiting you?
The possibility for the management to see and manage the workload. Better customer experience.
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