Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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Great Channel Control for Digital, But Lacks Voice Channel Management
What do you like best about the product?
The control about the channels, we using to support the client
What do you dislike about the product?
don’t control the voice channel, only control the digital channels
What problems is the product solving and how is that benefiting you?
Give to our customers the way to solve problems
Great Experience with Agentforce and Telephony
What do you like best about the product?
Case management is one of the key component. Sf and AWS connect integration makes it easy to run call center operation
What do you dislike about the product?
Events and tasks that limit reporting which makes it hard for tacking
What problems is the product solving and how is that benefiting you?
Calendar efficient and patient satisfaction
Powerful Case Management, but High Initial Configuration Cost
What do you like best about the product?
Case management and automated case flows make this a must for any organization needing to track service engagements with a client or constituent.
What do you dislike about the product?
The initial configuration is pricey because of the flexibility of the product to fit any organization.
What problems is the product solving and how is that benefiting you?
I work with both Nonprofit and Public Sector clients to streamline their constituent service processes. Service Cloud is a vital piece to hundreds of my customers.
Great CRM Integration with customer relationship channels
What do you like best about the product?
The integration with customer relationship channels makes it easier for us to connect with our clients and manage support cases efficiently.
What do you dislike about the product?
At times, it is necessary to purchase a series of additional licenses to ensure everything functions properly.
What problems is the product solving and how is that benefiting you?
Previously, we struggled to manage all the emails we received from customers, which required us to dedicate a large team and spend a significant amount of time on these tasks. However, after implementing the email-to-case integration, we were able to streamline our team and handle every issue raised by customers much more efficiently.
Service Cloud: Essential for Support, but Email-to-Case Needs More Flexibility
What do you like best about the product?
Service Cloud is super useful and a needed addition for any support team. Case management is key.
What do you dislike about the product?
I wish email-to-case wasn’t restricted to just cases and can be used on custom support objects..
What problems is the product solving and how is that benefiting you?
Auto-assignment based on several factors.
Service Cloud Empowers CSAs for a Customer-First Experience
What do you like best about the product?
Service cloud allows us to create customer first experience. Allows us to provide the right information to our CSAs to easily resolve our customers issues
What do you dislike about the product?
We dont have the ability to properly track AHT when cherry picking cases. Having to customise to meet our business needs/requirements
What problems is the product solving and how is that benefiting you?
Having one place to all interactions with our customers. Giving agents all the information at their fingertips relating to a customers case/query
Efficient Centralized Customer Service Platform with Some Integration Delays
What do you like best about the product?
This platform serves as a centralized hub for managing all customer service processes. It provides a seamless user experience and improves agents' efficiency through its unified console view.
What do you dislike about the product?
There isn't anything specific to mention, but in a more complex ecosystem, the integration process can sometimes be slow.
What problems is the product solving and how is that benefiting you?
Agent force for aservice is helping to drive the transformation of next-generation contact centers. It plays a key role in enabling these advancements, supporting the evolution of customer service operations.
Great Customer View and Integration, but UI Gets Cluttered
What do you like best about the product?
Having a single view of the customer. Multiple communication channels, plus easy integration with our portal.
What do you dislike about the product?
Very easy to accrue clutter in the UI over time
What problems is the product solving and how is that benefiting you?
Delivering a managed IT service in a clear and consistent way across many customers
Valuable Insights for Customer Issues, but Low-Code Options Feel Restrictive
What do you like best about the product?
I love that I can report on customer issues and offers valuable insights to continuous learnings
What do you dislike about the product?
For low code option, it can be pretty restrictive.
What problems is the product solving and how is that benefiting you?
We use it at our College to navigate and manage customer issues
Service Cloud: Super Cool Experience, No Complaints
What do you like best about the product?
Everything about service cloud is super cool
What do you dislike about the product?
Nothing that I can say or recall to tell bad about service cloud
What problems is the product solving and how is that benefiting you?
All day to day problems
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