Agentforce Service
Salesforce, Inc.External reviews
6,983 reviews
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It can change the agent experience and job
What do you like best about the product?
It's a one stop place for the agent. It can help productivity and efficiency.
What do you dislike about the product?
It could be more intuitive and easy for self learning.
What problems is the product solving and how is that benefiting you?
It will help us standardize our call centersa
Pretty great software
What do you like best about the product?
Ease of use is the best. Changing from one software to another is seamless
What do you dislike about the product?
Ai is very different from other industries
What problems is the product solving and how is that benefiting you?
Interface and improvement with generating customer dashboard and insights
ServiceCloud Ricks!
What do you like best about the product?
ServiceCloid allows us to quickly respond to
client issues and our agents to have the tools to do this efficiently with features such as Einstein knowledge recommendations . It's all about the customer experience and ServiceCloud is critical to that experience for our organization.
client issues and our agents to have the tools to do this efficiently with features such as Einstein knowledge recommendations . It's all about the customer experience and ServiceCloud is critical to that experience for our organization.
What do you dislike about the product?
At times we are very challenged with lack of deep reporting capabilities without purchasing an add on app.
What problems is the product solving and how is that benefiting you?
Responding to support requests from multiple
Channels including: mail, live chat, phone and web. This allows the customer to use their preferred communication method -- and this varies greatly by our product type and customer.
Channels including: mail, live chat, phone and web. This allows the customer to use their preferred communication method -- and this varies greatly by our product type and customer.
Multi channel service all in one agent console
What do you like best about the product?
I love the ability for customer service agents to have a plethora of customer information and history in the same system that they work cases in. The ability to modify views and create workflows is a huge efficiency for our team. My favorite feature is giving agents the ability to work multiple channels without having to leave their primary view in Salesforce.
What do you dislike about the product?
Right now I am getting frustrated when looking at new features then finding late in the process that they are only available with an additional cost.
What problems is the product solving and how is that benefiting you?
Having one system for our agents to get the majority of the info they need to resolve cases is great. Visibility to contacts and related records improves time to work cases and being able to funnel all work streams into Omni-channel simplifies the assignment process for agents.
Customer Support Success
What do you like best about the product?
This platform by far raises the customer expierence on so many levels.
What do you dislike about the product?
Nothing absolutely amazing product by far
What problems is the product solving and how is that benefiting you?
Technical support concerns
Lead product manager and Implementation lead
What do you like best about the product?
Easy to integrate .
1 view for customer
Einstein GPT for service.
Case sentiments
1 view for customer
Einstein GPT for service.
Case sentiments
What do you dislike about the product?
Nothing so far. May be in future provide more OOTB AI capabilities
What problems is the product solving and how is that benefiting you?
Account executives can get immediate insights of Customers cases
Ability to use chatbot for self service
What do you like best about the product?
It allows for seamless integration with the customer information and have customers do self service. Chatbot can understand natural language and show knowledge articles in response to the questions customers might have
What do you dislike about the product?
Not really a downside but the chatbot responses are only as good as your data and KMS articles you've created
What problems is the product solving and how is that benefiting you?
Customer service representative is able to search knowledge articles while serving customers and allows the company to move towards knowledge based customer service rather than depending on individual customer service expertise
Great insight and perspective on AI integration
What do you like best about the product?
It gives us insight and allows us to see how customers are impacted by our products.
What do you dislike about the product?
It is often challenging to convince internal leaders to rely on the use functions.
What problems is the product solving and how is that benefiting you?
It's helping us streamline our data and use it to personalize the end user experience
It was great
What do you like best about the product?
It's Einstein AI for next step. I like how it uses our information to make suggestions
What do you dislike about the product?
User interface could be definitely bettter. Our users don't like it much
What problems is the product solving and how is that benefiting you?
It's very interesting to see how accurately it answers customers questions
The demo was informative and gave me great ideas of what ai can do for us in the service space.
What do you like best about the product?
It's easy to use and works well off of Salesforce data model.
What do you dislike about the product?
It can be overwhelming to learn the capabilities at first.
What problems is the product solving and how is that benefiting you?
We use service cloud to ingest all customer cases from all of our digital presences.
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