Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Platform Manager
What do you like best about the product?
The functionality to do traceability for incidents, incident management
What do you dislike about the product?
Implementation cost, find people well trained is hard and the risk is exponential
What problems is the product solving and how is that benefiting you?
Helping us have correct trazability
It is amazing how much data and schema the service cloud supports
What do you like best about the product?
Everything can be captured at the overall account service level
What do you dislike about the product?
Nothing really anything. May be the price
What problems is the product solving and how is that benefiting you?
Getting holistic view of the success of the customer service org performance
Great product
What do you like best about the product?
Salesforce voice, Omni channel and agent force
What do you dislike about the product?
Not close to features in terms of external products
What problems is the product solving and how is that benefiting you?
Case management and knowledge base
Best customer service tool
What do you like best about the product?
It makes managing tickets so much easier between agents
What do you dislike about the product?
High license cost make it less affordable
What problems is the product solving and how is that benefiting you?
Queue assignment and approvals.
Service Clouds is leveraging the customer 360
What do you like best about the product?
Service Cloud allows customer service to leverage sales cloud data and allows to help customers in a much more efficient way.
What do you dislike about the product?
Master data is key, if customer master data is not mainted properly, you cannot leverage service cloud to the fullest.
What problems is the product solving and how is that benefiting you?
Questiongs on oroducts, marketing collateral, orders and invoices
Great experience
What do you like best about the product?
Automated service processes. Customization to needs
What do you dislike about the product?
Probably the storage price. It is expensive
What problems is the product solving and how is that benefiting you?
a one stop service without having multiple applications
Salesforce service cloud
What do you like best about the product?
A wide complete and centralized view for data of each customer. Best for case managements and efficient services for customers at any level.
What do you dislike about the product?
A little expensive and sometimes difficult to move customer related data from other legacy applications to this cloud
What problems is the product solving and how is that benefiting you?
case management mainly and the broad range of customization options available
Service Cloud for Technical Cases
What do you like best about the product?
Console user Interface is great for techs
What do you dislike about the product?
Set up is not user friendly and it is time consuming
What problems is the product solving and how is that benefiting you?
Customer facing
Creative and easy to use
What do you like best about the product?
Case management and Einstein related products
What do you dislike about the product?
Chat bots could be better. The Omni channel could be more customizable as well.
What problems is the product solving and how is that benefiting you?
Case management and help desk support
Master of Knowledge Articles and Case Management
What do you like best about the product?
We use the service cloud very widely and one of the Top 10 consumers of the knowledge articles storage by the number of articles and the versions and language we use. We expose these articles in our company website for self service and case deflection which is helping a great extent and Service cloud is the single tool that we use for case management for all our products and it proved to be very effective and working great in conjunction with the service console that is helping our tech support reps life easier. Additionally we use service cloud to store our customer entitlements that used to get generated in an external system and integrated to service cloud but we are in process of generating them using the Salesforce Revenue cloud Assets.
What do you dislike about the product?
The console performance can be further improved and the retrieval of knowledge articles using API can be improved.
What problems is the product solving and how is that benefiting you?
Customer case management and single source of truth for knowledge articles
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