Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Chat function and auto messaging are great tools. Would like to see enhancements
What do you like best about the product?
The best thing is the ease of use for agents and the ability to have auto messaging for chats. We get about 400 chats a month and having the service cloud be able to connect to cases is great!
What do you dislike about the product?
So two things needs improvement Omni channel needs two updates. 1. Adding attachments. We deal with students who need to be able to provide screenshots of the issue they have and currently we have to create a case after the chat for them to do that. 2. Multiple chats for for one case. Sometimes a case will have a second chat from the student or a second case for the same chat.
What problems is the product solving and how is that benefiting you?
It is our front line to supporting both student and teachers for our large university setting. It gives us the ability to support, review and analyze trends. Next AI!
Comprehensive and customizable to meet business needs.
What do you like best about the product?
Easy to use interface. Combines multiple data points into a single view. Reporting and dashboards help understand business successes and failures.
What do you dislike about the product?
Sometimes it is not flexible to handle business requests. More flexibility in design.
What problems is the product solving and how is that benefiting you?
Helps are teams to better collaborate and solve customer issues. Allows management to gain visibility into metrics.
track customers support issues better
What do you like best about the product?
One stop shop for customers from sales to support
What do you dislike about the product?
Slow performance and customization needs
What problems is the product solving and how is that benefiting you?
Track customers issues and report csat dsat
Customer ex manager
What do you like best about the product?
Dashboard and reports. Easy to build and with no code
What do you dislike about the product?
I do not dilike something, however the account hierarchy could be better as well the web to case which need attachment
What problems is the product solving and how is that benefiting you?
Collecting cases from different channel
Increases productivity, decreases customer frustration
What do you like best about the product?
Salesforce service Cloud enables my clients to address customer issues quickly and efficiently while reducing manual work.
What do you dislike about the product?
Sometimes the cost is prohibitive for smaller businesses.
What problems is the product solving and how is that benefiting you?
Service Cloud keeps the team focused on the issue at hand. Case assignment rules get customers to the right person, chatter aids communication, and status with escalation rules help keep things moving forward.
It makes life easier for the end user
What do you like best about the product?
How the end user can get most everything done from one single place/page
What do you dislike about the product?
Nothing comes to mind. The guided setup makes life easy.
What problems is the product solving and how is that benefiting you?
Allowing clients to reach out from different methods
This is an amazing product! I am happy with Service Cloud
What do you like best about the product?
It is to easy to use and very intuitive. I am able to perform my job easily and I am able to complete tasks without any issues. It is better than the competition.
What do you dislike about the product?
I think it is difficult to customize communications to my customers because I want to do specific and it will not allow to do that without a lot of configuration
What problems is the product solving and how is that benefiting you?
It is allowing to solve business problems with my department and providing an all in one solution for my business unit. I benefit from increased business productivity
Servicing cloud is revolutionaizing the customer service
What do you like best about the product?
Case management process has so many out of the box features that you do not need to write any code to implement your business process.
What do you dislike about the product?
Knowledge article suggestions for case resolution is not accurate
What problems is the product solving and how is that benefiting you?
Customer servicing and case management process
Service Cloud Enables Tailored Service Experiences at Scale
What do you like best about the product?
Service cloud has allowed us to deliver personalized and tailored service experiences at scale. The platform is incredibly intuitive and easy to use, and allows our service reps to resolve support issues better and faster.
What do you dislike about the product?
One downside of using service cloud alone can be siloed data. It is best used for companies that already utilize other complimentary Salesforce products such as sales cloud and marketing cloud.
What problems is the product solving and how is that benefiting you?
Service cloud helps us stay live the problem of under resourcing in our service department. It allows our small team to respond to all of our customers inquiries in adequate time.
Service cloud for customer success
What do you like best about the product?
Salesforce service cloud empowers our contact center and customer success team members to centralize customer touch points and create a comprehensive customer profile.
What do you dislike about the product?
Your experience may only be as good as your own internal processes. Refining those allows service cloud to provide the best possible experience for your internal and external customers.
What problems is the product solving and how is that benefiting you?
It creates a central place to track internal work units as well as customer contacts and touchpoints.
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