Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Wonderful tool for bringing service into your business
What do you like best about the product?
Upside is allowing us to utilize agent chat.
What do you dislike about the product?
Some of the data structures that we don't utilize but have to work with or around.
What problems is the product solving and how is that benefiting you?
It is providing the engine for live chat.
Service cloud for the quick path to customer satisfaction
What do you like best about the product?
Service cloud gives you and gives you many tools to automate different tasks. To be able to quickly handle complaints and turn what was a customer issue into a customer success story.
What do you dislike about the product?
I am relatively limited in my exposure to service cloud so the limited knowledge I have of some of the functionality is the only real drawback that currently comes to mind.
What problems is the product solving and how is that benefiting you?
The focused place for our customer service and technical service reps be able to solve/ escalate customer cases for a quick turnaround to lead to customer satisfaction.
Data & systems administrator
What do you like best about the product?
The ability to managed cases and customers without jumping from object to object.
What do you dislike about the product?
Implementing telephony is difficult and not all phone providers are compatible.
What problems is the product solving and how is that benefiting you?
The ability to provide customer support for our tech services via email, SMS, and phone.
Easy to onBoard
What do you like best about the product?
Email to Case and Web to Case have both been extremely useful for us as we transitioned from phone calls and emails to a case management system. The biggest challenge we faced is updating our business processes to utilize the functionality.
What do you dislike about the product?
Finding out about so the side features can be a challenge. There's so much to the service Cloud that it can feel like we're just using a fraction of the capabilities.
What problems is the product solving and how is that benefiting you?
Taking us from a phone call /email support organization to one focused on follow the sun support and customer self service for problem solving.
Service cloud pilot phase
What do you like best about the product?
The sla and knowledge. Also the easy views for support team.
We have moved from Zendesk to Service cloud for two of our groups
We have moved from Zendesk to Service cloud for two of our groups
What do you dislike about the product?
We need to buy license for Knowledge and it's expensive
What problems is the product solving and how is that benefiting you?
The one in all 360 platform of salesforce
Daily user and loving it
What do you like best about the product?
The ease of use and customer outreach is great
What do you dislike about the product?
Could integrate more with third party apps.
What problems is the product solving and how is that benefiting you?
Assisting with customer engagement and user journey.
A great support platform
What do you like best about the product?
A seamless tool for tracking and managing our case and support queues. It has an easy to setup front end that works for most support organizations.
What do you dislike about the product?
There are some functionality pieces that require applications from the app exchange or are not initially as easy to get working for your organization.
What problems is the product solving and how is that benefiting you?
The challenge we are trying to solve is managing cases in a streamlined and centrally managed location.
Best ticketing system, and more
What do you like best about the product?
Easy to set up and very much extendable! Since it's based on the Salesforce Platform we can easily extend it to cover other business cases.
What do you dislike about the product?
It should come with some standard integrations.
What problems is the product solving and how is that benefiting you?
It enables us to quickly cover all customer service requests.
Best for enterprise
What do you like best about the product?
Scalability and efficiency. There're lots of app to support your use cases
What do you dislike about the product?
Cost - it's hard to figure out the total cost of the product
What problems is the product solving and how is that benefiting you?
Case management, community, and knowledge base
Enjoying the ability to connect with all departments to service clients effectively and efficiently
What do you like best about the product?
Ability to have a 360 view of my customer.
What do you dislike about the product?
There is a lot of code required to roll out something to relative to our customers.
What problems is the product solving and how is that benefiting you?
It allows us to have a 360 view of the customer to allow our agents the ability to act swiftly in supporting our mission.
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