Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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External reviews are not included in the AWS star rating for the product.
Great all-round service product primed for an AI revolution
What do you like best about the product?
Service cloud has a breadth of capabilities that make for a very well-round case management product. Robust APIs provide modern case management integration capabilities across enterprise platforms. Einstein Copilot and AgentForce capabilities are about to augment and improve agent experience as well as the resulting customer satisfaction. Service Cloud also supports a Setup Assistant to easily get started and configured for production use. AppExchange products provides the ability to extend native service cloud capabilities with additional features.
What do you dislike about the product?
Costs should be considered when rolling out the product. Considerable planning is required to implement guardrails and governance to avoid tech debt.
What problems is the product solving and how is that benefiting you?
Providing an employee and customer help center and abilities to expand with self-service help features.
Service cloud
What do you like best about the product?
I love service cloud because it helps me a lot in customer service.
What do you dislike about the product?
I would tell you that I like everything, there's little to improve.
What problems is the product solving and how is that benefiting you?
Customer service
Service Cloud
What do you like best about the product?
Its a complete tool which caters all service industries.
What do you dislike about the product?
Don't have any particular issues or concerns.
What problems is the product solving and how is that benefiting you?
It provides comprehensive service platform for contact center
Salesforce for service is one place to resolve your business objectives and your customer needs
What do you like best about the product?
Omni channel offering allowing interconnected insights and ease of use for servicing customers
What do you dislike about the product?
As a product grows into an ecosystem it gets complex. There are certain aspects such as voice that needs more improvements on AI quality and customer and business insights
What problems is the product solving and how is that benefiting you?
Providing customer care to our customers
Salesforce technical product owner
What do you like best about the product?
Easy case management for agents , supervisors
What do you dislike about the product?
Experience sites are not updated as fast compared
What problems is the product solving and how is that benefiting you?
Solves easy case management
Easy and effective!
What do you like best about the product?
The east of use, from building all the way to user adoption. I also like how it can integrate with just about anything.
What do you dislike about the product?
I guess the only downside could be the pricing model
What problems is the product solving and how is that benefiting you?
Customer actions and intent mapping
Extremely user friendly
What do you like best about the product?
Agentforce provides powerful new capabilities
What do you dislike about the product?
Not well integrated w Teams and Microsoft Suite
What problems is the product solving and how is that benefiting you?
Visibility on effectiveness of service org and cx
Service cloud to rescue
What do you like best about the product?
I like the case management piece of service cloud as it helps us with an efficient way of handling cases based on priority, workload of agents and their skills, automatically routing them to resolve issues.
What do you dislike about the product?
I think with the agentforce, we will see some help related to minimizing the human involvement which is one of the things I feel we need improvement on as we have a lot of workload. Also, we are working to solve the issue with integrating data across orgs but that seems to be a generic thing for now.
What problems is the product solving and how is that benefiting you?
We are able to streamline our case management process and also been able to support our customers better with all the information available to the agents.
A whole department now has tracking capabilities.
What do you like best about the product?
Being able to log any issue as a case and track the history of it.
What do you dislike about the product?
There are limitations with Omni channel with how many items can go through it.
What problems is the product solving and how is that benefiting you?
Tracking of customer issues and in house issues. It's giving our agents easier views on issues.
Great CRM capabilities and functionality
What do you like best about the product?
Integrated capabilities with the multiple customer touchpoints and many types of knowledge.
What do you dislike about the product?
I would like to see more out of the box reporting capabilities.
What problems is the product solving and how is that benefiting you?
Briad view of the customer experience
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