Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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External reviews are not included in the AWS star rating for the product.
One source of record
What do you like best about the product?
We used to have our customer interactions stored in multiple locations. Google sheet, email, etc. With Service Cloud we are able to have one source of record for all contacts and we are easily able to see customer history.
What do you dislike about the product?
One thing I would change would be the ability to have email templates automatically display in alphabetical order rather than by the most recently created.
What problems is the product solving and how is that benefiting you?
One source of record for customer inquiries
Consistent voice for our customer
What do you like best about the product?
Managing chats and case. Help to streamline and reduce time to service our customers
What do you dislike about the product?
Not educated on all features to maximize support
What problems is the product solving and how is that benefiting you?
Everything CX!
Great tool - easy to use and understands. Multiple benefits on all levels.
What do you like best about the product?
Quick upside of service cloud is one for the customer service reps - easy to use, easy to navigate.
From an admin or manager end, service cloud allows the ability to pull multiple reports, create dashboard, view KPIs
From an admin or manager end, service cloud allows the ability to pull multiple reports, create dashboard, view KPIs
What do you dislike about the product?
Not dislike more of a disadvantage if you don't have some of the other clouds to pull all info/data into service cloud
What problems is the product solving and how is that benefiting you?
We will own our instance of service cloud that will allow us to enhance and improve the customer experience.
Powerful product for Customer Service leaders
What do you like best about the product?
Omni channel capabilities with features to drive enhanced customer insights
What do you dislike about the product?
Cost prohibitive and complex product skews.
What problems is the product solving and how is that benefiting you?
Helping grow maturity of our contact center
Service cloud
What do you like best about the product?
Able to manage cases and work orders efficiently.Helps the call agent to see real time open cases, closed cases, performance dashboard and customer satisfaction and escalation propensity
What do you dislike about the product?
More user experience on Field service engineer apps and offline capability streamlining.
What problems is the product solving and how is that benefiting you?
Case and work order management. Efficient utilization call agent time.
Service Cloud
What do you like best about the product?
I enjoyed the presentation on 3 tips on how to leverage AI insights for customer success. It was very brief and the demo was very easy to follow along and understand. Very insightful!
What do you dislike about the product?
I dislike how my company doesn't have all the features available to use!
What problems is the product solving and how is that benefiting you?
BOT and agent reporting
Business analyst
What do you like best about the product?
How functional it is to assist with different work streams for customer resolution
What do you dislike about the product?
Multi categorization typing in cases is not available without a new object
What problems is the product solving and how is that benefiting you?
Streamlined case lifecycle processes and better reporting on metrics related to case management
I have been a SalesForce admin and architect for over 10 years across multiple business
What do you like best about the product?
I have had experience in different industries and the customization we have been able to do for each has been amazing. Not one Business was the same but SalesForce fit the needs of all of the.
What do you dislike about the product?
I have not found anything I dislike yet. If we had a need and service loud didn't offer it we were able to customize
What problems is the product solving and how is that benefiting you?
We have a proprietary software that does not have the capability to report on the issues on
We have for the services we provide
We have for the services we provide
Business transformation with Service AI
What do you like best about the product?
Service Cloud has changed the conventional concept of contact center systems.
The easy to see unified console, the Omini Channel that encompasses all channels, and the recently released generative AI features are all fantastic.
The easy to see unified console, the Omini Channel that encompasses all channels, and the recently released generative AI features are all fantastic.
What do you dislike about the product?
There are no problems with the functionality, but the licensing system, including options, is a bit complicated.
What problems is the product solving and how is that benefiting you?
We were able to integrate multiple systems that had previously been siloed, significantly improving business efficiency.
The implementation of Agentforce for Service has also significantly increased the productivity of the support team.
The implementation of Agentforce for Service has also significantly increased the productivity of the support team.
I think it’s really good.
What do you like best about the product?
I love the case management and escalation
What do you dislike about the product?
I am not familiar with the entire platform yet
What problems is the product solving and how is that benefiting you?
It's helpful for our siloed processes
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