Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service Cloud streamlines our processes
What do you like best about the product?
We've been using Salesforce Knowledge to help our analysts find relevant information to resolve support cases faster than ever.
What do you dislike about the product?
Everything has been working as expected.
What problems is the product solving and how is that benefiting you?
Finding information faster for internal and external users.
Excellent out of box feature
What do you like best about the product?
Case management default features and it's assignment
What do you dislike about the product?
Omni channel not very helpful in our case
What problems is the product solving and how is that benefiting you?
Child welfare related processes
Enabling CSR productivity across tickets
What do you like best about the product?
Multi-case solving:
When a problem occurs and a CSR registers a case, these cases can be connected and concidered one issue. The issue can be solved by bugfixes or knowledge articles, and all connected cases then be automated for their solution delivered to the customer and closed in one go. This saves on time spent to follow up each separate case.
Integrate:
You are also able to build any integrations to and from the platform with regular API with comprehensive and always updated documentation.
When a problem occurs and a CSR registers a case, these cases can be connected and concidered one issue. The issue can be solved by bugfixes or knowledge articles, and all connected cases then be automated for their solution delivered to the customer and closed in one go. This saves on time spent to follow up each separate case.
Integrate:
You are also able to build any integrations to and from the platform with regular API with comprehensive and always updated documentation.
What do you dislike about the product?
Translating knowledge arricles can be a bit of a tedious task. Also the workflow of importing from another system might benefit from some more development.
What problems is the product solving and how is that benefiting you?
Multi-case productivity
Knowledge articles
Self-service portal cases
Email-to-case
Case queues
Knowledge articles
Self-service portal cases
Email-to-case
Case queues
Service Cloud for CS
What do you like best about the product?
Service Cloud helps facilitate an excellent customer experience by threading emails to singular cases which allows us to access all information at hand
What do you dislike about the product?
The only dislikes for us has been around the integration with SAP
What problems is the product solving and how is that benefiting you?
Business wide viability of customer interactions
Needs customization
What do you like best about the product?
Ability to deflect cases and help customers resolve issues faster
What do you dislike about the product?
MVP and out of box requires much extra config and specialized admin skills
What problems is the product solving and how is that benefiting you?
New rep onboarding by giving them guidance
Excellent Product
What do you like best about the product?
Excellent integration, and great growth product.
What do you dislike about the product?
Finding the right level of integration with our internal stack.
What problems is the product solving and how is that benefiting you?
Provides a single pane view for our users to quickly answer questions.
A great platform that I wish I could use to its potential
What do you like best about the product?
The fact that we can service 280k UC employees using the platform and answer their payroll and benefit questions.
What do you dislike about the product?
I feel that we are not using that we are not using the platform to it's full potential
What problems is the product solving and how is that benefiting you?
It helps us manage our inquiries and it allows us to run reports on our historical data
Powerful tool for taking care of your customers.
What do you like best about the product?
The ability to collect cases from several sources and automatically route them to the appropriate resource
What do you dislike about the product?
It can get confusing to determine what method to use when trying to accept cases (omni, email to case, etc.)
What problems is the product solving and how is that benefiting you?
Service cloud allows multiple groups to work on their own areas while still allowing us to get a big picture of what the customer experience is.
Changingvthe way we run our service department
What do you like best about the product?
It provides complete and meaningful information to our dispatchers and technicians, with an intuitive interface.
What do you dislike about the product?
Not much really. It's such a far cry from the way we previously ran our service business that even the nuances aren't really detractors. If I had to pick a something to dislike, it would be the inability to change certain field names or hide certain information that salesforce needs, but is irrelevant to our business. IE: we use a specific format for work order numbering. Salesforce requires the salesforce work order number to appear in several places which can clutter a user interface with information that is irrelevant to them.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed us to modernize our service work processes, taking what used to be an entirely manual process in an antiquated platform and provide a present day solution along with the scalability and flexibility to keep us relevant in the future.
Service Cloud
What do you like best about the product?
Replaces email traffic with cases that can be used to measure our business.
What do you dislike about the product?
Doesn't integrate with Teams and our company is a big Teams user.
What problems is the product solving and how is that benefiting you?
Customers can self service on many simple questions
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