Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Simple to use but have clean data and use ai to scale
What do you like best about the product?
Simplicity and its integration with sales cloud
What do you dislike about the product?
Can be complex with multiple product integrations
What problems is the product solving and how is that benefiting you?
Scale the support with automation
Salesforce does service
What do you like best about the product?
My company at the time liked Omni Service and Metrics.
What do you dislike about the product?
Case routing was clunky and hard to maintain.
What problems is the product solving and how is that benefiting you?
Easy user interface. One stop shopping.
So much scope and opportunity
What do you like best about the product?
Omni channel is one of many best things about Service Cloud. Agents can toggle between different statuses without leaving the window. This saves time and increases efficiency.
What do you dislike about the product?
I have just begun to understand the many possibilities and opportunities provided hence I don't have anything that I dislike yet. I plan on leaving more to implement tools and features that are currently missing.
What problems is the product solving and how is that benefiting you?
I can document complaints and cases in one place, link to the patient's account easily and even send an email from the same case. This has tremendously helped me manage cases and complaints.
Service cloud has made chatbots easy
What do you like best about the product?
I'm in charge of our Einstein public facing chatbot and have really enjoyed the experience building intents and testing used models.
What do you dislike about the product?
There are some seemingly simple functionalities that I've had to build out using flows or Apex, that seem like they should work out of the box. Chat hyperlinks for example.
What problems is the product solving and how is that benefiting you?
For me as a chat admin, it solves the issue of having to code or purchase software outside of the Salesforce ecosystem. You can get a simple bot up and answering questions in a day.
Service Cloud Review
What do you like best about the product?
Customization and consolidation of data through multiple channels
What do you dislike about the product?
In a large production org like nCino's, large amounts of data and can lead to 'occasional' longer load times.
What problems is the product solving and how is that benefiting you?
Streamlining Service related tasks using AI, custom apps and flows, drive User efficiency
Head of Revenue CRM
What do you like best about the product?
That Salesforce provides service. Omni channel
What do you dislike about the product?
The case routing is awkward and not what we expect.
What problems is the product solving and how is that benefiting you?
Routing our cases
Great tool for case management
What do you like best about the product?
I really enjoy the built in functionality of case management and Omnichannel is very useful.
What do you dislike about the product?
Case routing could use some work with case manager specialties.
What problems is the product solving and how is that benefiting you?
Helped with case management and user support.
Very engaging
What do you like best about the product?
Dashboard views and possibilities; Ability to build out of the box
What do you dislike about the product?
Getting out from under old Apex code to experience the new lightweight features
What problems is the product solving and how is that benefiting you?
Paying claims
The excellence of Service Cloud.
What do you like best about the product?
The service cloud has enabled us to unify and simplify our case management processes across various departments. Along with improved data visibility, we have also lowered support costs through case deflection.
What do you dislike about the product?
The licensing model does not easily support use for internal customers in a cost-effective way.
What problems is the product solving and how is that benefiting you?
Bringing together case management and knowledge.
Great tool
What do you like best about the product?
Ticketing system
Chatbots are great to use
Chatbots are great to use
What do you dislike about the product?
Pricing of the system
Rest everything looks good to me
Rest everything looks good to me
What problems is the product solving and how is that benefiting you?
It was solving SLAs for us
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