Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Great start
What do you like best about the product?
Ease of access and setup. Connectivity with sales cloud that we didn't have before
What do you dislike about the product?
Nothing so far! We need to continue using
What problems is the product solving and how is that benefiting you?
We have a HelpDesk that we know will step up its performance with Salesforce- we use sales cloud so it's very convenient
Love this product!
What do you like best about the product?
We love the product because of the flexibility and ease of use the low code, no code automation offers. The product includes sales plus service and is user friendly and offers a lot of out of box solutions.
What do you dislike about the product?
It's all about the user experience and Salesforce offers a lot of options, however they are sometimes not available in the product we purchased and would be considered an add on.
What problems is the product solving and how is that benefiting you?
We mainly use Sales Cloud within the Service Cloud Product. We've realized a lot of benefits with automation and improved process and procedures.
Salesforce Service Cloud
What do you like best about the product?
Everything you need to get started with end to end Customer Service/Support is available and when paired with Experience Cloud you'll be able to supply a full customer experience to your clients/customers.
What do you dislike about the product?
Currently, if you want to stay on platform and utilize a knowledge base you'll need to relate with the Knowledge Article object and this object feels a bit left behind and could use some updating; working with versions and attachment to cases is somewhat unintuitive.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our organization to track SLAs, engage in meaningful channels directly with our clients and provides insights into resolution metrics as we drive toward a more streamlined and easy experience for our customers.
A must need tool for Customer service
What do you like best about the product?
A holistic view of customer 360 bringing all interactions and service requests together to make customer interactions personalized . Now that Salesforce is bringing industry view , it makes it easier to deploy with more out of box features
What do you dislike about the product?
None.. The increased out of box capability specific to industry brings lot more out of box features while otherwise it was customized so far . Heavy customization was the problem which is now getting resolved through industry specific solutions
What problems is the product solving and how is that benefiting you?
Enables customer service agent to give personalized recommendations when a customer calls . Tailored activity brings in improved customer experience and better loyalty
Great for handling cases, including creation through integrations
What do you like best about the product?
Helps us eliminate phone calls and emails. Hoping to utilize chatbots with GPT in the near future.
What do you dislike about the product?
Not always the fastest UI so the experience feels slow and laborious sometimes.
What problems is the product solving and how is that benefiting you?
Deflection of cases through chatbots, improved case creation through web to case and email to case. Omni-channel routing works well too
Amazing!
What do you like best about the product?
Service cloud is extremely user friendly. You can enhance the system to you or your companies needs. I would recommend Service Cloud to any business unit looking for an upgraded and amazing system!
What do you dislike about the product?
I don't believe there is much I don't like about Service Cloud. Our company has enhanced the system so much that it works exactly how we want the system to work!
What problems is the product solving and how is that benefiting you?
Service cloud is solving getting the customer their information quick and providing precise solutions. The individual enhancements makes the experience very tailored.
Great product
What do you like best about the product?
We are able to manage customers through multiple communication channels.
What do you dislike about the product?
Every platform has its limitations. If you have a good administrator you can navigate them better
What problems is the product solving and how is that benefiting you?
We are able to better support our customers and report on the business
Monitoring Real Time Events
What do you like best about the product?
Ability to stream real time events and flexible options to quer data, helps in monitoring the platform and investigation issues as they happen.
What do you dislike about the product?
More events needs to be added for real time streaming
What problems is the product solving and how is that benefiting you?
Smoother customer interactions and ability to serve them
Salesforce
What do you like best about the product?
Conscience and the ease of use. And the integrations with other softwares.
What do you dislike about the product?
Rolling out new functionality needs a lot of salesforce experience.
What problems is the product solving and how is that benefiting you?
Using salesforce for case management and case selection
Any channel is a Service Cloud channel
What do you like best about the product?
The best thing about service cloud is that it has every channel that any customer wants to reach out to for a health on a on a case or product. Whether that's email or that's messaging of any platform service cloud can handle it
What do you dislike about the product?
What I dislike about service cloud the most is there's too many features. It's so hard to prioritize which one is next?
What problems is the product solving and how is that benefiting you?
Salesforce allows us to handle support cases in the fastest most reliable way possible to make sure our customers are satisfied and want to keep using our products and services over again because of their experience
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