Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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Very good
What do you like best about the product?
I like being able to see all my data in one place and having people communicate from one place instead of going into a bunch of different systems.
What do you dislike about the product?
Not much. It's very customizable so if you don't like it, it's probably your own fault
What problems is the product solving and how is that benefiting you?
Makes it so users aren't working in different systems and all communications are tracked and recorded in one place
Enabling connected experience
What do you like best about the product?
Simplifying real time sharing of data; enables 360 degree view of data
What do you dislike about the product?
User experience design can be improved lot in service console
What problems is the product solving and how is that benefiting you?
Patient services
Service Cloud and nothing else!
What do you like best about the product?
I really like the interface, the tab set up inside of the app to have multiple records up at once. Agent accessibility is great and the Einstein assistance is muah *chefs kiss*
What do you dislike about the product?
I would like more personalization around service cloud and it to integrate with other 3rd party service tools better. We use it for our support team but find out additional tech stack options to be somewhat limited.
What problems is the product solving and how is that benefiting you?
We are able to offer agent support and share our knowledge base with customers using Service Cloud.
Service cloud makes case management simple.
What do you like best about the product?
Case routing is my favorite feature. Shop based routing takes the guess work out of case triage.
What do you dislike about the product?
Digital Engagement is extremely difficult to use if your use case does not fit exactly.
What problems is the product solving and how is that benefiting you?
Customer service
Cases routed intelligently
What do you like best about the product?
Service cloud console - multiple tabs open is a great boost for productivity
What do you dislike about the product?
The licensing is confusing and can be too expensive.
What problems is the product solving and how is that benefiting you?
Allowing customers to find useful knowledge articles.
I love Service Cloud!
What do you like best about the product?
I started out using Salesforce Service Cloud as a user. And absolutely loved the UI and how easy it was to use. Then I had an opportunity to become a junior admin. I never saw myself in technology. The Salesforce UI and declarative features are awesome.
Also I love the case management features. In all of my jobs, if they weren't using it, I convinced them to start using it instead of Outlook dg or excel LOL.
I also love how easy it is to create reports and dashboards.
Knowledge articles is also a great feature to use both for customers as well as employees who work cases.
Also I love the case management features. In all of my jobs, if they weren't using it, I convinced them to start using it instead of Outlook dg or excel LOL.
I also love how easy it is to create reports and dashboards.
Knowledge articles is also a great feature to use both for customers as well as employees who work cases.
What do you dislike about the product?
I honestly don't have anything that I dislike.
What problems is the product solving and how is that benefiting you?
Helping us to work faster, stay organized and provide valuable insights.
Life changing for Agents
What do you like best about the product?
It's a wholistic view of the customers journey and puts all information at the agents finger tips.
What do you dislike about the product?
Nothing. I think the product is great. I wouldn't change a thing.
What problems is the product solving and how is that benefiting you?
It's a CRM and Customer record
Great tool, bad implementation
What do you like best about the product?
It's intuitive and agents and supervisors are up and running easily.
What do you dislike about the product?
Not of Service Cloud per se, but we've had issues with implementation and bad guidelines in too many personalized objects. We've learned on the way, but wished we had more help.
What problems is the product solving and how is that benefiting you?
Tieing all channels into one omnichannel console. It saves time since we're not looking in different portals.
revolutionized the contact center
What do you like best about the product?
The 360 customer view in service cloud and the Einstein capabilities
What do you dislike about the product?
It can be cost prohibitive for some but the value is quickly realized.
What problems is the product solving and how is that benefiting you?
We didn't have a crm previously so it's helped us bring our customer data together in one place
Service Cloud Review
What do you like best about the product?
It helps our customer care team resolve issues for our customers using knowledge from previous cases while adhering to quality standards.
What do you dislike about the product?
It was challenging to integrate with our IVR system and record interaction history.
What problems is the product solving and how is that benefiting you?
Our call center customer advocates can resolve issues faster, build a knowledge repository while following quality protocols.
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