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.
Love our case management
What do you like best about the product?
Email to case and web to case have been the best solution for keeping our customers happy
What do you dislike about the product?
To many ways to do one thing. It get very confusing if you're not careful!
What problems is the product solving and how is that benefiting you?
Keeping our members updated in a timely manner
The standard for customer service
What do you like best about the product?
Ability to work with other internal teams on a scaleable solution.
Easy to customize
Easy to customize
What do you dislike about the product?
Only thing I find challenge is case comments are a little weak. 3 ways to communicate but all have some gaps
What problems is the product solving and how is that benefiting you?
It is helping us move away from e-mail based customer support and allowing us to utilize a knowledge center apporach to scale our service teams
Improving Self-Service Experience with Service Cloud
What do you like best about the product?
Ability to create Knowledge Library and keep consumers informed about company policies without having to call. Easy to manage, scalable and keep information current
What do you dislike about the product?
Ensuring that outdated data and information is removed. Perhaps including some type of retention or data review policy to ensure that only most current information is within Knowledge Library.
What problems is the product solving and how is that benefiting you?
Case Management. We are able to document details of why a customer is contacting us and the solution offered. Also, to leverage this information for metrics/KPIs
Service possibilties
What do you like best about the product?
Flexibility and engage with customers service process
What do you dislike about the product?
Need to buy user when use case portal! Many others solutions don't charge
What problems is the product solving and how is that benefiting you?
Help us and our customers to resolve and organized cases and colaborate with team and powered the customer 360
Recent call center deployment
What do you like best about the product?
We were able to transform our legacy processes using service cloud best practices
What do you dislike about the product?
The time to deploy a working product and the change management required to get our users to adopt.
What problems is the product solving and how is that benefiting you?
CSR efficiency.
Salesforce Service delivers
What do you like best about the product?
The ability to empower users to have all the details they need at their fingertips to resolve issues and support clients. And the ability to review and learn from trends.
What do you dislike about the product?
Without sufficient training, users struggle with maximizing their work. Would live more ways to support real time training and suggestions for improvements so admins can continually solve issues.
What problems is the product solving and how is that benefiting you?
A unified way to collect, take action, resolve and improve. Used for both internal staff and external clients. Provides good data on trends and streamline case management
Great tool to enhance your client experience
What do you like best about the product?
Tracking client need and issues while being able to follow up and deliver results
What do you dislike about the product?
To ensure you get the most value you will need specialised resources to help you quickly unpack the benefits
What problems is the product solving and how is that benefiting you?
Ensure we have a 360 view of our clients
Great tool for Support Agents to track and solve customer cases
What do you like best about the product?
It a great tool. One stop for agent to review custome case. Knowledge panel recommends best article to resolve case. Analyst can communicate with customer through email/chatter etc. In build milestones for SLA process.
What do you dislike about the product?
One caveat is unable to filter knowledge articles by Data categories in easy way. More improvements needed. Also Email to Case issues when having longer email threads causes new Cases to create.
What problems is the product solving and how is that benefiting you?
Resolve customer cases with knowledge management. Communication channels through email and chatter to keep customer engaged resulting best customer satisfaction surveys.
Love service cloud
What do you like best about the product?
I love the efficiency and different options to use cases
What do you dislike about the product?
Case flows do seem to get more complex with even a single record type
What problems is the product solving and how is that benefiting you?
Tracking cases with customers who reach out to support. Better reporting and metrics
Service Cloud Routing
What do you like best about the product?
I like that you can route based on skills, level, and more.
What do you dislike about the product?
Omni-channel is confusing that you get more with a higher license like messaging etc.
What problems is the product solving and how is that benefiting you?
Case management for tech and customer service
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