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.
Love Service Cloud!
What do you like best about the product?
Service cloud has a great user experience for our admin team
What do you dislike about the product?
Nothing! We love it so much and have no complaints
What problems is the product solving and how is that benefiting you?
Contact management and case management in our organization
Omni-Channel is the best
What do you like best about the product?
Build enhanced solutions to increase customer satisfaction levels in the customer service area using Einstein Bots and omni-channel.
What do you dislike about the product?
At the moment, nothing, everything is working as expected by implementing different solutions.
What problems is the product solving and how is that benefiting you?
Better customer service with the use of Einstein bots and the configuration of omni-channel, you can have faster and easier interaction to solve problems by eliminating wait times.
Timesaver!
What do you like best about the product?
The ability to reduce hold times, and streamline processes.
What do you dislike about the product?
Transitioning from legacy system to SSC.
What problems is the product solving and how is that benefiting you?
Reducing hold times, streamlining processes, equipping service reps with tools to assist them quickly.
Sales game changer
What do you like best about the product?
It allows our sales and service teams to get the data they need to do their jobs accurately and timely.
What do you dislike about the product?
The only thing I don't like is that you can only audit 20 fields per record.
What problems is the product solving and how is that benefiting you?
Allows our teams to provide our clients with great service.
Amazing platform to handle all of the service requests
What do you like best about the product?
Service cloud has all of the capabilities for projects to run end to end and it's great service platform for all of the business use cases such as case routing case assignment, Email to case, Omni channel and etc
What do you dislike about the product?
Service cloud has all of the capabilities to support business use cases such as email to case, web to case and etc. nothing to dislike about the service cloud.
What problems is the product solving and how is that benefiting you?
Omni channel, case rounding and etc.
Great customer service platform
What do you like best about the product?
So much out of the box functionality that can elevate and enhance experience of users and customers. Almost endless automation opportunities!
What do you dislike about the product?
Some out of the box functionality feels neglected at times such as entitlements and milestones
What problems is the product solving and how is that benefiting you?
Recognition of customers, automated routing and great reporting
Service cloud is great and customizable
What do you like best about the product?
It's a great tool for our team. We are also looking to introduce service contracts and entitlements & milestones.
What do you dislike about the product?
Service console is a little clunky, I wish the UI was a little more user friendly
What problems is the product solving and how is that benefiting you?
It's providing our team with one tool where our customer service team is able to keep track of cases related to our different projects.
Service cloud for Contact center
What do you like best about the product?
Case management, event tracking and utilizing customer 360 data to serve the customers are the most useful when it comes to contact center implementation
What do you dislike about the product?
AI advancement and feature to take actions on data to serve client effectively in a timely manner. Agentforce seem to have a lot of these potential!
What problems is the product solving and how is that benefiting you?
Lost wallet, service issues with FSI client alongside streamlining customer 360 data to fuel service conversations.
If you work cases, you want service cloud
What do you like best about the product?
Like any other solution within salesforce, the power of case management in service cloud is the fact that it's in salesforce. It makes reporting and associating records easy and allows for process growth and refinement.
What do you dislike about the product?
I feel orgs do not know how to utilize email to case in a way that is manageable, one of those good in theory but poorly executed strategies. This is an area that a lot of training and resources could be lent.
What problems is the product solving and how is that benefiting you?
the problem of understanding what issues are being solved by what process. Having all of that information in salesforce allows us to continue to refine our support.
Service Cloud: A Great Solution for support solution
What do you like best about the product?
Service Cloud allows for the consolidation of data across various channels. Allows us to have a 360 view of all our stakeholder/ employee interactions from their support requests to needs related to data.
What do you dislike about the product?
Lack of control around integration of data.
What problems is the product solving and how is that benefiting you?
Requests for needs and challenges
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