Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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External reviews are not included in the AWS star rating for the product.
Great Tool for Efficient Case Management and Team Collaboration
What do you like best about the product?
It helps out operations team manage the cases that come in from clients and work with internal teams to resolve them.
What do you dislike about the product?
I don't have any concerns at the moment. We mainly use it for case management and it does well.
What problems is the product solving and how is that benefiting you?
Previously client issues were resolved via email, which made tracking difficult
Great for 360° Account View, but Reporting Needs Improvement
What do you like best about the product?
Connect cases with account information for a full
360 view
360 view
What do you dislike about the product?
Reporting is clunky and hard to generate
What problems is the product solving and how is that benefiting you?
Giving us a complete 360 review between our accounts and our tickets
director of marketing
What do you like best about the product?
The unified channel management offerings
What do you dislike about the product?
The number of steps and learning curve for adoption for new team members
What problems is the product solving and how is that benefiting you?
Carrying knowledge about individual cases forward between customer service reps
Powerful Customization and Integration, but Steep Learning Curve
What do you like best about the product?
You're able to leverage The customizations of the Salesforce ecosystem and integration with other verticals like sales, marketing, operations now XR.
What do you dislike about the product?
Can often be daunting to the match proper case processes for the initiated but leveraging resources can help.
What problems is the product solving and how is that benefiting you?
Helping track our customer service cases and resolution for customer success.
Great Voice Features, but Console View Can Be Confusing
What do you like best about the product?
Voice is cool and I like the ability to use cases
What do you dislike about the product?
Console view is a little confusing sometimes
What problems is the product solving and how is that benefiting you?
Customer service
Powerful Case Management with Robust Features, but Setup Can Be Challenging
What do you like best about the product?
The service offers an out-of-the-box data model featuring objects like case. Its case management capabilities also include options for automation and integration.
What do you dislike about the product?
Getting the system configured so that an organization can take advantage of most of its features does require some effort.
What problems is the product solving and how is that benefiting you?
Customer service, complaints, and customer SLAs are all addressed. If implemented correctly, this enables the organization to provide a positive customer service experience.
Great Routing Flexibility, But Needs Better Audit Trail
What do you like best about the product?
Flexibility of using flow to route cases to proper agent or team
What do you dislike about the product?
Lack of audit trail for why a case was routed to a certain agent and the decisions made along the way
What problems is the product solving and how is that benefiting you?
Service Cloud is our primary platform for resolving our customer cases and enabling knowledge search
Streamlined Automation, Challenging Setup
What do you like best about the product?
I appreciate the automation capabilities of Salesforce Service Cloud, which help in automating transactions and significantly save time, making it easier to use. The case tracking feature also stands out as highly useful in managing tasks efficiently. Additionally, its ease of integration with other software like Bumi and Gensai simplifies operations.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be challenging, especially regarding data migration.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate transactions, making processes easy and time-efficient, and for pipeline and case tracking.
Reliable cloud features are an attractive choice.
What do you like best about the product?
I use Salesforce Service Cloud because I like its cloud features. I also appreciate the high level of trust in the Salesforce company. The automation features are particularly useful and greatly assist in performing tasks.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
It helps save time and work efficiently by automating data searches and data processing during work.
Streamlined Case Management & CRM Excellence
What do you like best about the product?
I find the basic CRM capabilities of Salesforce Service Cloud to be industry standard, making it easy for organizations to manage their service teams. The automation features speed up case resolution for our service agents, and the organized customer interaction through case management is highly beneficial. Moreover, the ease of setup without any difficulty was a significant plus. The case management allows efficient distribution of cases among teams without custom objects and supports multiple teams due to diverse record types. Opportunity management facilitates collaboration among sales and presales teams to resolve field cases efficiently.
What do you dislike about the product?
I think we need more reporting capabilities on the case history and more field tracking on various objects. This enhancement would help improve the reporting of service cloud data for sales reps and service agents.
What problems is the product solving and how is that benefiting you?
I find the product accelerates case resolution for service agents through automation and organized customer interactions, improving case management and opportunity management by integrating teams on a unified platform.
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