Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Experience I. Service for last 8 years
What do you like best about the product?
Service cloud is very good with the case management and computer telephony integration with five nine. Surveys and experience cloud takes customer engagement to next level.
What do you dislike about the product?
Wish the solution management is good and I wish there is a better integration with asset.
What problems is the product solving and how is that benefiting you?
Case management is the current primary usage
A good platform where connect your customer experience
What do you like best about the product?
That give you the opportunity to have all the customer experience and support to our clients... It is easy to use declarative tools to provide paths to supports our process
What do you dislike about the product?
It could be nice to have some sort of pipeline into the case managing business process. It will be helpful for the users.
What problems is the product solving and how is that benefiting you?
It is solving the problem to follow how do what to our clients... We can follow every interaction with them.
Invaluable asset.
What do you like best about the product?
We went to Salesforce from Siebel and it improved our user experiense dramatically. Case managment, order managment and other Salesforce capabilities make the work of our call center agents so much easier.
What do you dislike about the product?
Not much, our users like working with Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
It makes the work of our Call center agents so much easier.
Manager, CRM & Data
What do you like best about the product?
The ease of use and low code customization
What do you dislike about the product?
Governor limits are very restricting for larger organizations
What problems is the product solving and how is that benefiting you?
Helping our customers solve their problems through submitting cases that are automatically fulfilled to better serve our customers.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Design the Experience Your Customer Need
What do you like best about the product?
Service Cloud is the most robust, configurable, and innovative service platform out there. Intricate flows and its ability to handle complex and tailored integrations is why we continue to be a strong partner. It simplifies our agent's workload, reduces customer effort, and provides valuable insights to our business teams.
What do you dislike about the product?
The default interface is not as beautiful as competitors, but with a little effort can be changed. It's a difficult balance if form and function; the latter is prioritized more often.
What problems is the product solving and how is that benefiting you?
Managing large volumes of complex customer inquiries and relating data across disparate systems to provide the end-users with real-time insights to process them quickly, accurately and with high customers satisfaction.
Centralized support for all services
What do you like best about the product?
Case management for all self service requests errors on top of all incoming phone calls or emails, with consistent report and tracking available
What do you dislike about the product?
Connector with live chat sometimes has inconsistent status showing or inability to have multiple sessions open
What problems is the product solving and how is that benefiting you?
Centralizing all of our service and support as well as tracking when automation fails via case. Additionally connecting to other service orgs across our company
Service Cloud Review
What do you like best about the product?
That it's part of the Salesforce ecosystem!
What do you dislike about the product?
Getting business aligned on strategy for what to use it for
What problems is the product solving and how is that benefiting you?
Method to intake cases, solve customer issues, and track work
Great experience with service cloud
What do you like best about the product?
I love the ease that Service Cloud offers our technology and service teams. Our service representatives feel enabled in equipped with the right information to make the best accommodations for our Customers.
What do you dislike about the product?
No complaints. I always look forward to new releases.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is our B2B case management system and our Customer Support and Services Team at Southwest Airlines. It solves data unification, and response time issues.
Service cloud - Great
What do you like best about the product?
Extremely customizable with a smooth UX!
What do you dislike about the product?
Sometimes can be overwhelming if not designed well and streamlined
What problems is the product solving and how is that benefiting you?
Assignments of cases and support to isers
Biz manager view cases only
What do you like best about the product?
It's helpful that all the clouds link. I like the transcription functionality on cases
What do you dislike about the product?
Access to cases can be difficult to view if you are not specifically listed on the team
What problems is the product solving and how is that benefiting you?
It's showing our customers that we can help them with info and we don't expect them to search themselves for every little thing
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