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.
Value for the money
What do you like best about the product?
The case management, Omni channel, and of course copilot
What do you dislike about the product?
Automation rules needs more upgrades and improvements
What problems is the product solving and how is that benefiting you?
Case deflection and case management
Service cloud improved service for our customers
What do you like best about the product?
Service cloud allowed us to organize the communication with customers under one channel.
What do you dislike about the product?
It was difficult to manage SLAs with the out of the box setup
What problems is the product solving and how is that benefiting you?
Aligning available channels on one platform
Flexible and easy to administer with declarative customization and room for observability
What do you like best about the product?
I like how the product fits a lot of customer use cases and is easy to configure and administer. It's great to have as much donor information in one place particularly about when they reach out to us.
What do you dislike about the product?
Even with the advancement of things like before save flows, it seems like the architecture of some standard objects requires implementing triggers and classes in order to do things like complete entitlements when a case is closed. While not against this entirely, it does escalate the skill needed to maintain our workflows. Its also annoying to be unable to see whether things like entitlements and milestones are working where other parts of
Salesforce such as flows can be easily observed when debugging or activating.
Salesforce such as flows can be easily observed when debugging or activating.
What problems is the product solving and how is that benefiting you?
We've moved to a model, where no individual owns funds at our organization, and anyone on a particular team can respond to donor inquiries when they write in. This also helps my organization scale, and generate revenue.
Service cloud
What do you like best about the product?
Case management is good one end to end resolution
What do you dislike about the product?
Not much still we are using very basic features
What problems is the product solving and how is that benefiting you?
It is good and gives end to end case solution and self service capablities
Powerful and flexible tool for service teams
What do you like best about the product?
Powerful tool that easily integrates with other tools
What do you dislike about the product?
Configuration can be difficult for those that are not product experts.
What problems is the product solving and how is that benefiting you?
Lots of problems for our various customers - very flexible to all businesses
Feature loaded
What do you like best about the product?
Loaded with features. Easy to set up and customize to your organization.
What do you dislike about the product?
Will sometimes require custom code to exactly fit your needs.
What problems is the product solving and how is that benefiting you?
Customer service over different channels. One solution for agents to ineract with customers.
Best customer experience with Service Cloud
What do you like best about the product?
I love that we can use case management to provide customer success, sales, onboarding and other departments with accurate measurements and health of clients.
What do you dislike about the product?
Email-to-case. I think it covers basic needs but troubleshooting isn't the most user friendly.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to track customer issues and provide a better and more efficient experiences for our clients.
Service Cloud: Elevating Customer Service to New Heights
What do you like best about the product?
Service Cloud offers powerful automation tools, seamless integration across multiple channels, and real-time analytics, which significantly enhance both customer satisfaction and operational efficienc
What do you dislike about the product?
The platform can have a steep learning curve for new users, and customizations may require some advanced technical knowledge or the assistance of a Salesforce expert.
What problems is the product solving and how is that benefiting you?
Efficiently resolve customer issues.
Case Management
What do you like best about the product?
**Case Management**:
- Provides a structured way to track, manage, and resolve customer issues.
- Agents can prioritize and track cases, and collaborate with other departments for faster resolution.
- Provides a structured way to track, manage, and resolve customer issues.
- Agents can prioritize and track cases, and collaborate with other departments for faster resolution.
What do you dislike about the product?
To be honest I love it and I don't think I can say anything bad
What problems is the product solving and how is that benefiting you?
to help businesses manage customer support and improve overall customer satisfaction.
Service Cloud improve efficiency
What do you like best about the product?
When I have implemented Service Cloud, agents have always loved the streamlined interface and crisp look of the service console. Knowledge suggestions are such a welcomed feature!
What do you dislike about the product?
Unfortunately not all CTI and SMS vendors offer seamless integration. Which requires custom code from developers.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped creat a unified view of all customer cases across departments and a very much improved Knowledge base, providing agents a much more relavant articles.
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