Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Versatile Case Management with Room for Improvement
What do you like best about the product?
Case management is versatile and can be applied to a wide range of use cases. Incorporating predictive routing would help us minimize unnecessary handovers.
What do you dislike about the product?
Its versatility makes it susceptible to abuse.
What problems is the product solving and how is that benefiting you?
When we onboard new partners, many stakeholders become involved in the process. Having case management integrated within Sales has truly been a game changer for us, as it enables better orchestration and coordination.
Love service cloud!
What do you like best about the product?
We use it to integrate with Zendesk currently but are hoping to make the full switch in the future
What do you dislike about the product?
Ease of use and simple access to crm data
What problems is the product solving and how is that benefiting you?
Nothing really yet
Great Prebuilt Features, but Setup Can Be Complicated
What do you like best about the product?
Prebuilt capabilities like status path and SLAs
What do you dislike about the product?
Complicated setup eg entitlement processes and milestones
What problems is the product solving and how is that benefiting you?
Helps classify, track and resolve users enquiries
Great Omnichannel Case Management, but Service Console Needs Improvement
What do you like best about the product?
Omnichannel easy case management, sla management
What do you dislike about the product?
Service console and lack of cusumiszation
What problems is the product solving and how is that benefiting you?
Case management and service rep case assignment
Exciting Integration of Agentforce and Tableau
What do you like best about the product?
It was a very exciting combination of Agentforce and Tableau.
What do you dislike about the product?
There was a lot of conflicting information, and there was a lot of information I didn't know. For example, there was transportation to and from the concert.
What problems is the product solving and how is that benefiting you?
They fulfill the detailed requests of customers and play a role in promoting business. In particular, they have many real estate-related clients and are very satisfied with their services.
Great Email to Case Feature, No Major Dislikes
What do you like best about the product?
Email to case is really helpful along with Omni channel routing
What do you dislike about the product?
I wish more features were included with sales cloud
What problems is the product solving and how is that benefiting you?
We only use limited features that we have through sales cloud
Great Omni-Channel Routing, but Web to Case Lacks Attachments
What do you like best about the product?
Omni channel routing and web to case with the next best action
What do you dislike about the product?
Web to case don't have the attachments and that is a big no
What problems is the product solving and how is that benefiting you?
They are empowering our service reps on the overall case management with the entitlement process
Works Well with Clients, but Needs More Integrations
What do you like best about the product?
It works perfectly with our clients. Really nice
What do you dislike about the product?
Is all good. Sometimes it needs more integrations
What problems is the product solving and how is that benefiting you?
Helping customers
Love SF!
What do you like best about the product?
Easy to build and iterate. The move to Agent force 360 has been a game changer.
What do you dislike about the product?
Sandbox refreshes. Our org is dealing with a lot of tech debt so not any issues with SF itself.
What problems is the product solving and how is that benefiting you?
Implemented a quality scorecard that massively increased the amount of data for customer insights.
Great Centralized Sales Data Platform
What do you like best about the product?
Single data touch point for all sales data.
What do you dislike about the product?
I dont use enough salesforce to provide this information
What problems is the product solving and how is that benefiting you?
Being able to obtain support when needed
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