Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Amazing service cloud
What do you like best about the product?
Usability- easy to traverse.
Robust and fast to get the full CRM
Robust and fast to get the full CRM
What do you dislike about the product?
Nothing as such
Licensing and roles creation could get little tricky
Licensing and roles creation could get little tricky
What problems is the product solving and how is that benefiting you?
Customer self service - big win for us
Salesforce make things easy
What do you like best about the product?
Heling our agent's work more efficient. With pre built AI, integrations.
What do you dislike about the product?
License structure is actually confusing.
What problems is the product solving and how is that benefiting you?
Easy on integration with other services.
Service Cloud
What do you like best about the product?
Service cloud offers a solution to collaborate on customer concerns and save all data and communication in a central location.
What do you dislike about the product?
Training Customer Service Reps can be challenging.
What problems is the product solving and how is that benefiting you?
Scheduling and customer communication
Powerful and limitless
What do you like best about the product?
The power of a single platform that can be augmented by so many apps and third- mparty integrations, make it possible to achieve success rapidly and reliably.
What do you dislike about the product?
No doubt, it's a complex system. It can be like the parable of the elephant, with everyone at the company seeing the one part they touch. Understanding it all can be daunting. I appreciate the dedication to learning and community through Trailhead.
What problems is the product solving and how is that benefiting you?
The ability to get a whole picture of our clients journey and segment to develop different use cases.
Non profit association’s best friend
What do you like best about the product?
We love the Case management system that comes with Service Cloud and Omni channel helps out customer support to provide the best customer support to our members.
What do you dislike about the product?
One thing we have challenge with is service voice. It's a new feature and we had to go to a different vendor to have our calls recorded would be nice if Salesforce had that.
What problems is the product solving and how is that benefiting you?
It helped us with tracking all the issues we get for our compliance team and now we are able to mark the team's efforts by showing analytics on how many incidents were resolved day to day basis.
Robust options
What do you like best about the product?
I love that agents have the ability to use the add feedback feature for Knowledge. It helps promote our KCS methodology practice
What do you dislike about the product?
There are so many options and components. Sometimes it's overwhelming
What problems is the product solving and how is that benefiting you?
We use it for case management and knowledge. It's nice having everything in one place.
IT analyst
What do you like best about the product?
Service Cloud gets used by our customer service team and tech support team. It helps them manage cases and deliver information to customers quicker
What do you dislike about the product?
I did not find anything that I dislike about service cloud
What problems is the product solving and how is that benefiting you?
It solves customer service aspects as well as QA and regularly compliance
Robust functionality with advanced routing options
What do you like best about the product?
We could customize routing logic to what we've expected. Skill based routing was able to accommodate a lot of our complex rules. Capacity settings for each team, queueing cases. Everything is really dynamic.
What do you dislike about the product?
Designing a proper support process is essential. Adding new rules increases complexity, harms performance, and delays case resolution. Do your homework and start simple, then improve on it later.
What problems is the product solving and how is that benefiting you?
Centralizing our operations in Salesforce enabled our users to get a good picture of the customers they are supporting. Comprehensive information realized in the same system.
Service Cloud User
What do you like best about the product?
One platform, easy integration, App exchange
What do you dislike about the product?
Very limited Reporting capabilities and customisation.
What problems is the product solving and how is that benefiting you?
Having all capabilities on same platform.
Helps us provide our customer with the level of support the deserve
What do you like best about the product?
The ability to log and track our all support cases in one centralised area that have been dealt with support of different levels. To then make their day to day ease by building automations, approval flows streamlines our business process.
What do you dislike about the product?
Its a expensive product and building on top and utilising additional features can add up. But it is also because of the extensive range of solutions to offers and the positive impact it has to our business that we choose to adopt more products.
What problems is the product solving and how is that benefiting you?
We are able to manage changes in circumstances for our customers with ease whilst also staying on top of the work our internal teams carry out for customers. This 360 view for both us and our customers is invaluable.
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