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.
Great automation capabilities
What do you like best about the product?
I really love OmniChannel. The automatic routing capabilities based on skill is awesome to boost efficiency and the chat functionality where supervisors can provide discreet, assistance while dealing with customers is top tier!
What do you dislike about the product?
I have not sound anything to dislike yet
What problems is the product solving and how is that benefiting you?
Field service and knowledge management
The best CRM!
What do you like best about the product?
Easy of configuration and super easy for end users.
What do you dislike about the product?
Some of the limitations around multi-select picklists.
What problems is the product solving and how is that benefiting you?
User issues and phone support
Enables single pane for all customer facing teams
What do you like best about the product?
Enables single platform for all customer teams where other systems result in siloed data.
What do you dislike about the product?
UI takes some time to perfect because there are so many ways to customize.
What problems is the product solving and how is that benefiting you?
Scale service processes through self-service enablement.
Streamlined operations
What do you like best about the product?
The real-time analytics stand out as the most insightful tool, shedding light on our operations’ strengths and areas for improvement.
What do you dislike about the product?
However, the initial setup can be a bit daunting, requiring time and patience to navigate.
What problems is the product solving and how is that benefiting you?
Service Cloud has been instrumental in revolutionizing our bank’s customer service operations. It has enabled us to consolidate customer interactions across multiple channels into a single view, leading to quicker issue resolution.
Great flexibility to grow with your operations
What do you like best about the product?
Service Cloud has evolved significantly over the past 10 years. The evolution around customization, analytics, and global support has been helpful (especially as your team grows). Given the upcoming AI evolution, I am excited to see the unification of analytics and operational experience for the functional team.
What do you dislike about the product?
I have found the evolution to be slow (and hopeful that the latest innovation will be at faster pace). Omnichannel functionality is finally on par to the custom experience that we built 7+ years ago. Therefore, we are finally adopting the functionality out of the box.
What problems is the product solving and how is that benefiting you?
Service Cloud is the backbone of our Customer Operations team. We leverage it for customer interactions (email / chat / phone) and customer deflections with automated responses leveraging our extensive knowledge base and home grown ML models.
Improves our productivity and customer experience
What do you like best about the product?
It improves our employees productivity and gives us insight and clarity with our work flow and data.
What do you dislike about the product?
Nothing really. There's a lot of features and potential that takes time to deploy with an effective strategy to lead to high adoption and morale.
What problems is the product solving and how is that benefiting you?
It allows us to manage our workflows and automate a significant portion of low impact tasks, such as assigning work, that were previously handled manually.
Good for servicing clients on different channels
What do you like best about the product?
Allowing using agents for different channels.
Show customer care by enabling them to access us via multiple channels and different languages.
Show customer care by enabling them to access us via multiple channels and different languages.
What do you dislike about the product?
Would like better integration of 3rd party phone solutions into the OMNICHANNEL capacity, workload, agent status.
What problems is the product solving and how is that benefiting you?
Quote creation for customers
Chat for existing insurance policies
Email to case also for existing policies
Chat for existing insurance policies
Email to case also for existing policies
Service cloud
What do you like best about the product?
Ai features all the solutions and the ease of use for the agent
What do you dislike about the product?
Scalability and robustness
All the features
All the features
What problems is the product solving and how is that benefiting you?
Solving case management assignment and improving customer experience
Evaluation service experience cloud
What do you like best about the product?
The self service portals ability to deflect cases and leverage AI responses to serve information to the customer or agent.
What do you dislike about the product?
Licensing model of experience cloud is hard to quantify
What problems is the product solving and how is that benefiting you?
Case management only at present
Service Cloud works well for our global organization
What do you like best about the product?
Case management functionality in Salesforce Service Cloud can be configured for any size organization. We have multiple departments globally creating cases for our end customers, and include functionalities like Incident Management, Next Best Actions, etc.
What do you dislike about the product?
We need a dark mode option, as well as more Knowledge functionalities like change tracking when editing articles.
What problems is the product solving and how is that benefiting you?
Case management, Knowledge management etc.
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