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.
Service cloud is very good
What do you like best about the product?
The UI of the service console is very easy to use and navigate. we're easily able to service up insights to our front line for them to action in real time while they're dealing with clients.
What do you dislike about the product?
Integrations into tools can be complex for the call-center for example, the telephony platforms. we would prefer to have more native integrations with some of the big telephony providers like genesis.
What problems is the product solving and how is that benefiting you?
We are able to track all of our complaints cases in a consistent manor across all of our channels.
Lot better capabilities
What do you like best about the product?
Helps streamline agent routing. Like the reporting and audit capabilities. Allows customization and integrations.
What do you dislike about the product?
Not fully integrated well with the Chat service. Would have loved to have more out of the box capabilities around integrating chat seamlessly.
What problems is the product solving and how is that benefiting you?
Bring focus on Self Service and reduce agent avg call handle time and increase agent productivity. Has helped in some ways but without a good chat infrastructure it's left us still in the path to do a lot of customizations.
Solid platform expanding capabilities
What do you like best about the product?
Global alignment, visibility, adding data points to customer 360 beyond sales data
What do you dislike about the product?
Not knowing full potential to leverage capabilities out of the box. I'm sure it can do more than we are using it for.
What problems is the product solving and how is that benefiting you?
Simplification and alignment
Service Cloud seems to have endless capabilities but we have just hit the tip of the iceberg
What do you like best about the product?
It provides a space where we can enable service teams to work more productively through various process improvements and automations. Service teams can also collaborate with various teams all within Salesforce.
What do you dislike about the product?
There are some limitations around some automation processes which then have pushed us to purchase Field Service. We know it's a powerful tool but it comes at an added cost to the company.
What problems is the product solving and how is that benefiting you?
Email-to-case is a big process which has helped customer service to more efficiently process orders as well as giving other teams the visibility on those cases. This is something that will also be helping another support team in the near future to remove the manual work of checking an inbox and creating cases.
Service cloud is great
What do you like best about the product?
Sales and service both enabled through the platform make it a seamless experience
What do you dislike about the product?
Would like knowledge enhancements could be better for customer experience
What problems is the product solving and how is that benefiting you?
User self service to how to use the platform
Easy and fast
What do you like best about the product?
Integration across ecosystem and configuration
What do you dislike about the product?
Data portability, security and naming credentials
What problems is the product solving and how is that benefiting you?
Customer engagements
Service Cloud review
What do you like best about the product?
It's easy to organize objects and cases and know which member is assigned
What do you dislike about the product?
Nothing. It is a great product and I highly recommend.
What problems is the product solving and how is that benefiting you?
We use it for member grievances and keeping track of files, timeframes, etc
Love Service Cloud
What do you like best about the product?
Provides a unified location to help our customers.
What do you dislike about the product?
None at this time. I appreciate everything about Service Cloud
What problems is the product solving and how is that benefiting you?
Tracking and handling SLAs for our customers
Best service products and most robust
What do you like best about the product?
Very expandable tool with unlimited expectations
What do you dislike about the product?
Nice to have customized Web-to-Case like LWC support
What problems is the product solving and how is that benefiting you?
Interacting with End Users
Improve Call Metrics
What do you like best about the product?
Having all the information on the platform to improve the average call handling time.
What do you dislike about the product?
Nothing yet waiting for the Einstein Gen AI integration.
What problems is the product solving and how is that benefiting you?
Having all the information on the platform instead of swivel chair.
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