Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
All things in a single platform
What do you like best about the product?
Consolidated contact and account management
What do you dislike about the product?
I have yet to find anything to dislike yet.
What problems is the product solving and how is that benefiting you?
Dispersed contact and accounts have been consolidated into one platform
Ease of use and great use cases for customers
What do you like best about the product?
Service cloud is easy to configure and has all features a company might need to support its customers. Integrations with existing systems is easy and can be done seamlessly
What do you dislike about the product?
Some older legacy systems need more customization
What problems is the product solving and how is that benefiting you?
Compiling customer data and allowing agents to assist quickly
Service Cloud is THE Service Tool
What do you like best about the product?
The flexibility to work for multiple different teams in different ways without interfering in their workflows.
What do you dislike about the product?
Can be cumbersome for admins on the backend
What problems is the product solving and how is that benefiting you?
We need a central support tool to help multuiple teams come together in one place for executive reporting and better ease of use for agents.
Service
What do you like best about the product?
Case management , chat bots, case routing
What do you dislike about the product?
Queues latency , assigning to users.....
What problems is the product solving and how is that benefiting you?
Customer
All the things in one place with barely any limits to customization
What do you like best about the product?
I like that we can slice and dice our data as much as we want to. We can create a number of customizations as we would like it to. We can creat custom workflows and automations that our own org / customers need.
What do you dislike about the product?
Costs and sometimes difficulty of managing permissions as a whole.
What problems is the product solving and how is that benefiting you?
Prioratizing issues and providing helpfull feedback to our devs on what issues they need to solve next.
Great configurable scalable platform
What do you like best about the product?
The ability to manage your end to end customer support processes in one platform. The fact that you can use multiple emails to funnel to one case management tool.
What do you dislike about the product?
There are some automation opportunities that can be implemented by default including features to mimimize duplicative cases/accounts.
What problems is the product solving and how is that benefiting you?
The ability to pull chat with customers and live support. Being able to route cases from one group to another (for tiered support models/escalation)
Remote work order assignment is great too!
Remote work order assignment is great too!
We've had Service cloud for five years and are pleased with the service.
What do you like best about the product?
Overall constituent management and continued increases in possibility.
What do you dislike about the product?
Getting objects to talk to each in report templates.
What problems is the product solving and how is that benefiting you?
Providing a holistic view of our constituents.
Service Cloud is great
What do you like best about the product?
Our team uses service cloud to manage cases for our program team. The approval processes and stage profession is very helpful.
What do you dislike about the product?
There are a lot of features that we haven't found use of just yet.
What problems is the product solving and how is that benefiting you?
It's helping us organize and track metrics related to our casework
Product manager
What do you like best about the product?
Automation: Automated case routing and other tools can help direct customer questions to the right person faster.
What do you dislike about the product?
There is nothing that I dislike about service cloud.
What problems is the product solving and how is that benefiting you?
It is helping members amd custome care advocates. We are able to serve our customers
Everything you need to handle enterprise case management
What do you like best about the product?
Service cloud offers a vast customization capability that can support a general support agent flow to the most complex skill-based agent routing Right out of the box. The Case object in SFDC is well structured and can be customized to fit the need of any organization and any volume.
What do you dislike about the product?
Custom development is a requirement to really maximize the ROI of the product.
What problems is the product solving and how is that benefiting you?
Inbound agent routing and customer service requests
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