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.
Moving to the service cloud has been great for our department and agents
What do you like best about the product?
Great for us to manage our requests from customers. Manages cases and phone and chats
What do you dislike about the product?
None at this time. We have opportunity but look forward to future releases
What problems is the product solving and how is that benefiting you?
Managing our new work of chats and. Streamlining the processes
Service Cloud AI features review
What do you like best about the product?
New innovative features such as Einstein replies, case classification and case summarization.
What do you dislike about the product?
License cost is high. Add more solutions such as sentiment analysis to case summarization.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is primary medium via which our agents work on customer cases. Case routing, case comments, KB search are some of the amazing features that enable our agents every day to solve customer reported issues. Agents can close many cases quickly and reporting enables efficient monitoring for supervisors. Milestones help ensure that response and resolution time deadlines are met.
CRM Journey Continues
What do you like best about the product?
Salesforce has been part of our service DNA for the last decade and we are constantly evolving our business and customer experiences. Salesforce has been a great partner in helping us through this journey and providing solutions along the way.
What do you dislike about the product?
The changing landscape to keep up with technology creates complexity and could use some clarity of which apps are included with Service Cloud versus add-on.
What problems is the product solving and how is that benefiting you?
Overall, Service cloud is helping us to manage all our customer claims through field service
Flexibility to configure business process and build improvements in UX
What do you like best about the product?
Configurability of the platform to implement business requirements and improve UX
What do you dislike about the product?
Licensing midel for users with reasonable lower usage
What problems is the product solving and how is that benefiting you?
Build workflows for various team addressing their buils needs
Connect
What do you like best about the product?
The connection it brings - customer and agent
What do you dislike about the product?
Nothing to note it's overall been a great product
What problems is the product solving and how is that benefiting you?
Allows us to give information to our agents allowing us to meet our customers where they are.
Awesome customer experience
What do you like best about the product?
The features provided in the Service cloud helps to serve the customers much better and able to achieve many of the features with less or no code. Thanks to salesforce for the useful upgrades for every release.
What do you dislike about the product?
Limitation on custom objects to the community profiles needs to be more flexible.
What problems is the product solving and how is that benefiting you?
Helping our customers for the quick resolution of the issues.
Highly flexible, highly configurable must have Customer Service platform
What do you like best about the product?
Service Cloud serves as our CRM to maintain a and keep our customers happy with our products and brand.
What do you dislike about the product?
It's a necessary evil - it can take some time to get security and sharing just right in complicated environments.
What problems is the product solving and how is that benefiting you?
Helping us efficiently provide customers with solutions
Service cloud is really awesome
What do you like best about the product?
As an admin, Service cloud gives us features that others can't provide
What do you dislike about the product?
It is complex so it requires a lot of implementation work
What problems is the product solving and how is that benefiting you?
It helps us with knowledge articles & helps our agents
No Code Customization
What do you like best about the product?
You can customize anything on the fly. No worries about hiring a contractor since we fab just build it ourselves.
What do you dislike about the product?
So many apps that it makes it tough to know which one is best
What problems is the product solving and how is that benefiting you?
Call resolution is quicker than if it was a standard call center on cold calls
Service cloud review
What do you like best about the product?
Case management and SLAs. Also knowledge base
What do you dislike about the product?
Measuring time in each stage of the case is not that easy
What problems is the product solving and how is that benefiting you?
Customers complaints and contacts
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