Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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Service Cloud Case management and Einstein features are amazing
What do you like best about the product?
Einstein Case Classification is amazing along with Omnichannel. There has been awesome improvements recently to the case mangement bringing in AI which as allowed for auto resolution of cases fast and efficient manner. The CRM Analytics dashboards showing the cost savings are amazing as well.
The Einstein Knowledge article recommendation has done wonders for the service team I worked for. It is fairly easy to setup these tools to enhance the customer support experience.
We usually have few hunderd cases a day and to optimise the investment of having too many support engineers, we had to look for these optimisations and it has done wonders.
The experience cloud sites with Einstein bots are amazing as well. They deflect most of the customers and has tremendously decresed the load on the support team.
The Einstein Knowledge article recommendation has done wonders for the service team I worked for. It is fairly easy to setup these tools to enhance the customer support experience.
We usually have few hunderd cases a day and to optimise the investment of having too many support engineers, we had to look for these optimisations and it has done wonders.
The experience cloud sites with Einstein bots are amazing as well. They deflect most of the customers and has tremendously decresed the load on the support team.
What do you dislike about the product?
There were issues while implementing the omnichannel especially the custom routing. It would have been amazing if there was more documentation on it and a bit more support. The Einstein bot's functioning has been a bit of a black box but it has increasingly been transparent.
What problems is the product solving and how is that benefiting you?
Service Cloud helps in identifying and fixing customer's troubles in using our products and services efficently. It helps with self serve for customer and also enhances the shared knowled of our customer service reps thus allowing for a consistent response to all customers according to their needs.
Unlimited options
What do you like best about the product?
Upsides are unlimited options to customize your service and input an insurmountable amout of data. I use this service every day in my job. I am able to integrate my CMS, data collection, and email to case with just a click here and there.
What do you dislike about the product?
It take a bit of background knowedge for someone who doesn't know coding, soft coding, or a ton of background tech information.
What problems is the product solving and how is that benefiting you?
data tracking
Enhancing the student experience
What do you like best about the product?
The ability to have a platform that sees a students progression is a invaluable tool. The ease to communicate with individuals provides great customer support and tracks it all in one place. Automation is key which helps to ensure timely messages.
What do you dislike about the product?
Downsides are that there are some limitations to some things when it comes to customazation. Not all things can be changes and with more than one college all is standard.
What problems is the product solving and how is that benefiting you?
Helping to message out to thousands of students and the automation is saving time and people power.
I have been using SFDC Service Cloud since 2015 and it has always Wowed me with its features.
What do you like best about the product?
I liked email to case function, Queue management, Escalation rules and so on...
What do you dislike about the product?
Everthing seems pretty cool so far.Let me try Agentforce and will get back
What problems is the product solving and how is that benefiting you?
It helped me with IVR project , Debt managment project , LMS tool management, Customer Portal managment.
Does Everything We Need
What do you like best about the product?
Salesforce Service Cloud has been a great addition to our toolkit, especially omni channel. Being able to route inquires and cases to different queues and teams via flows opens up a ton of customization. We love it.
What do you dislike about the product?
Salesforce knowledge is a bit cluncky and lacking as far as we're concerned and doesn't get much use.
What problems is the product solving and how is that benefiting you?
It solves our case management and queue routing which allows us to service the client better
Service Cloud
What do you like best about the product?
It is the most usefirendly product i have everseen. It offers a complete package to serve your servicing needs.
What do you dislike about the product?
It has noting to dislike. I have not seen anything yet.
What problems is the product solving and how is that benefiting you?
All our end to end customer quesries and servicing related actions
Efficient and Powerful Customer Service Solution
What do you like best about the product?
I've been using Service Cloud for over a year, and the experience has been exceptional. These tools have transformed how our team manages customer service and field operations.
Service Cloud:
It offers a comprehensive, easy-to-use platform for managing customer interactions. The case management features ensure that nothing slips through the cracks, and the automation tools save our team a lot of time. We can quickly gather customer information, resolve issues efficiently, and provide personalized service, improving customer satisfaction. The reporting and analytics features also help us track performance and continuously improve our processes.
The product has helped us streamline our operations, improve team efficiency, and provide better customer service. I highly recommend Service Cloud for any organization looking to enhance their service capabilities.
Service Cloud:
It offers a comprehensive, easy-to-use platform for managing customer interactions. The case management features ensure that nothing slips through the cracks, and the automation tools save our team a lot of time. We can quickly gather customer information, resolve issues efficiently, and provide personalized service, improving customer satisfaction. The reporting and analytics features also help us track performance and continuously improve our processes.
The product has helped us streamline our operations, improve team efficiency, and provide better customer service. I highly recommend Service Cloud for any organization looking to enhance their service capabilities.
What do you dislike about the product?
The ability to summarize a service ticket and just get a quick summary for handover to other teams is missing.
What problems is the product solving and how is that benefiting you?
help streamline customer support ticketing
Salesforce Service Cloud from the perspective of a System Administrator
What do you like best about the product?
Ease of use, Ease of Implementation, Customer Support, Object Oriented,
What do you dislike about the product?
Would like to have the tools interact with modeling tools for object models and data models
What problems is the product solving and how is that benefiting you?
Tracking and Knowledge Base for Our Customer Service Division
Salesforce CRM
What do you like best about the product?
Customizability & Flexibility. The level of customization allows for tailored workflows, custom fields, automations, and reports that are specific to our team.
What do you dislike about the product?
There is a learning curve due to it's massive amount of features and customizability. The system almost requires experienced admins or users to set up and train. While the system does not rely on it, integration is the fuel that allows the system do work to it's fullest.
What problems is the product solving and how is that benefiting you?
Centralized customer history, and better team collab allowed for more efficient responses and thoughtful responses to our customers without sacrificing service.
A must have tool for every company with a service department
What do you like best about the product?
Great tool for managing both internal and external cases. It allows our service teams to collaborate on customer cases and helps ensure we hit our SLA and milestones. Besides streamlining our internal service delivery processes, it also provides valuable insights for our sales and customer success teams, which help drive pipeline and upsell opportunities with our existing customers. Love how it seamlessly integrates with the rest of our CRM.
What do you dislike about the product?
Not much in terms of downside. It comes loaded with a lot of functions and features, which, truthfully aren't being fully utilized at our current company size at the moment but can see us leveraging more as our company grows.
What problems is the product solving and how is that benefiting you?
Service Cloud helps improve and automate processes for our internal service teams, which as a result, helps streamline how quickly we're able to respond to and resolve our customer cases.
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