Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great Omnichannel Features
What do you like best about the product?
Omni channel options, UX/Ui, WhatsApp integration
What do you dislike about the product?
difficult to implement, a lot of small configurations
What problems is the product solving and how is that benefiting you?
Tickets controls, Omni channel to customer contact us
Great Multi-Channel Request Handling with No Downsides
What do you like best about the product?
Possibility to receive requests from various channels
What do you dislike about the product?
There is nothing I dislike about Service Cloud
What problems is the product solving and how is that benefiting you?
It helps us to get all the cases and communication with our customer to solve their issue
Great Experience for All, but Rebranding Is Confusing
What do you like best about the product?
Customer, partner and employee experience
What do you dislike about the product?
Rebranding of various service features from time to time.
What problems is the product solving and how is that benefiting you?
Customer is experience, brand value
Great Case Management and Routing, but Omni Channel Needs More Features
What do you like best about the product?
The case management, omni channel, email to case and and how the routing works. agent onboarding and email posts
What do you dislike about the product?
Omni channel has lots of limitations, we should have more functionality around it.
What problems is the product solving and how is that benefiting you?
I am using service cloud to handle our support for end users.
Omni Channel Routing Saves Time, but Migration to Knowledge Is Complex
What do you like best about the product?
Omni channel routing saves a ton of time and manual work from our team.
What do you dislike about the product?
Complexity of migrating to knowledge - too many steps
What problems is the product solving and how is that benefiting you?
We are able to bring client needs into our crm and show the entire customer journey
Great Automation, but Some Drawbacks
What do you like best about the product?
Automation Capability allows for seamless information sharing
What do you dislike about the product?
Can be confusing to set up platforms within the platform
What problems is the product solving and how is that benefiting you?
Helps me manage sales leads
Great for Call Centers, but Can Be Complicated at Times
What do you like best about the product?
It it awesome and helps my call centers in easy helps and guidance to customers
What do you dislike about the product?
It can be complicated at times while helping the customers and call center agents
What problems is the product solving and how is that benefiting you?
Customer support and call center
Essential tool, but customizations and extra packages frustrate
What do you like best about the product?
For us, it is an essential tool for customer management and for creating an integrated CRM.
What do you dislike about the product?
Many of the customizations, when they involve consulting, end up being more labor-intensive than actually adding value. Furthermore, the fact that we always need to purchase an additional package to evolve makes it seem like nothing is complete.
What problems is the product solving and how is that benefiting you?
The management of customer information is efficient.
Great Unified Customer View, But Lacks Sufficient AI Features
What do you like best about the product?
The most helpful part for us is being able to pull all customer contact information and account information into a single pain of view so that when service calls are initiated, we know who we are talking to and the overall customer sentiment and customer engagement that that particular account deserves
What do you dislike about the product?
Not enough AI. I wish to see more agent, force, or other AI automation made available.
What problems is the product solving and how is that benefiting you?
It allows our call center staff to be able to open up troubleshooting and brake fix work for our customers
Easy Case management
What do you like best about the product?
Managing cases is straightforward, and the system helps keep all data well organized.
What do you dislike about the product?
End user adoption for users coming from another system
What problems is the product solving and how is that benefiting you?
It helps us track customer issues and find trends
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