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.
Case management & Omnichannel
What do you like best about the product?
Its Case management and Omnichannel capabilities are awesome.
What do you dislike about the product?
There is none so far. I liked everthing I worked on so far.
What problems is the product solving and how is that benefiting you?
Live agents and then omnichannel followed by case management.
Analyst for service cloud and sfmc
What do you like best about the product?
Flow
Objects
Custom objects
Roles and security model
Objects
Custom objects
Roles and security model
What do you dislike about the product?
Nothing at all
All of the features are quite interesting to use
All of the features are quite interesting to use
What problems is the product solving and how is that benefiting you?
Contact center
Current assessment
What do you like best about the product?
The ability to see historical case management and future ability for AI
What do you dislike about the product?
So customizable sometimes it makes support an issue with our organization
What problems is the product solving and how is that benefiting you?
Allowing us to see more of the 360 degree view.
Service cloud
What do you like best about the product?
Documenting every customer interaction and the ability to automate workflows and get insights
What do you dislike about the product?
There isn't anything in particular about service cloud that is disliked
What problems is the product solving and how is that benefiting you?
Documents every customer interaction, develop reports for our operations staff and process improvement
Automated service request and assigns to appropriate staff
Automated service request and assigns to appropriate staff
Solid, flexible tools
What do you like best about the product?
Customizability, flexibility, always secure & available.
What do you dislike about the product?
Lead time on feature requests. Some fixes/requests with many upvotes by customers take a long time (years) to be general release.
What problems is the product solving and how is that benefiting you?
Organizes customer requests and generates SMODS for dev team.
Continued Automation and Learning for the Service Teams
What do you like best about the product?
Many internal sales and service users are hesitant with using technology and change management. With Salesforce it is as easy as clicking a button to get on a a call, and further allow the system to do its magic. The historical information about a client is all there, the potential prediction of what the client might need is all there. Omni channel, knowledge, and better reporting capabilities and customization has increased our adoption within the last 2 years.
What do you dislike about the product?
Not as easy to implement with the call center and get proper reporting.
What problems is the product solving and how is that benefiting you?
Distribution of workload across teams and users with different skill levels.
Service Cloud review
What do you like best about the product?
This gives a way to help the 360 CX and ability to react fast to our users.
What do you dislike about the product?
The complixity and manual deployment processes needed at times
What problems is the product solving and how is that benefiting you?
We have clients that need support and this allows us to track, route, and respond quickly
Great product that scales
What do you like best about the product?
What I like the most is the scalability of the product and the fact that it feels infinitely scalable.
What do you dislike about the product?
You need to take into account that you will need a system admin to really make it work.
What problems is the product solving and how is that benefiting you?
Salesforce cloud voice is powerful
Service Cloud is top tier for customer service
What do you like best about the product?
I am new to Service Cloud but it is easy to use and learn
What do you dislike about the product?
It has a lot of parts that I need to learn
What problems is the product solving and how is that benefiting you?
It is helping out our service organizations
Works great for our call center
What do you like best about the product?
Service cloud has a ton of features that works very well with our call center needs. Case management is a highlight
What do you dislike about the product?
Does not have inbuilt CTI capability.
What problems is the product solving and how is that benefiting you?
Our call center uses service cloud extensively, agents are able to use and navigate the product with ease,
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