Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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Agent Support
What do you like best about the product?
Agent support to better assist customers.
What do you dislike about the product?
Nothing comes to mind at this time, we are still new to it.
What problems is the product solving and how is that benefiting you?
It empowers our agents to better assist the customer.
What I think are the advantages of using this
What do you like best about the product?
I believe this will help save time in call centers.
What do you dislike about the product?
There is nothing I do not like about this. I even wish all the call centers in the world used this.
What problems is the product solving and how is that benefiting you?
I would consider it useful for chatting with customers, etc.
Service clouds whose promise is being raised by generative AI.
What do you like best about the product?
Service clouds will play a very important role in increasing the productivity of the service sector
The great thing is that we can see a future where generative AI will make it far less arduous than it has been in the past
The great thing is that we can see a future where generative AI will make it far less arduous than it has been in the past
What do you dislike about the product?
Distribution of licences is difficult. Of course, if the budget allows, it would be better if all staff were provided with full licences, but this is not the case. Ideally, full licences should only be provided when a high level of support is required, but it is also true that the lack of licences does not improve technical skills.
What problems is the product solving and how is that benefiting you?
It reduces the number of hands for the service department to respond accurately to user queries.
Great experience
What do you like best about the product?
Ease of use, intuitive interface, interconnexion with other sf products
What do you dislike about the product?
Nothing really I am pretty satisfied, nothing to declare
What problems is the product solving and how is that benefiting you?
Centralization of customer profile
Great tool
What do you like best about the product?
Easy to use and efficient to run everyday
What do you dislike about the product?
Nothing at this time. Still getting used to it
What problems is the product solving and how is that benefiting you?
Able to tackle tasks quickly
Help your customers with Digital Engagement
What do you like best about the product?
I really enjoy the fact that Einstein from digital engagement is capable of learning the customers typing to help our team to better reply them. The knowledge capability is very helpful.
What do you dislike about the product?
I would like to have the info when a customer is inactive for a couple of minutes so I can message them using mkt cloud.
What problems is the product solving and how is that benefiting you?
The platform reduces the amount of time the sac team is reached.
Easy an extensible
What do you like best about the product?
The flexibility the platform offers is unseen in the market, giving us the flexibility we need to offer great service.
What do you dislike about the product?
The flexibility also comes with complexity
What problems is the product solving and how is that benefiting you?
The different skus allow us to touch base on multiple channel's
My favorite cloud
What do you like best about the product?
There is so much optimization that can be done with basic functionality. I love queues and skills-based routing, as well as the power of knowledge base, which when used with experience cloud, is a great case deflector.
What do you dislike about the product?
Sometimes telephony Integrations are tricky.
What problems is the product solving and how is that benefiting you?
Call center, case deflection,
Enhanced Single Profile View
What do you like best about the product?
It is very intuitive, relations add value e can be integrated with CdP and marketing cloud, making easy to have on profile view KPIs and engagement metrics
What do you dislike about the product?
Nothing in particular, even if some flows requires dev knowledge
What problems is the product solving and how is that benefiting you?
It is able to create a single profile view managing deduplications and make the data base clean with data retention
Good for Lead Management, but Limited for Life Sciences
What do you like best about the product?
I find the Salesforce Service Cloud easy to set up and use due to my background as a Salesforce admin and developer. It's straightforward, especially with out-of-the-box functionalities like lead capturing and campaigning, which significantly streamline our processes. The flexibility to perform customizations to meet specific business requirements is another aspect I appreciate.
What do you dislike about the product?
I find that the Salesforce Service Cloud is not very helpful for our specific needs in the life sciences industry. The out-of-the-box features are not sufficient, and we had to perform a lot of customizations, which is why we decided to move to the Health Cloud. Additionally, I don't see any current value for our business in continuing with the Service Cloud as our model aligns more with the Health Cloud and Life Sciences Cloud. Moreover, there's a challenge in training users, which adds complexity to the user onboarding process. The product's generalized features do not sit well with every industry, necessitating significant customizations.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for lead processing and configuring out-of-the-box features, which I customize to meet our business needs effectively.
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