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.
Literally saves so much time
What do you like best about the product?
It saves soo much of time for our support team when it comes to quickly locate our customers and its data, what equipments they have and what level of support they qualify for. Easily integrated with our backend system.
What do you dislike about the product?
Couple of major issues that we are facing with salesforce service coud is data mapping, not sure if we are doing it incorrectly or its issue. Another issue is of duplicate records.
What problems is the product solving and how is that benefiting you?
Its seamless integration with chat and helps call enter to get one pain of glass with all the customers data and easy to resolve the issues by knowing your customer
Service platform that does the job
What do you like best about the product?
I like that we can integrate it with many other systems to provide agents with information that helps them provide customized service to our customers.
What do you dislike about the product?
We dislike some of the reporting limitations that are inherent in the native reporting feature. For our reporting needs, we need to build custom analytical reports or use Tableau.
What problems is the product solving and how is that benefiting you?
It helps provide one system for customer service issue resolution, monitoring, and communications management coming from multiple channels. We also use it to provide multiple methods of customer self-service.
Great product!
What do you like best about the product?
Allows high Efficiency with quick turnaround time for the cases
What do you dislike about the product?
It can be sometimes overwhelming for a new user when this is not swtup correcrly
What problems is the product solving and how is that benefiting you?
Automating case routing as well as providing quick resolution
Can be clunky with its interface, but overall a good product
What do you like best about the product?
The case management system is pretty great to use for multiple instances across teams. Not just with customer service but internally as well.
What do you dislike about the product?
Setting it up can be a long process but once you have it running it goes smoothly.
What problems is the product solving and how is that benefiting you?
Customer service case processing. It gives us a way to track issues and share cases amongst teams.
Simplify work and processes for your agents and customers
What do you like best about the product?
Ease of configuration
Features are apt to service needs
Features are apt to service needs
What do you dislike about the product?
Product names change
Pricing and licensing difficult to understand
Pricing and licensing difficult to understand
What problems is the product solving and how is that benefiting you?
Self service and case deflecting
Service Cloud Rules
What do you like best about the product?
Case management process has automated or workflows, and with Chatter we have instant communication with our customers
What do you dislike about the product?
It seems a lot of the self-service features take additional licenses
What problems is the product solving and how is that benefiting you?
Stop customers, visibility into their financial, travel, procurement an HR request
Service Cloud from Salesforce Consultant view
What do you like best about the product?
You have all case management process in the same system where your sales and marketing team working. Customer 360 all the way!
What do you dislike about the product?
Depending on the requirement the setup can be a bit complex. Price is also a big topic here.
What problems is the product solving and how is that benefiting you?
Case Management. Escalation Process. KPI and Reporting capabilities.
Because you have all data in the same system you can use and analyze your data for all your business purposes - sales,marketing&service
Because you have all data in the same system you can use and analyze your data for all your business purposes - sales,marketing&service
Home of Service
What do you like best about the product?
It is a great platform to have all your service actions and tasks in one place. I like the Omni channel approach to generate great service over all channels.
What do you dislike about the product?
Depending on the requirement the set up can become quite complex. We especially faced difficulties with notification and auto responses.
What problems is the product solving and how is that benefiting you?
Our clients get a lot of request through various channels such as Mail, phone, chat, social media. It is no problem to hold track of them all. Especially escalation rules have helped us in the past to double check and keep track of every single customer touch point.
Best Customer Success Tool
What do you like best about the product?
It enables our team to quickly and effectively help our customers with their bugs / questions / enhancements requests.
What do you dislike about the product?
Knowledge articles and cases would be more powerful if we could easily integrate with Jira.
What problems is the product solving and how is that benefiting you?
Bugs reporting and how-to question management
Very good service features for customers and representatives
What do you like best about the product?
OOTB chat feature
Einstein Bot makes it more interesting
Case management & queue management is easy to setup
Email to case is pretty easy feature
Einstein Bot makes it more interesting
Case management & queue management is easy to setup
Email to case is pretty easy feature
What do you dislike about the product?
Slowness
Chat is not intuitive per the maket standards
Chat is not intuitive per the maket standards
What problems is the product solving and how is that benefiting you?
Customer experience very big asset
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