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 Built-In Case Features, but Challenging to Keep Up with Updates
What do you like best about the product?
I enjoy all the out of box features around cases.
What do you dislike about the product?
It's hard to stay on top of all the new releases.
What problems is the product solving and how is that benefiting you?
Helping out members and allowing our users to stay on top of things.
Great Case management automation
What do you like best about the product?
Agent force and case managment and email to case service
What do you dislike about the product?
The migration for workflow rules to flow is complex. Service cloud should provide the tools to migrate it
What problems is the product solving and how is that benefiting you?
Our Csr are helping our customer and able to support them
Easy to Use, But Lacks Out-of-the-Box Features
What do you like best about the product?
Ease of use and integration alongwith many systems
What do you dislike about the product?
OOtB functionality as well not enough social features
What problems is the product solving and how is that benefiting you?
Mainly allowing seamless single point of service
Great Case Management, But UI Needs Improvement
What do you like best about the product?
Web to case and case management capabilities
What do you dislike about the product?
Ui needs to be improved overall as competitors
What problems is the product solving and how is that benefiting you?
Product support
Performance reporting Needs Improvement
What do you like best about the product?
Queue performance Reporting can be improved
What do you dislike about the product?
Reporting is not intuitive and out of book one dimensional
What problems is the product solving and how is that benefiting you?
Centralized help desk support
Great Features and Quick Setup, but Customization Lacks Support
What do you like best about the product?
It has several functions that can support our agents and be set up quickly once needed.
What do you dislike about the product?
Finding information about customization and resources can be quite challenging. The knowledge needed is not easily accessible, which makes the process more difficult than expected.
What problems is the product solving and how is that benefiting you?
We used this for a proof of concept to determine whether it would be a good fit for our technology landscape.
Great Case Management and Console Features
What do you like best about the product?
Case Management and Case Console are the best features
What do you dislike about the product?
Nothing is least helpful yet. Not applicable
What problems is the product solving and how is that benefiting you?
Case Management and Service Console
Easy Integration, but Pricey
What do you like best about the product?
Ease of integration to thw salesforce suite
What do you dislike about the product?
Cost of the product and the overall suote in general
What problems is the product solving and how is that benefiting you?
Ability to expand and scale
Great Omni-Channel Experience, but High Cost of Ownership
What do you like best about the product?
It's ability to provide a truly unified omni channel experience for both customer and service agents
What do you dislike about the product?
It's high total cost of ownership driven by expensive per user
What problems is the product solving and how is that benefiting you?
Improvement of customer service experience
Effortless Implementation, Great ROI
What do you like best about the product?
I find Salesforce Service Cloud easy to implement and it's faster to use compared to alternatives like SAP. Its case management and queue management capabilities efficiently support our call center operations, helping agents resolve customer queries swiftly. The task and knowledge management features are also crucial to our success. Overall, its ease of use, quick implementation, and excellent ROI make it highly valuable.
What do you dislike about the product?
I find that the user interface could be more customer intuitive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for effective case and queue management, solving customer problems rapidly, boosting call center efficiency, and it's easy and fast to implement.
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