Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Best Case Management
What do you like best about the product?
The ability to communicate through multiple channels with customers, while keeping all data in one place can't be beat.
What do you dislike about the product?
I can't think of any, possible more prioritization of Service Cloud Idea Points.
What problems is the product solving and how is that benefiting you?
It keeps all data in one place. Knowing which issues occur the most help identify which knowledge base articles to create.
Full 360 view of our data
What do you like best about the product?
Salesforce Sercice Cloud has enabled us to simplify the number of apps used by our agents with data integration. This has led to reduction in redundancies and greater ease of use with our agents.
What do you dislike about the product?
Honestly, nothing so far. I have hopes that more of Salesforce will become fedramp certified so we can see additional options available to us.
What problems is the product solving and how is that benefiting you?
We use this system to log inbound inquiries, resolutions, and retain a robust knowledge base.
Incorporating the business
What do you like best about the product?
Customer Service may speak with customers more than sales but providing visibility of the customer to both sales and service allows better customer experience.
What do you dislike about the product?
Releases of new functionality after sales, not a big deal.
What problems is the product solving and how is that benefiting you?
Bringing standards across customer service
Excellent Product
What do you like best about the product?
Very useful for managing large amounts of customer data and outputting useful metrics.
What do you dislike about the product?
Some features are counterintuitive, could be a bit more user-friendly.
What problems is the product solving and how is that benefiting you?
Our customers have long term contracts with us, Service Cloud is how we manage that.
Very good product helping us to simplify things for servicing agents
What do you like best about the product?
Loads of options to build ootb or customise
What do you dislike about the product?
Integrations without something such as mulesoft can be a challenge
What problems is the product solving and how is that benefiting you?
Helping modernise desperate systems and bring the experience together
I am fairly new to Salesforce service cloud.
What do you like best about the product?
We are able to see everything about out customers in one place. The one stop shop connection is a major plus for our specialist.
What do you dislike about the product?
User management. To get our specialist upload we had to turn to dataloader which has been a bit of a headache.
What problems is the product solving and how is that benefiting you?
Its putting our customers data in one place. The previous product we had a lot of unnecessary clicks which we wanted to reduce for our specialist and customers.
Customer service and revenue center
What do you like best about the product?
Omnichannel CRM service agent support great
What do you dislike about the product?
Cost of implementing dipends on partners
What problems is the product solving and how is that benefiting you?
Knowledge of the processes and customer target
Customer
What do you like best about the product?
Easy to use and effective for helping customers.
What do you dislike about the product?
There is no issues but sometimes speed can be improved.
What problems is the product solving and how is that benefiting you?
It is helping solve an issue with customer questions that isn't easy to answer.
Used for event management
What do you like best about the product?
The way we use it for event management. We are really happy with it
What do you dislike about the product?
Difficult user licence model, could be easier
What problems is the product solving and how is that benefiting you?
No idea
Service cloud for events management
What do you like best about the product?
Self service capabilities to allow our customers a smooth experience using the channel and time they prefer
What do you dislike about the product?
Complex licensing model for add on modules
What problems is the product solving and how is that benefiting you?
Faster support for our customers when they need it and faster case resolution
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