Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Effective partner and customer portal management
What do you like best about the product?
Salesforce service cloud provide OOB functions that scaled with our business - from partner management to customer portal to integrated case management, a seemless experience for our growing customer base.
We were also able to expose entitlement/ asset info via the portals allowing customers to access key information via self serve functionalities like knowledge base.
We were also able to expose entitlement/ asset info via the portals allowing customers to access key information via self serve functionalities like knowledge base.
What do you dislike about the product?
Knowledge base could be more dynamic, ie AI functions to help customer find what they need.
What problems is the product solving and how is that benefiting you?
Gave us a way to manage, track and report cases, provided customer enablement, improved CSE productivity.
Easy to use
What do you like best about the product?
Gives ability to connect with clients in different ways from one central system
What do you dislike about the product?
The live chat functionality is not very intuitive
What problems is the product solving and how is that benefiting you?
Able to store all client interactions at one place
Scaleable
What do you like best about the product?
It is scaleable to meet the current and future needs of the organization. I can use out of the box functionality and add custom complexity as the need arises.
What do you dislike about the product?
If an idea in idea exchange doesn't have tens-hundreds of thousands of votes, don't expect to get it. You have to learn to live without it or customize and live with the downsides of that.
What problems is the product solving and how is that benefiting you?
Tracking customer requests for help and documenting knowledge articles. It is nice that it is using the same data as the rest of the organization. (marketing sales, etc..)
Service Cloud is invaluable
What do you like best about the product?
By providing a home for our internal knowledge base we are able to allow our agents with all the information they need to provide our customers with rapid and relevant assistance.
What do you dislike about the product?
The biggest issues has been around the managemt with our knowledge base. With not enough managers working there the information does not get updated quickly enough.
What problems is the product solving and how is that benefiting you?
Service Cloud gives our team what they need to be the experts our customers need in the moment they are are asking for help. This Information is invaluable.
Awesome product
What do you like best about the product?
Case management with service cloud is awesome
What do you dislike about the product?
Omni channel can be a bit confusing to set up
What problems is the product solving and how is that benefiting you?
Case management for our end users
Tame the chaos
What do you like best about the product?
Service cloud makes it easy to track and manage our work for customers. Thank you for making it easy to focus on service and less on lost memos and emails!
What do you dislike about the product?
There are sometimes a lot of clicks to get to the info and fields we use.
What problems is the product solving and how is that benefiting you?
Routing customer care activities promptly
Always been a breeze
What do you like best about the product?
Omni channel, ease of reps to solve service
What do you dislike about the product?
Probably integrate data between two Salesforce instances
What problems is the product solving and how is that benefiting you?
Customer service for doordash
Finally customer centric is possible
What do you like best about the product?
The fact it enables customer centricity.
What do you dislike about the product?
Need to really control APEX proliferation
What problems is the product solving and how is that benefiting you?
Tierless approach to service
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.
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