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.
I have around 3 year of experience in service cloud
What do you like best about the product?
I personally in service cloud like account management, case management, flows, Einstein Chatbot, SLA, milestone, micros and knowledge articles it's awesome features to improve the client productivity.
What do you dislike about the product?
As per my knowledge all good not feel like any dislikes about service cloud all features are very awesome and helpful to the client
Thanks you salesforce for making incredible product.
Thanks you salesforce for making incredible product.
What problems is the product solving and how is that benefiting you?
It is very helpful for our clients like the response time while Einstein chatbot means live agent communication to the customer, and provide a streamline support to their customers, provide the lead management and their services.
I have 4.8 year of experience in Salesforce service good. It is the good experience to work.
What do you like best about the product?
Below are the few things which I personally like
Einstein Chatbot
Acknowledge management/Article
Case management
Digital engagement
SLA and milestone
And service cloud pre built functionality.
All those things help client to streamline their work and increase the productivity.
Einstein Chatbot
Acknowledge management/Article
Case management
Digital engagement
SLA and milestone
And service cloud pre built functionality.
All those things help client to streamline their work and increase the productivity.
What do you dislike about the product?
As of now I did not find regarding this, all very awesome.might be there is something but have not gone through this. So as per my experience all are good.
Thanks for giving this opportunity.
Thanks for giving this opportunity.
What problems is the product solving and how is that benefiting you?
For providing a steamline customer support and thier response time and pre built functionality like case management, Einstein chatbot, and account lead management
It was very easy to operate the menus and the cloud connectivity was awesome
What do you like best about the product?
File upload speed to download , both was very fast. Chatter features is also good.
The best thing about cloud was the instant uploadation to the server. Triaging features were also good. The chatter options which was BEST i can talk to anyone of the client just be searching the name with great features of formatting also and tagging others also
The best thing about cloud was the instant uploadation to the server. Triaging features were also good. The chatter options which was BEST i can talk to anyone of the client just be searching the name with great features of formatting also and tagging others also
What do you dislike about the product?
Auto logged out when away for the desktop even for 1 hrs that is very less and should be option according to the workload
What problems is the product solving and how is that benefiting you?
I can communicate easily with differenet clients just be searching the name in chatter
Best CRM tool there
What do you like best about the product?
I uses salesforce on daily bases as I'm working as a senior client support analyst. It is easy to use and very helpful to get reports as well. East to track cases also.
What do you dislike about the product?
I would say it is bit complicated to understand at first. Sometimes the connection get disconnected as wel. When lightning version came all got changed and had to start over.
What problems is the product solving and how is that benefiting you?
I use salesforce for case management where clients will raise cases and i'll be working on them. It is very effective to handle clients concerns through salesforce.
Power full Digital Enggagement tool
What do you like best about the product?
Wonderful experience with digital engagement provides smooth connections with customers from social media platforms.
1. WhatsApp
2. Live Web Chat
1. WhatsApp
2. Live Web Chat
What do you dislike about the product?
Sometimes for new users product adoption is a bit challenging on UI point of view.
What problems is the product solving and how is that benefiting you?
360-view connection with customers increases the efficiency of agents working in comparatively less time.
Awesome
What do you like best about the product?
The service cloud have many pre build functionalities that make the work easier and reduce time and efforts. The best part of service cloud that I like is the automated case management.
What do you dislike about the product?
As there are no limitations in service cloud but one I found is there are pre build configuration but sometimes it is not possible to use it easily, it can be simplified easily or help documents should include extra detail
What problems is the product solving and how is that benefiting you?
Live chat is one of the best functionality and the other is Omni channel which helps in case assignment and easy handling of cases. Service cloud case to email is also good
Excellent point to click tool available in market
What do you like best about the product?
The entitlments and milestones is the best feature. The einstien bots is a great feature too. Another more importnat feature that I love is their lightning dashboard those are interactive. Very great product indeed.
What do you dislike about the product?
I do not think there is anything to point out for, but the UI can be changed for good. Now a days the Generative AI is gathering market that also can be taken into account.
What problems is the product solving and how is that benefiting you?
its point and click so the time to market is subtaintially respected compared to other products. Highly interactive case lifecycle management and milestones helps the SLAs to be respected
Super customizable and easy to build any service process your business needs
What do you like best about the product?
different ways of case creation automations and entitlement and milestone features, knowledge management
What do you dislike about the product?
eventhoug its part of salescloud, the out of the box quote management functionlities are very basic
What problems is the product solving and how is that benefiting you?
easy to handle customer related services through many out of the box features like, case management, knowledge management etc
Service Cloud- Salesforce
What do you like best about the product?
Best part is the 360 view it provides to the internal team on a single platform while being customer centric
What do you dislike about the product?
high level of training it requires or a dedicated resource which we also know as an admin
What problems is the product solving and how is that benefiting you?
a self service portal is helping clients manage their own grievences while having complete visibility into the problems and agents have complete visiblity into the customer prifle and their product groups to have a fluent service call
Service Cloud Management and Utilization
What do you like best about the product?
In my five years of career in Salesforce, I most like in service cloud is its console view and how optimizing all the interface is one of the best things, Second service cloud has various type of features they have provided like case management, lead management, Email messaging, automated assignment process, escalation rules, Omni channel, Live agent, call center support for CTI integration, knowledge Management and it delivers the good customer experience
What do you dislike about the product?
There is only some limitation on the service cloud in web-to-case there is only 5000 case in 24 hours and the second rich text area field does not support the web-to-case in live agent, no critical wait alert times, cannot transfer the files etc
What problems is the product solving and how is that benefiting you?
We are working with Amazon computer telephony integration with the salesforce service cloud and It has the feature to integrate with the CTI adapter, the Call center integrates salesforce with a third-party computer telephony integration system and after the CTI adapter program is installed on the salesforce machine the user experience is very awesome we noticed by using Softphone which making calls smoothly, receiving calls smoothly without interruption, transferring calls and generating call logs etc and this has also we done customization that calls recording store into contact object related task/activities and it has improved our social customer service as well.
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