Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Amazing product
What do you like best about the product?
The product has a great feature set
The automation and integration capabilities help enhance support service levels
Helped us to improve customer satisfaction
Better CRM apps than competitors
The automation and integration capabilities help enhance support service levels
Helped us to improve customer satisfaction
Better CRM apps than competitors
What do you dislike about the product?
Expensive product, cost of licenses continues to rise
Heavy configuration required
A bit of a learning curve to understanding the Salesfoce ecosystem as a whole
Heavy configuration required
A bit of a learning curve to understanding the Salesfoce ecosystem as a whole
What problems is the product solving and how is that benefiting you?
It helps us speed up the resolution of customer support cases, even when working remotely, by giving your agents access to all the activity, answers, and information they need through Service Cloud.
Also, the “Omni-Channel Presence and Routing” feature allows businesses to route work efficiently based on priorities rather than relying on agents to select work from queues manually.
Also, the “Omni-Channel Presence and Routing” feature allows businesses to route work efficiently based on priorities rather than relying on agents to select work from queues manually.
Flexible tool that helps our service teams
What do you like best about the product?
Service Cloud helps our service teams stay on top of the needs of our customers. It's easy to customize in order to fit the needs of our team members and the use cases. We can use out of the box features that are easily configured by our admins
What do you dislike about the product?
Nothing specifically about Service Cloud. We have sales teams in service cloud so we are using some of the ootb sales objects but we have a lot of custom objects to do other sales related work.
What problems is the product solving and how is that benefiting you?
It's our main point of contact with our clients. We use it for cases and managing relationships. It helps our teams stay organized and be more responsive in a timely manner
Good with some customizability
What do you like best about the product?
Great tracking of information, easy to track case statuses and split up different case types.
What do you dislike about the product?
Case interactions with chatter does not work well. Controlling chatter case email notifications and our experience site.
What problems is the product solving and how is that benefiting you?
Live chat used to replace phone support and cuts down a lot of unnecessary calls.
Service on
What do you like best about the product?
Useing case and camps along with emails.
What do you dislike about the product?
The cost. It shouldn't cost so much money
What problems is the product solving and how is that benefiting you?
All of our cases are managed in one places
Salesforce Service Cloud empowers us to provide excellent service
What do you like best about the product?
It provides a great foundation to put in a basic ticketing system while providing endless opportunities to grow
What do you dislike about the product?
It does take investment to setup if you want to get into advanced features.
What problems is the product solving and how is that benefiting you?
We use it to track all our interactions in a central spot.
Service Cloud
What do you like best about the product?
The service cloud allows users to maximize their time to help customers
What do you dislike about the product?
Managing the servixe cloud as a solo admin can be challenging at times
What problems is the product solving and how is that benefiting you?
We are able to manage our clients in a more efficient way
12 Fabulous years on Salesforce
What do you like best about the product?
Knowledge, Customer Data and Service data all imbedded in the same service solution is a GAME CHANGER. I've managed teams using dispersed systems in the past and am so grateful to be able to use a unified system for Service all within Salesforce.
What do you dislike about the product?
Companies underestimate the ROI on using Salesforce and investing the proper resources into the system. Putting the proper resources behind Salesforce will be revenue generated.
What problems is the product solving and how is that benefiting you?
The knowledge base imbedding alongside the chat and case documentation is a game change. Reporting on Knowledge is imperative to help improve our products. The knowledge product is the key.
It has transformed the business
What do you like best about the product?
We were previously using another product. Having the ability to engage our customers, track service history and products used have been a game changer for us.
What do you dislike about the product?
Just the customization the the ghant view in the console.
What problems is the product solving and how is that benefiting you?
Transparency within the business. Our representatives were performing extra work after shift changes. Service cloud has eliminated this issue
It's a DREAM!
What do you like best about the product?
Salesforce Service Cloud is a game-changer for customer support. Its intuitive interface, robust features, and seamless integration make it a top choice. It streamlines communication, boosts efficiency, and elevates customer satisfaction. A must-have for any business committed to delivering exceptional service.
What do you dislike about the product?
Some users need more training than others, but that's not the platform's fault.
What problems is the product solving and how is that benefiting you?
It gives all users a 360 view of our prospects and current customers.
Consistent and powerful
What do you like best about the product?
We love cases. It helps our teams keep on top of everything and work as a team in a smooth process.
What do you dislike about the product?
Lots of clicks but understandable given all the info and analytics.
What problems is the product solving and how is that benefiting you?
Keeping track of issues with clients as well as just normal processes for our workflows
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