Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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Functionality and Connection
What do you like best about the product?
Data connection, agility, and connection for everyday life
What do you dislike about the product?
Functionality for the sales team is complex
What problems is the product solving and how is that benefiting you?
The greatest benefit is in fast data
Boosts Efficiency with Automated Case Management
What do you like best about the product?
I love how resources on Trailhead, such as use cases and step-by-step guides, simplify the setup process. Automated case classification and routing enhance our efficiency, leading to faster customer solutions. Einstein's features, like knowledge suggestions and email drafting, streamline our operations. The seamless integration with Salesforce and robust reporting functionality are invaluable.
What do you dislike about the product?
N/a
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management and tracking, which enhances my team's efficiency and speeds up customer solutions with features like automated case classification and routing.
Intuitive UI and Useful Features, but Needs More Basic Customization
What do you like best about the product?
Very useful for building out functionality for our agents, intuitive UI
What do you dislike about the product?
Customization needed for some basic features
What problems is the product solving and how is that benefiting you?
Contact center for agents
Helpful Features for Customer Support, but Platform Can Be Complex
What do you like best about the product?
I appreciate the quick and helpful features that assist with resolving customer issues.
What do you dislike about the product?
In some situations, our teams have found the platform to be overly complex, which has posed certain challenges.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is instrumental in supporting our case management processes. With a high volume of cases each day, the platform has been valuable in helping us optimize our workflow.
Real-Managing service requests on the goTime Service Requests: Convenient Yet Challenging
What do you like best about the product?
Managing service requests on the go in real time. Proving support to service personnel when needed.
What do you dislike about the product?
Managing service requests on the go in real time. Takes a lot of time to set up automations without Agentforce.
What problems is the product solving and how is that benefiting you?
Service request
Streamlined Case Management with Seamless Integrations
What do you like best about the product?
I find Salesforce Service Cloud incredibly valuable for its omnichannel case management capabilities, which include integration with different communication channels like phone, email, chat, and social media. This functionality allows me to handle customer service efficiently. I also appreciate the service's out-of-the-box features that provide instant functionality without hassle, making the setup process smooth and swift. The platform's ease of integration with telephony software like Genesys and Amazon Connect is beneficial for my business needs. Additionally, the tool saves significant time, and its case management system is unmatched in contact centers.
What do you dislike about the product?
I would like the total cost of ownership for Salesforce Service Cloud to come down.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for seamless case management in contact centers, integrating multiple channels like phone, email, chat, and social media for instant customer service, enhancing my professional expertise.
Simple to Use, but Initial Setup Needed
What do you like best about the product?
Easy to use after set up and takes internal policies
What do you dislike about the product?
Some set up required which may require partnering across teams and elongate cycle
What problems is the product solving and how is that benefiting you?
Answering more calls faster to enhance user experience
Great Customization Options for Business Needs
What do you like best about the product?
We can customize to our businesses and to our necessites
What do you dislike about the product?
Sometimes is complex to the sales team use
What problems is the product solving and how is that benefiting you?
Agilite to the customer service and centralize the team in one plataforma
Great Omnichannel Routing, But Skill-Based Routing Needs Improvement
What do you like best about the product?
Omnichannel routing. I love the way queue based routing
What do you dislike about the product?
Skill based routing. I think it has good potential but it needs lot of improvement
What problems is the product solving and how is that benefiting you?
It is helping us a lot for better customer care service. We are using queue based omnichannel for better case routing
Great Salesforce Integration, but Platform Updates Are Hard to Track
What do you like best about the product?
Natively integrated to my Salesforce ecosystem and the out of the box data model to support customer care operations.
What do you dislike about the product?
Evolution of the platform and needing to crawl release notes to understand the latest and greatest features.
What problems is the product solving and how is that benefiting you?
Case deflection, AI driven triage, case updates, full lifecycle case management
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