Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Improving the customer experience
What do you like best about the product?
Our agents are able to easily access their information and provide the hospitality We are known for utilizing service cloud and c360
What do you dislike about the product?
No complaints yet, we're excited to integrate it better with our telephony tool
What problems is the product solving and how is that benefiting you?
It's not necessary solving problems but enabling us to meet our customers where they are
Super excited about what AI can do to improve efficiency in customer support
What do you like best about the product?
AI driven technology saves time and provides better customer experience
What do you dislike about the product?
Still requires human invention. Look forwards to fully automated solutions
What problems is the product solving and how is that benefiting you?
One platform for all customer success roles in large global organization
Service cloud has help connect support with data
What do you like best about the product?
Service cloud has allowed us to connect our data with our help center so that it's all in one place and easy to access.
What do you dislike about the product?
You have to have a plan in advance before implementing because it can do a lot of things. Sometimes this can be difficult.
What problems is the product solving and how is that benefiting you?
Single source of truth and connected call center
Service cloud helped us move from a call center support to self service/case management
What do you like best about the product?
Service cloud helps us with automated queue routing based on the support scenario and helps get the case support from the right team. Also, case to web helps generate knowledge articles
What do you dislike about the product?
Integration with slack will be helpful, also the workflows in service cloud can improve to guve more flexibility around the routing process plus case deflection
What problems is the product solving and how is that benefiting you?
Helped us move away from call center support towards self service. Plus case to web features are a huge unlock for case deflection capabilities. With AI shaping, hoping to unlock much more!
Awesome and productive tool.
What do you like best about the product?
The tool is very helpful for our organization and our customer service agents. We have launched omnichannel for our agents for cases.
What do you dislike about the product?
Simpler UI with needed elements and components can be helpful. Sometimes for new users the UI is overwhelming
What problems is the product solving and how is that benefiting you?
KB articles are great for the teams. We are able to view all conversations end to end from customers in one view.
World Class
What do you like best about the product?
Reporting and dashboards provide users great, real time, actionable data for the best position for decision making.
What do you dislike about the product?
No dislikes with Service Cloud. Truly enjoy the product.
What problems is the product solving and how is that benefiting you?
Immediate attention to our customers needs for solutions and tracking.
Well experienced.
What do you like best about the product?
Service cloud just works. It's not perfect but case management is really solid and works well at scale.
What do you dislike about the product?
I don't like case comments going away, they were fine. Also don't like that you cannot deactivate hierarchical access to case.
What problems is the product solving and how is that benefiting you?
Self service in our community is key.
Increase agent productivity
What do you like best about the product?
Possibility to provide a quality customer service with 360 view
Send emails directly from the console
Send emails directly from the console
What do you dislike about the product?
Way of monitoring agents productivity regarding the SLA. I think it can be improved
What problems is the product solving and how is that benefiting you?
Provide a quality costumer service by responding all the complaints. No missing complaints anymoy
Endless possibilities
What do you like best about the product?
Service cloud makes it so easy to track customer interactions. The consolidated data allows you to understand your customer and elevate your service.
What do you dislike about the product?
Our org has gotten complex and requires some clean up
What problems is the product solving and how is that benefiting you?
Allows us to easily track issues that are reported to our contact center
Learning and growing
What do you like best about the product?
The ability to customize the application to specific team needs and goals
What do you dislike about the product?
The UI and layout can be over bearing for teams
What problems is the product solving and how is that benefiting you?
We are using Salesforce cloud to solve technical support within the IT and operations teams
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