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.
Even out of the box is great
What do you like best about the product?
I have to be able to think outside the box for internal requests. Service cloud allows us to customize for our specific needs
What do you dislike about the product?
N/A Service Cliud meets all of our needs
What problems is the product solving and how is that benefiting you?
Request are coming in from different departments and Service cloud allows us to route them to the right SME
Service Cloud Next level case management
What do you like best about the product?
Web to case is a great use case to have a single entry point for custer requests. Love asignment rules and case escalation to keep requests on track have accountability
What do you dislike about the product?
Very little use case for entitlments and some other service "only" features
What problems is the product solving and how is that benefiting you?
Solves critical customer engagement in case they sre facing challenger
Helped us solving customer service problems
What do you like best about the product?
Salesforce Service Cloud offers great features to solve the customer servicing challenges. The entitlements & milestones to ensure customer is getting best services on time.
What do you dislike about the product?
Service Cloud doesn't provide the Einstein & chatbot facilities out of the box. These needs to be procured as separate licenses. It would help if these can be part of service Cloud licenses.
What problems is the product solving and how is that benefiting you?
The business problems of customer servicing in effective manner and the customer self service using Heroku which is helping for quick resolutions of customer requests and complaints.
Solving the post sales and maintenance issue for business to deliver exceptional customer experience
What do you like best about the product?
Customer interaction is very easy with very well built architecture.
With very less customization and easy configuration many buniness use cases can be achieved.
The case mangement and escalation system makes it easier for the business to track everything easily,
With very less customization and easy configuration many buniness use cases can be achieved.
The case mangement and escalation system makes it easier for the business to track everything easily,
What do you dislike about the product?
I dont have any dislikes yet on service cloud
What problems is the product solving and how is that benefiting you?
We have built soltions on complaint mangement using service cloud and entire process is now super easy to use and track.
The case esclation mangement makes the process more easier to handle any escaltions.
The case esclation mangement makes the process more easier to handle any escaltions.
The one clear choice for your company if you are serious about delighting your customers
What do you like best about the product?
The constant improvement of the platform. It is always ahead of the curve.
What do you dislike about the product?
The renaming of functionality and features makes it difficult to stay in alignment witb your business stakeholders. That being said, I feel this is a small price to pay for the incredibly rapid pace at which transformative enhancements are delivered. The advent of Agentforce will be a true game-changer for our business.
What problems is the product solving and how is that benefiting you?
Getting more and more of our operations teams on the platform is definitely improving our case management and unified customer experience. Recently aligning the way our teams classify cases has proved a tremendous benefit in realizing business intelligence and actionable insights. I can't wait to see how the newest generation of AI tools will super-charge that even further.
Streamline Customer Interactions
What do you like best about the product?
We were able to create service team queues to ensure no customer ticket is left behind.
What do you dislike about the product?
Nothing comes to mind. We are very pleased with service cloud.
What problems is the product solving and how is that benefiting you?
Ensures consistent capture and categorization of customer issues to enable analysis, Insights and action identification.
Service maintains a stable business
What do you like best about the product?
Case management and easy configurations.
What do you dislike about the product?
Can be difficult to deliver reporting for leadership
What problems is the product solving and how is that benefiting you?
Delivers a meaningful way for customers to get immediate support on issues
Customer view at a glance
What do you like best about the product?
I love that I can view all the details of my customer and their experience. Easy to use. Well supported
What do you dislike about the product?
I'm not sure I've found anything that I dislike.
What problems is the product solving and how is that benefiting you?
Salesforce allows my agents a snapshot view of our customers in one location rather than maneuvering multiple systems to locate key details. This has reduced handle time and helped us to be more efficient in our processes.
Service is King
What do you like best about the product?
I really like entitlement and the new incident management
What do you dislike about the product?
I don't dislike anything with the product
What problems is the product solving and how is that benefiting you?
One stop for the users to contact and same time connecting 360
Makes life of Service Agents easier
What do you like best about the product?
Routing of cases to the right people,
Easy to adjust, e.g. New lightning Page Layout.
Integration with Chat, Phone System etc.
Easy to adjust, e.g. New lightning Page Layout.
Integration with Chat, Phone System etc.
What do you dislike about the product?
I don't see any downsides when using Service Cloud
What problems is the product solving and how is that benefiting you?
Answer customer requests about our software products no matter if they contact us via phone, mail or other channels
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