Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Future thinking
What do you like best about the product?
Ease of configuration and ability to align to workflows. Unlocking of next actions items are centralized in one system
What do you dislike about the product?
Making sure screens don't become so cluttered trying to give the agents all info. Finding the balance. Flexibility is an asset but it comes with a governance need
What problems is the product solving and how is that benefiting you?
Replacement of aging archaic architecture
Salesforce Service Cloud just works!
What do you like best about the product?
When considering a case or incident management solution people are generally looking for something that can help track the work that comes in. With Salesforce Service Cloud it does this at its most basic function. What is great about Service Cloud is that is takes service to the next level by giving you great insights that can be used as inputs to greater customer service
What do you dislike about the product?
If there is anything negative about servuce cloud it would be the fact that the out of the box reporting could be better. Yes you can create your own reports for all the Service Cloud data but what would be nice is to have more out of the box report for users, managers and executives all categorized separately
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps in managing turn around time on cases. We the routing and escalation processs make the work load manageable for our team. This ultimately results in us providing improved customer service to our customers
Huge efficiency improvement
What do you like best about the product?
Salesforce service cloud has helped us fully rebuild the way that we drive a superb customer experience.
What do you dislike about the product?
There's still significant work to be done for us integrating a number of our other non salesforce platforms.
What problems is the product solving and how is that benefiting you?
It's helping maintain all of our customer interactions
Amazing!
What do you like best about the product?
I love how easily configurable service cloud is. It allows me to customize it to meet all of my needs.
What do you dislike about the product?
There are almost too many choices and that makes it hard to pick.
What problems is the product solving and how is that benefiting you?
Communication with the service team and transparency to the rest of our business
Excellent platform
What do you like best about the product?
Scalability, customization and ease of use.
What do you dislike about the product?
Need a specializing resource to run larger implementations.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud allows us to effectively track and manage work load across our internal teams.
good point
What do you like best about the product?
Use amazon connect , Call centers can be easily built.
What do you dislike about the product?
There's nothing particularly bad about it.
What problems is the product solving and how is that benefiting you?
It will solve all your problems and you will be able to use your time more effectively.
Valuable
What do you like best about the product?
Having all sale and service information under same umbrella.
Support different support channels.
Support different support channels.
What do you dislike about the product?
SLA measurement has many problem
Slack integration doesn't support all use casea.
Slack integration doesn't support all use casea.
What problems is the product solving and how is that benefiting you?
One stop shop for all the customer needa
Cases for the win!
What do you like best about the product?
Email-to-Case makes service team more productive than simply using outlook
What do you dislike about the product?
Cases are perfectly set up for a call center type of implementation but needed a bit of customization in our business model where emails need to be tied to an account, and account owner, but the email sender is a contact of another company (a broker/partner that we work with on multiple client accounts)
What problems is the product solving and how is that benefiting you?
Cases give our service team and service manager insight into unresolved issues, provide SLA insights and we've incorporated a "Time to first response" field since a large number of our cases are not able to be closed in a single interaction, but we need to ensure that we initiate contact quickly.
Salesforce Solutions Managed
What do you like best about the product?
Service cloud has great features to make calls with CTI integrations, send communications like emails/ faxes and log incident tickets
What do you dislike about the product?
Integrations to data lake, push and pull data. Not much from out of the box reporting
What problems is the product solving and how is that benefiting you?
Managing contact center. Agents reach out to prescribers patients etc
Tech review
What do you like best about the product?
Chat bots enablement is awesome feature. Case management and entitlement process is a best feature to track SLA
What do you dislike about the product?
Communities and api integrations for other communication platforms could be improved
What problems is the product solving and how is that benefiting you?
SLA management and case management
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