Agentforce Service
Salesforce, Inc.External reviews
7,030 reviews
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The ideal case management software
What do you like best about the product?
All of our users are salesforce power users, and therefore, but I like best about service cloud is that I can use data that exists in our Salesforce platform to help resolve. Any questions case submitters may have. I particularly appreciate the fact that I can create custom case, assignment rules, and route, choose the relevant agents who are best suited to handle requests. Additionally, I think what I like. Best about service cloud is that Salesforce is creating so many new technologies, such as agent force that will help me leverage all of the support functionality Salesforce is known for using AI , thus reducing the amount of time spent on requests.
What do you dislike about the product?
I think sometimes I would like to call outside databases for information that is relevant to support request from our agents, but it's a bit complex to integrate the other platforms into service cloud.
What problems is the product solving and how is that benefiting you?
Service cloud is solving our need to support internal agents with support requests regarding salesforce. Additionally, service cloud allows us to gather feedback from our sales agents who leverage Salesforce and we use that feedback to implement new solutions that accelerate their workflow.
Service console and chatbot
What do you like best about the product?
It is the service console and the Einstein bot
What do you dislike about the product?
Entitlements and contracts are confusing
What problems is the product solving and how is that benefiting you?
Used to address end user support tickets
Service Cloud for Omni channel
What do you like best about the product?
Service cloud has a lot to offer, and I look forward to continuing to expand on available objects to surface and foster better communication with our customers.
What do you dislike about the product?
I believe we have customized a lot of how we leverage service cloud today, which makes it a bit difficult to pull out ir leverage AI to present the most useful information to our customers without heavy enhancements.
What problems is the product solving and how is that benefiting you?
Enabling the field service teams with inquiry management and case management.
Crm manager
What do you like best about the product?
Very easy to manage cases and close backlog
What do you dislike about the product?
There is nothing i dont like about service cloud
What problems is the product solving and how is that benefiting you?
Customer cases
Full support for cc ops
What do you like best about the product?
The operator console is highly configurable
What do you dislike about the product?
User interface with limited brand elements able to be personalised
What problems is the product solving and how is that benefiting you?
It is the Cc operator console
A core tool for support Time to resolution reduction
What do you like best about the product?
A single comprehensive workbench for our support team. Easily integrated to the new AI offering to allow for e2e support views of customer engagements in support.
What do you dislike about the product?
The fact that the knowledge search is still limited to Salesforce KBs only and does not support unstructured sources
What problems is the product solving and how is that benefiting you?
Allowing our support team to have a seamless view of all customer touch points and data needed to resolve their issues.
Customer 360
What do you like best about the product?
What I like best about Salesforce Service Cloud is its comprehensive suite of tools designed to enhance customer support and service efficiency. The platform’s integration of AI-driven features, such as chatbots and automated workflows, streamlines case management and improves response times. Additionally, its centralized system provides a 360-degree view of customer interactions, allowing support teams to deliver personalized and consistent service. The flexibility for customization and integration with other Salesforce products further enhances its effectiveness in meeting diverse business needs.
What do you dislike about the product?
From an admin perspective, the main dislikes about Salesforce Service Cloud are its complexity in initial setup and configuration, which can be time-consuming and require a steep learning curve. Additionally, the platform’s extensive customization options can lead to challenges in managing and maintaining the system efficiently.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps by streamlining case management and automating workflows, which is crucial for our support team that handles a high volume of cases. It enables efficient tracking, prioritization, and reporting of customer support issues, ultimately enhancing team productivity and improving customer service outcomes.
Dreamforce 2024
What do you like best about the product?
Having information in one place for reporting and faster customer service
What do you dislike about the product?
You must purchase so many add ons to make it work. I wish there was a bundle
What problems is the product solving and how is that benefiting you?
Having data readily available for our statewide team
It’s a great tool that can help you see your customer from different angles
What do you like best about the product?
Robust case management and the ability to see a complete picture of your customers in one location
What do you dislike about the product?
For my use case field service lightning is not very helpful because it's not applicable to our business unit
What problems is the product solving and how is that benefiting you?
Allows us to track our client, concerns and report on those to see historical trends
CRM that can be created without coding
What do you like best about the product?
There is already something basic, so there is no need to make it, and it is easy to cooperate with CTI.
What do you dislike about the product?
There are few logs according to the standard.
What problems is the product solving and how is that benefiting you?
A license fee is required, but you don't have to develop a softphone that is difficult and difficult to maintain.
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