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.
Excellent tool for Customer service
What do you like best about the product?
Ability to track cases and ensure customer satisfaction
What do you dislike about the product?
Can't think of any thing specific. Needs more integration with whatsapp probably
What problems is the product solving and how is that benefiting you?
Knowledge management, articles and keyword match etc
Admin
What do you like best about the product?
Omni channel, knowledge articles, derive console
What do you dislike about the product?
360 view of customer, case routing, approvals
What problems is the product solving and how is that benefiting you?
Not having any issues at the time
Solves many issues!
What do you like best about the product?
Service cloud simplifies the process of understanding and resolving issues. Documentation and support facilitate setup and improvements.
What do you dislike about the product?
Sometimes user experience is difficult to configure
What problems is the product solving and how is that benefiting you?
Facilitating simpler problem resolution
Great help to manage cases
What do you like best about the product?
It helps us manage cases, get better customer satisfaction and better retain customers
What do you dislike about the product?
It requires some level of training to make it work out for the team but it indeed helps us
What problems is the product solving and how is that benefiting you?
In general it is got us to manage everything about service in one place. We don't have to navigate here and there to get information anymore. Agents are able to get what they need faster and it improves our support team's efficiency
Service Cloud transparency
What do you like best about the product?
Service Cloud is a great tool to bring to get her everything about your customer without the need to useless multiple tools. This leads to better customer interactions.
What do you dislike about the product?
There is so much available with Service Cloud knowing what pieces are best and realizing there may be a better co figuration sometimes takes some effort. This is getting better.
What problems is the product solving and how is that benefiting you?
Service Cloud is solving agent frustration by reducing the number of tools the agent needs. This gives them what they need faster and improved the customer experience.
Great tool
What do you like best about the product?
Service Cloud seems like a useful tool for our organization. Consolidation of information would allow for better customer service
What do you dislike about the product?
I don't know of a downside in using Service Cloud
What problems is the product solving and how is that benefiting you?
Growing our knowledge base articles for chat bot
Mind blowing
What do you like best about the product?
The versatility of the tool , a CRM combined with a multitude of functionalities including reports and Dashboards and now AI !
What do you dislike about the product?
When will SF have its own IVR telephony system so we don't have to use other vendors
What problems is the product solving and how is that benefiting you?
One platform that provides access to customer information historical data and also one of the best CRM tool out there
Easy to use
What do you like best about the product?
Service cloud provides a ton of out of the box functionality to help adopt best practices in contact center operations.
What do you dislike about the product?
It can be overwhelming to understand all of the data model and functionality when customizing.
What problems is the product solving and how is that benefiting you?
Aids in one of our key business processes to reach out to other businesses on behalf of our clients.
Very intuitive
What do you like best about the product?
Native updates, usablility. Also like the generative approach
What do you dislike about the product?
Cost is too high and needs to be more competitive
What problems is the product solving and how is that benefiting you?
Solve for agent deflection
Remote customer supporr
What do you like best about the product?
Being able to suppport customers remotely from call centers using chat, voice calls, bots
What do you dislike about the product?
Some features missing with integrations and different objects for messaging sessions and text messages
What problems is the product solving and how is that benefiting you?
Helping customers remotely, support during non business hours
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