Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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External reviews are not included in the AWS star rating for the product.
Great for Customer Support, but Setup Can Be Complex
What do you like best about the product?
It improves customer support with case tracking, automation, and fast access to client history.
What do you dislike about the product?
It can be complex to configure, and some features require extra training.
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues faster by automating support tasks and centralizing case data
Great Case Management and Omni-Channel Features
What do you like best about the product?
Case management and Omni channels are very effective
What do you dislike about the product?
Tracking the case and send notification automatically
What problems is the product solving and how is that benefiting you?
If it can learn the tone of the emsil
Flexible Customization with Service Cloud, but Complex for Advanced Needs
What do you like best about the product?
Service cloud allows our company to customize the platform according to our specific needs for our organization.
What do you dislike about the product?
There are certain out of the box functionality that is complicated to customize and requires in-depth development knowledge to customize it according to our organization needs.
What problems is the product solving and how is that benefiting you?
We are able to manage our case management system, which allows us to prioritize the cases accordingly and escalate cases that are high priority using the incidents object functionality.
User-Friendly Platform with Powerful AI Features and Excellent Support
What do you like best about the product?
The platform stands out for its ease of use, making it accessible even for those who are not tech-savvy. Its AI features add significant value, streamlining tasks and improving efficiency. Additionally, the knowledge base is comprehensive and helpful, providing valuable support when needed.
What do you dislike about the product?
I’m not a fan of the fact that many of the impressive AI features in Salesforce Service Cloud require additional payment. While the platform itself is excellent, accessing its top automation tools and insights means having to purchase expensive add-ons.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud enables us to handle all customer interactions from a single platform, which enhances both our visibility and our response times. Its automation features help cut down on manual tasks, and the dashboards allow us to monitor important service metrics. By integrating with CRM data, we gain a comprehensive view of each customer, allowing us to deliver more personalized and efficient support. This, in turn, leads to higher customer satisfaction and better collaboration within our team.
QA
What do you like best about the product?
Service console allows the support rep to subtab which makes navigation very easy and efficient
What do you dislike about the product?
Have better metrics in terms of reporting
What problems is the product solving and how is that benefiting you?
E2E case management solution
Service cloud
What do you like best about the product?
Strong case management capabilities to help our team
What do you dislike about the product?
Ai capabilities are not yet fully setup by default
What problems is the product solving and how is that benefiting you?
Collaboration between sales and service teams
Great Service Cloud Integration, but FSL Mobile App Needs Improvement
What do you like best about the product?
Service cloud is best with field service and service appointment objects
What do you dislike about the product?
FSL mobile app data limitation to fetch service appointments for longer duration is not up to the mark
What problems is the product solving and how is that benefiting you?
Service appointment scheduling is easy and resource assignments are made simpler with new gantt color layouts
Great for Discovering Automation Use Cases with Agent Force
What do you like best about the product?
Knowing about the uses cases to automate with agent force
What do you dislike about the product?
One thing I would like to know is how it integrates seemlessly with other tools like genesys or Cisco
What problems is the product solving and how is that benefiting you?
Resolving user issues or inquiries.
Getting information on the products or purchases
Getting information on the products or purchases
Seamless Integration and ServiceCloud Voice Are Standouts
What do you like best about the product?
Seamless integration with other clouds, plus the more recent addition of ServiceCloud Voice
What do you dislike about the product?
Limitations with CCaaS integrations. Recent upgrades to ServiceCloud Voice with BYOT partners are encouraging but still not fully baked.
What problems is the product solving and how is that benefiting you?
Linking customer records with service and warranty cases and claims. The addition of SCV has allowed us to integrate with our CCaaS so that records are automatically linked when a customer calls in.
Great Omnichannel Experience, RCA downstream on Service
What do you like best about the product?
Omni channel is a great feature how ease it is to set up service could with Salesforce cpq for entitlements
What do you dislike about the product?
Not a dislike. Needclarity on how RCA and service cloud would work together in terms of entitlement. Not much info around this
What problems is the product solving and how is that benefiting you?
Customer support and knowledge center
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