Agentforce Service
Salesforce, Inc.External reviews
7,030 reviews
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Salesforce service cloud for airline industry
What do you like best about the product?
It simplifies the effort it takes to gather all the customer enquiries, regardless of the origin channels. Robust tools like omni channel and flow are also provided to properly route the cases even if the business requirements are non trivial. Thumbs up.
What do you dislike about the product?
The ease of use also enables misuse when used without much thought, so now we have an account object that is bloated with similar data. It will be good to have recommendation on how to best manage an object on a given scenario.
What problems is the product solving and how is that benefiting you?
Almost the entire end to end process of a customer wanting their enquiry or issue to be resolved in a prompt manner. By giving us tools that easily customise to business needs, we can implement new enhancements fast
Great way to do cost to serve
What do you like best about the product?
It's a fantastic way for us to finally do cost to serve for segmented customers.
What do you dislike about the product?
You can't become quite expensive with the needed licenses
What problems is the product solving and how is that benefiting you?
It enables us to do cost to serve on segmented customers
Service cloud to help eCommerce clients on a retailer
What do you like best about the product?
I love the omnichanel integration with the service cloud capabilities
What do you dislike about the product?
Some times is difficult to simplify the UI for the agents
What problems is the product solving and how is that benefiting you?
Managing a lot of different users with different languages and managing to pass the conversations to the adequate agents
Works as well as you implement it
What do you like best about the product?
The ability to see all issues in one spot.
What do you dislike about the product?
As with any salesforce product what you get is what you. Put into it. Both good and bad.
What problems is the product solving and how is that benefiting you?
Customer issues as they pop up
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
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