Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Ecu service cloud review
What do you like best about the product?
All customer data is in there accessible to all users in our organisation.
What do you dislike about the product?
That you can't change categories for one team without changing it for all
What problems is the product solving and how is that benefiting you?
Manage customer interactions through all channels (besides voice)
E2E solution at its best
What do you like best about the product?
Ability to serve customers effectively and efficiently.
What do you dislike about the product?
Lincensing costs impact internal politics
What problems is the product solving and how is that benefiting you?
Case management solutioning
Amayzing
What do you like best about the product?
The service console boost the productivity of any user.in addition the level of customization ist just amazing and fits the processes of every customer needs so far.
What do you dislike about the product?
Field service overall and especially field service mobile flows are just a pain. I wish there is a way to have a look inside of the scheduling logic in depth. This would be very helpfull
What problems is the product solving and how is that benefiting you?
Salesforce is perfect to streamline all important information directly to the user. Due to flow automation rnoyying work steps can be handled automatically and the user can concentrate on the important tasks
Looking forward to self service capabilities
What do you like best about the product?
Allows agents to have information while speaking with customers
What do you dislike about the product?
That you have to purchase experience cloud as an addition for self service
What problems is the product solving and how is that benefiting you?
Attempts to arm agents with info about customer
I enjoy the ease of use.
What do you like best about the product?
It's easy to use and allows for the opportunity to customize the experience for each customer.
I also find the interface allows for quick and efficient onboarding of new employees.
I also find the interface allows for quick and efficient onboarding of new employees.
What do you dislike about the product?
I wish it was a little bit faster and prettier to look at.
What problems is the product solving and how is that benefiting you?
It is allowing us to create one touch resolutions for our customers.
Extremely strong call center and CRM applications
What do you like best about the product?
Cross platform applications
360 degree view of the customer.
Salesforce provides companies a great platform for case management and call center functionality including multi channel case management
360 degree view of the customer.
Salesforce provides companies a great platform for case management and call center functionality including multi channel case management
What do you dislike about the product?
Very little is wrong with it. While there's still some lacking functionally in telephony they make up for it with integrations and connectors.
Some more dynamic layouts would help
Some more dynamic layouts would help
What problems is the product solving and how is that benefiting you?
It's our enterprise service cloud and call center software. We use it for multiple uses including multi channel case management, customer relations and more.
Service Cloud Improved Employee Experience
What do you like best about the product?
Service cloud has improved our employee experience allowing them to quickly get info to solve cases and support customers faster and more efficiently.
What do you dislike about the product?
I would like to see future improvements for Salesforce knowledge
What problems is the product solving and how is that benefiting you?
Ability to see a customer's holistic view. Analysts can quickly see the customer's story and know what else has gone on. This allows cases to be solved faster improving customer satisfaction.
Service Cloud has helped us alot
What do you like best about the product?
Service cloud has allowed us to better understand our clients needs
What do you dislike about the product?
Nothing! We love service cloud! Very useful
What problems is the product solving and how is that benefiting you?
Service cloud allows us to understand our clients
Cases are a great way to organize our deliverables!
What do you like best about the product?
So easy to organize our workload with Salesforce native objects.
What do you dislike about the product?
None that I have found. As an Admin I have been able to configure the solutions I need.
What problems is the product solving and how is that benefiting you?
It helps me stay on top of frequently needed solutions.
Service Cloud allows you to serve your customers across multiple channels
What do you like best about the product?
Makes case management easy and allows you to engage with customers where they want to be.
What do you dislike about the product?
While it offers a large range of tools it can be be difficult to implement all of them without overwhelming users.
What problems is the product solving and how is that benefiting you?
It allows us to track customer issues and ensure that they are addressed in a timely manner to increase customer satisfaction and success.
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