Agentforce Service
Salesforce, Inc.External reviews
7,030 reviews
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External reviews are not included in the AWS star rating for the product.
New Customer
What do you like best about the product?
New AI /Eibstein features being rolled out for agent efficiency.
What do you dislike about the product?
Thus far the amount of customizations required for Experience Cloud to integrate well with Service Cloud.
What problems is the product solving and how is that benefiting you?
Creating efficiency within the contact centre for agents.
It’s been amazing for real time updates
What do you like best about the product?
The fact that all work get real time updates.
What do you dislike about the product?
Sometimes there is a glitches that prevent instant updates
What problems is the product solving and how is that benefiting you?
Knowledge base articles that benefit to get issues resolved sonner
Fast efficient service process builder
What do you like best about the product?
As described it is efficient and fast process builder app for servicing any product
What do you dislike about the product?
Service cloud case routing settings needs to be little flexible
What problems is the product solving and how is that benefiting you?
Currently we are migrating to salesforce so all our account and customer information including service provided are at one place
Case management
What do you like best about the product?
It has been very helpful to manage cases of student risk behavior
What do you dislike about the product?
Everything is okay, there is nothing I dislike
What problems is the product solving and how is that benefiting you?
Identifying students with risk behavior
Agentforce is the future
What do you like best about the product?
Innovative and listens to its customers always
What do you dislike about the product?
An idea does take a long time to deliver
What problems is the product solving and how is that benefiting you?
Automated responses cutting Time to resolution
Great tool - lacks some history
What do you like best about the product?
It is a great tool for our agents to handle and manage customer and partner cases. Which for the company are very important as we drive to improve our customer's satisfaction
What do you dislike about the product?
As of the moment, it lacks proper historical storing capacity, which in our case is very crucial to understand not at a snapshot perspective, but also historic trends and customer engagement with our support teams. We have been moved to use other app exhange or different software to address this limitations
What problems is the product solving and how is that benefiting you?
It gave us the centralize tool to handle cases from any type of channels for both aour b2b and b2c customers. Having such centralization alongisde the existing view of our partners and customers in the SF platform helps us better understand our cutomers and provide better services for them
Account issue inquiry counter
What do you like best about the product?
Can accept inquiries from multiple channels such as telephone.
What do you dislike about the product?
I want the search for the inquiry source to be strengthened.
What problems is the product solving and how is that benefiting you?
Improving the efficiency and quality of inquiry response.
One-stop platform for services
What do you like best about the product?
A place where we can also collaborate with sales.
What do you dislike about the product?
I can't think of many points I dislike at this point.
What problems is the product solving and how is that benefiting you?
Complain Management
It has allowed us to operate our business at full capacity and really see consultants utilization
What do you like best about the product?
Seamless experience with using sales cloud and marketing cloud
What do you dislike about the product?
It's ease of use and seamless integration
What problems is the product solving and how is that benefiting you?
Allowing us to monitor our utilization
Service Cloud
What do you like best about the product?
Service cloud allows our service reps to capture all our customer and agent needs in one platform. Bundle that with Omni channel routing to route the most important work to the right person and your org will be super efficient in no time.
What do you dislike about the product?
Interoperability with other CTIs like Twilio
What problems is the product solving and how is that benefiting you?
We leverage email services to created cases automatically, pre populate information on the tickets and Omni channel to route work to the service reps. This saved 25% in rep efficiency when implemented.
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