Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Use Service Cloud for customer success!
What do you like best about the product?
The out of the box functionality where you can create Case logic helps to track customer interactions. The use cases are limited to your imagination but you can use Service Cloud Cases Management to track customer contact point post purchase or manage internal workflow between service agents and your customers, with everything tracked in Salesforce against the customer Account and Contact data points.
What do you dislike about the product?
If you attach Knowledge articles as a support option then it is important to keep the documentation and up to date for best customer support. This can mean additional investment by the business into internal experts to keep the information available relevant.
What problems is the product solving and how is that benefiting you?
Service Cloud can help customers' problems be resolved quicker and gives power to the agent to resolve them at the first touch point, meaning happier, loyal customers in the long term.
Service Cloud for health care
What do you like best about the product?
Omni channel and case management are the best
What do you dislike about the product?
Nothing everything looks great. Case history and Omni channel
What problems is the product solving and how is that benefiting you?
Contact center and case management for the call center opeartions
Need lots of structure and support to operate well
What do you like best about the product?
I like that it integrates so well with other Salesforce products.
It is nice that you can customize it so much.
It is nice that you can customize it so much.
What do you dislike about the product?
You need to have th support of admins and developers to make changes. I wish it was more easily changeable without having to be a specialist.
What problems is the product solving and how is that benefiting you?
It's a unified place to manage our customer contacts as well as our e-commerce platform.
AI is the way
What do you like best about the product?
The ability to integrate AI for a better customer experience
What do you dislike about the product?
Always needing to hire a company to implement what I want
What problems is the product solving and how is that benefiting you?
It helps my reps organize information to solve the issue at hand
Service review
What do you like best about the product?
Allows for tracking and organization of enhancement requests
What do you dislike about the product?
Don't have anything that I dislike as an indirect user.
What problems is the product solving and how is that benefiting you?
Tracking enhancement and roadmap requests. It allows for prioritization and visibility.
Couldn’t work without it
What do you like best about the product?
Easy to use and well supported the best CRM
What do you dislike about the product?
Lighting is not as smooth as classic could be better
What problems is the product solving and how is that benefiting you?
Global service available and uptime security is also important and reliable other issues are automations and efficiencies that we otherwise wouldn't have had really
Service Cloud Review
What do you like best about the product?
Service cloud has a lot of valuable additions to our service team. Particularly the offline mode is essential for our business as many of our service techs are in mines conducting inspections etc where no service is available.
What do you dislike about the product?
Our company has found the timekeeping aspect to not be up to our requirements. we actually had a consultant build us a new function so that we could effectively capture time the way our business needed
What problems is the product solving and how is that benefiting you?
We use the fsl app to coordinate our field techs to jobs. we have dispatchers, territory managers, and service techs that all use the app. I have received comments from the team that the actions button is nice to house all of our functions
Happy client is the best client
What do you like best about the product?
Really nice tool and very customizable for all type of customer needs. It is powerful and key in customer relationship management and has taken our clients CRM's to the next level.
What do you dislike about the product?
Connectivity issues especially when integrated with WhatsApp and Facebook.
What problems is the product solving and how is that benefiting you?
Easy flow with clients, immediate help when required, easy to use and great front end.
Love Service Cloud!!
What do you like best about the product?
Case based management consoles and reporting and dashboards.
What do you dislike about the product?
Speed at which core capabilities are made available in Canada (eg. Einstein solution)
What problems is the product solving and how is that benefiting you?
Case management and improved reporting
Ability to customize case framework
What do you like best about the product?
We have very unique requirements for cases in our org and it's great that Salesforce gives us the ability to "bend" the case.structure and framework without needing additional custom objects.
What do you dislike about the product?
It can be difficult at times to make small changes in the system if there are automation dependencies. This leads to longer developer lifecycle times and possible regression issues.
What problems is the product solving and how is that benefiting you?
Allows to track and manage our overall claim management process in one place and allows us to track specific tasks involved in each case management record as needed.
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