Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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One of the best!
What do you like best about the product?
It covers customer 360 view when it comes to case opening, escalation, approval and closing. Great insight capability with better ROI. Depending on the complexity of the business customization is easy and sustainable.
What do you dislike about the product?
Nothing specific.... case team scoring xould be an iDea ro improve the Artificial intelligence capabilities.
What problems is the product solving and how is that benefiting you?
End to end customer issue resolution including customer self service with knowledge articles.
Heart of a smart and good costumer service
What do you like best about the product?
The way we have been able to adapt the case's fields to our strategy so we can get good reports
What do you dislike about the product?
We don't have slack so we have been limited by only having the option of using chatter for team collaboration
What problems is the product solving and how is that benefiting you?
Centralizing the costumer experience including the service
Service Cloud for Customer Care
What do you like best about the product?
One of our Customer Care groups recently migrated to Salesforce Service Cloud and saw time savings right away with Email to Case functionality along with reporting which the team struggled previously
What do you dislike about the product?
What i don't like about Salesforce Service Cloud is that we can't keep up with changes and miss some good existing opportunities that can help our teams to work smarter and not harder
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping our Customer care, Operations and Sales support groups to be more productive, being able to service customers faster while working together.
Strong for supporting our service org
What do you like best about the product?
User friendly, simple way to link to various info needed to service customer.
What do you dislike about the product?
Would like more automation in finding duplicate cases.
What problems is the product solving and how is that benefiting you?
Consolidated service cloud for managing all service related requests.
Industry leading software to provide support
What do you like best about the product?
Clicks vs code approach gives you a platform you can easily implement change and grow over time and stay current with trends. Dynamic lighting pages allowing you to present the correct fields dynamically as the user interacts with Case is a major achievement for us. Doing this with configuration not through development is amazing. Then harnessing reporting and dashboards plus CRM gives us a complete tool for our contact center.
What do you dislike about the product?
There are always more filters I could use for dynamic forms so agents can have best user interface while providing support. Still some missing features in lighting that were in classic.
What problems is the product solving and how is that benefiting you?
Primarily tracking and Case management with CRM and reporting. Salesforce Service Cloud is our tool to track our customer interactions and close issues.
Powerful CRM
What do you like best about the product?
Powerful and extremely customizable. Out of the box reporting is extremely useful.
What do you dislike about the product?
Not the cheapest but understandable if you utilize all the capabilities.
What problems is the product solving and how is that benefiting you?
Keeping everything organized and offers a centralize place to store customer data and communication no matter the channel.
Service cloud creates a simplified, one stop shop for our agents
What do you like best about the product?
Easy set up, everything in one place for the agents. Appreciate the easy navigation for the agents. Best thing is the automation to streamline agent workflow and training
What do you dislike about the product?
The cost is challenging, but outside of cost there are some limitations for contact center and coordinating with field employees. It'd be great to see even more available automations related to handoffs
What problems is the product solving and how is that benefiting you?
Automations, and helping our agent efficiency by operating out of a single platform. We also now have better data visibility to understand all interactions with a single client to help us understand our client needso
Product Manager CRM
What do you like best about the product?
Case management and service consoles. The combined platform to use bring your own telephony.
What do you dislike about the product?
I don't like the limited options of using other LLM models
What problems is the product solving and how is that benefiting you?
We are doing customer support and case management.
Clients details all in one place
What do you like best about the product?
Any of our agents can pick up a case and instantly know who is asking for help, what product version they are on and have context on the issue the client needs help with. This makes it easy to help them and having recommended articles allows us to point them to the correct resources to compliment our guidance.
What do you dislike about the product?
Notifications of an email response link you to the email, not the case, meaning you need to then click again to get to the case to get context before replying.
What problems is the product solving and how is that benefiting you?
Keeping all data in one place to track cases, generate reports and get collaboration. Multiple agents can help the one client on the one issue when an issue is not resolved first time without frustrating the client.
Service Cloud/ Health Cloud
What do you like best about the product?
Service Cloud allows users in Health Cloud to closely monitor patient/provider cases, never miss a deadline, assign cases based on user's skills get tasks automatically created when deadlines approach and much more.
What do you dislike about the product?
Some limitations can be annoying to say the least.
What problems is the product solving and how is that benefiting you?
Helping users never miss deadlines/SLA when closing cases.
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