Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
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
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.
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