Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Chat bot
What do you like best about the product?
Case management milestones and chat bot amazing features and easy implementation
What do you dislike about the product?
Email to case challenges on high demand level of emails
What problems is the product solving and how is that benefiting you?
Easy slas in implementation and tracking, next actions
Great for help our agents
What do you like best about the product?
Its easy to connect with our data base, and help our agent team, front desk team and back team to get the right answer for our customers.
What do you dislike about the product?
For now only the cost. Its expansive for us in latin america
What problems is the product solving and how is that benefiting you?
Be able to answer our clients fast, personalize experiences.
Ease of customization
What do you like best about the product?
Easy to tailor to the business situation. Customization!
What do you dislike about the product?
The Location and address object have strange architecture with a circular loop.
What problems is the product solving and how is that benefiting you?
Repair management
Seamless customer support
What do you like best about the product?
A centralized solution which enables attending your customer demands during the post selling activities, covering all channels and needs and increasing presence
What do you dislike about the product?
Limited front end interface for callcenter users which leads to developing custon interfaces, and also the steep learning curve required to understand all the comprehensive fratures
What problems is the product solving and how is that benefiting you?
Covering all service channels with deep features and great connexion between other clouds like sales and marketing. Ability to configure different service treams with omnichannel
My journey from Mainframe Developer to Salesforce Service cloud is super excited and interesting.
What do you like best about the product?
Anyone can learn and start working on it. Easy to use and helps our customer's job easy.
What do you dislike about the product?
It is not easy as Sales Cloud to comparately difficult for customization.
What problems is the product solving and how is that benefiting you?
During product maintainace phase, it is easy to work on customer inqueries, complains, feedback, improvement. It help us to improve the customer satisfaction which indierctly help us increase our productivity.
Salesforce integration on track
What do you like best about the product?
We have been working with Salesforce to integrate and support the knowledge of Customers and meet the where they are. Our Reps have benefitted from having so much information in one spot and being able to see why they potentially are contacting us and start the call/email/chat on a more personal note.
What do you dislike about the product?
Keeping compliant with contractual needs can be a challenge. Union negotiations only occur every 4 years, so it can take awhile to vote for changes that impact their responsibilities. It has also taken a long time to develop and it still is not what we were sold. Our end users saw the potential in user training, but haven't seen it in production.
What problems is the product solving and how is that benefiting you?
We were able to create a chat portal to open a new channel for supporting customers. We have it limited to just our enrolled members and it's very popular. We are looking for ways now to expand chat opportunities while adhering to PCI compliance.
Ease of use bringing better customer experience
What do you like best about the product?
The service console where you have all grouped to solve cases
What do you dislike about the product?
Connecting to the different channels to create a truly Omni-channel experience can be complicated
What problems is the product solving and how is that benefiting you?
Case creation and follow up, case escalation with alerts you can easily escalate casss to the proper levels on the organization
Ideal for Managing Sales, Would Change Language Support
What do you like best about the product?
I love the sales process of Salesforce Service Cloud, which is fundamental for us and motivates us to purchase it again. Additionally, the initial reports and sales funnels, along with lead management, are tools we use daily and find extremely useful.
What do you dislike about the product?
What bothers us the most is that we cannot put it in Urdu.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves account sharing issues and provides clarity for taking action on leads. We use initial reports and sales funnels daily, improving our sales process and lead management.
At the core of service transformation
What do you like best about the product?
Service Cloud enables me to deliver a fast and impactful service transformations for my clients. It contains the technology I need such as productivity tools to automate processes and extensive reporting capabilities to deliver insights to agents, supervisors and management.
What do you dislike about the product?
The ability to see when there are updates to a case when a customer responds to an email is missing and it would be great to have this visibility in queues and list views
What problems is the product solving and how is that benefiting you?
It delivers a great case management solution in connection with the sales and marketing platforms to have one view on the customer relations. Delivering on Service Cloud is accelerating the transformation and it improves the operational performance and customer satisfaction for my clients.
We selected Salesforce as our first legitimate CRM
What do you like best about the product?
The holistic experience of knowing everything and accessing everything on our constituents in a single place, with automations to alert agents and clients, plus the potential of AI to add insights we may not have seen on our own.
What do you dislike about the product?
Choose your partners well - a good partner will help you ask good questions and find the straightest line to a solution. Without a good plan, a design and build can go off the rails and get expensive pretty quickly.
What problems is the product solving and how is that benefiting you?
We had been operating part of our work flow (lead list) out of a spreadsheet before entering into a very feature-limited CRM (basic information storage only). Now using Service Cloud as a full-service solution for all levels of care for our constituents. Also added round robin app to disperse inbound comms to available agents, and will be launching a community portal shortly, where our agency partners can view and update their own information or create a case (a first for us). This will facilitate unprecidented communication and transparency with our partners and clients.
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