Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Service Cloud to the Rescue!
What do you like best about the product?
Not sure where we'd be without it. Case management is key to customer success.
What do you dislike about the product?
Limitations on gathering survey results. Why make us pay?
What problems is the product solving and how is that benefiting you?
Tracking customer feedback and issues.
Enables our Service Reps to record each touchpoint with a customer via Case management
What do you like best about the product?
Case Management to documents each customer interaction.
Integration with AWS, which we use to pre-authenticate clients via automated voice system so that our reps can immediately start helping the client when our reps accept the call.
Integration with AWS, which we use to pre-authenticate clients via automated voice system so that our reps can immediately start helping the client when our reps accept the call.
What do you dislike about the product?
Our reps don't like the email integration between Outlook and SF Cass. They are so used to using the Outlook UI and find themselves restricted by the SF email feature. For instance, they would like to be able to pop out the email composer window in a separate window. Also, they complain that it is difficult to stay organized within SF regarding to their emails.
What problems is the product solving and how is that benefiting you?
Ability to 360 view. Incoming requests can be assigned to. Queue and then our team members pick up the work based on their availability. Also, allows us reporting on the various Subjects customers contact us about.
Easy to use!
What do you like best about the product?
It is very user friendly and easy to onboard
What do you dislike about the product?
External integrations take a lot of time and effort
What problems is the product solving and how is that benefiting you?
Managing our customer service income calls
Love Service Cloud!
What do you like best about the product?
Service cloud makes the service interactions transparent! It's so easy to quickly get caught up with a cases history!
What do you dislike about the product?
Not enough analytics around service and knowledge articles. Not enough emphasis on the fact that salesforce as a platform is for service teams also.
What problems is the product solving and how is that benefiting you?
Case patterns, training opportunities for clients
Turn your Service into new Revenue Opportunities
What do you like best about the product?
Service Cloud in conjunction with the automation capabilities you can empower efficient and efficient data capture of services performed for customers. Service resources are a rich source of leads and can identify opportunities for repeat or new business. Quickly generate new opportunities while recording service calls.
What do you dislike about the product?
Nothing I can think of. Do not be limited by lack of ideation. Think big and push the platform to support the vision.
What problems is the product solving and how is that benefiting you?
Through capturing customer service requests, we develop historical data to understand customer needs, sentiments, staffing challenges and insights to improving our services.
A entire universe of features for you to use
What do you like best about the product?
The main deal with salesforce service cloud is that it make possible to automate and provide agents with useful info so you can drive a amazing experience for the customers and inside the company have connected data so every team in company can know what's happening with the customer and how can we serve and offer solutions the better way.
What do you dislike about the product?
of course this many features make it really complex and starting to map process to migrate to salesforce if a big deal, but with the right team you can do it and after that you will get the most of Salesforce!
What problems is the product solving and how is that benefiting you?
the break on data because of the use of multiple or several softwares across company, and the most magical it's that we can adapt salesforce to our needs in a easy way.
One shop solution for all your Customer Success need
What do you like best about the product?
Everything is so seemlessly integrated under one roof whether it's checking the SLAs, setting up Escalation rules, seeing the real time data on Supervisor dashboard or supporting Agents through Knowledge Articles.
What do you dislike about the product?
Case Management can become really tricky if not configured properly by experienced Salesforce Consultants after carefully understanding and considering business requirements. So, that needs to be taken care when choosing Service Cloud as a solution.
What problems is the product solving and how is that benefiting you?
Several aspects of Customer Support, an integration to telephony system, Case management and meeting SLAs have been some of the key areas. Service Cloud defintiely helps any business to improve the revenue and manage a happy customer
Service Cloud is great overall
What do you like best about the product?
Integration capabilities. CTI. We use Amazon connect for phone pop.
What do you dislike about the product?
Service Cloud Voice has been very difficult to integrate for our environment.
What problems is the product solving and how is that benefiting you?
Tracks all engagement with our customers including calls and emails but not yet chat.
Game Changer for Service Organizations
What do you like best about the product?
Service Cloud has revolutionized how we interact with and support our customers. We've unified CRMs over the past few years to one Service Cloud instance. We've leveraged live chat, Salesforce Knowledge, and launched Experience Cloud. Now our customers and our service agents get the information they need, exactly when they need it.
What do you dislike about the product?
I wish we had more SF admins in our company to implement all the great features of Service Cloud we want to implement.
What problems is the product solving and how is that benefiting you?
Getting the data to our agents and customers exactly when they need it. Agents get real time answers and contribute to knowledge which increases productivity.
Proud to support public sector client Salesforce Service Cloud
What do you like best about the product?
Service cloud console brings everything you need to a single screen at the fingertips of the user make it easier to support their clients.
What do you dislike about the product?
It isn't growing fast enough. I mean service cloud is growing at lightning speed. But, I'm always looking for ways to develop applications better and faster for our public sector clients. More and more automations and now AI is picking up speed. We are reviewing road maps of so many exciting future functionality. I'm excited and want it now! Who wouldn't?! The smiles on my clients' faces caused by this amazing technology solving their problems is why I love my job!
What problems is the product solving and how is that benefiting you?
It provides a base template for us to build a console based custom application for our public sector applications and a platform for The support Teams of these applications.
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