Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Digital Product Manager
What do you like best about the product?
Flexibility of the tool by industry, subject and company desire of results.
What do you dislike about the product?
More examples & template recommendations by industry
What problems is the product solving and how is that benefiting you?
One stop shop for customers & employees
25+ year experience in Service Centers development
What do you like best about the product?
All-in-one solution for Service centers from self-service to personal service with reporting cababilities. Ability to build seamless processes across Customer-facing employees: Service, sales, marketing, etc. And soon obviously good AI and automaation tools :)
What do you dislike about the product?
Expensive pricing even it comes to occasional (case management) users such as back-Office users, etc. Please introduce New "light user" licensing model. Active users license model is currently Ok, but A bit expensive compared to MS Dynamics.
What problems is the product solving and how is that benefiting you?
Combine disconnected Service channels into ole. Service process engine including self-Service and automation. Cooperation with sales, marketing, etc. As end-result internal efficiency and employee satisfaction increases that reflects positively to Customer satisfaction.
Service cloud for scale
What do you like best about the product?
Easily manage slas with entitlements and milestones. The addition of dynamic forms recently is also a game changer in managing dependency in data collection by case types
What do you dislike about the product?
Complexity of setting up Omni channel sources for cases versus some of the other providers, especially WhatsApp and the need for digital engagement. We have had inconsistent results from what's app bots
What problems is the product solving and how is that benefiting you?
Providing consistent support and responses to customers. Enabling self service and case deflection, allowing cases to enter via multiple channels and respond the same
Service Cloud is getting better
What do you like best about the product?
The customer 360 view and Omni Channel. I love that everything can be done at one spot
What do you dislike about the product?
The additional cost for sales could users and expensive than the competitors
What problems is the product solving and how is that benefiting you?
Not being used in the current organization
Service Cloud makes servicing clients easier
What do you like best about the product?
The best thing about Service Cloud is that once it's setup, it becomes a powerful force in equipping service agents to assist with support queries quickly and effectively.
What do you dislike about the product?
Strong technical knowledge is required to setup the full suite of Service Cloud products and integrations. An improvement could be to make this more of an automation style building process.
What problems is the product solving and how is that benefiting you?
Case management and skills based routing are highly valuable aspects of business improvement that have increased customer satisfaction. Service agents are also more confident when tackling cases as they know they have the support of the Service Cloud behind them.
Service Cloud Review
What do you like best about the product?
I love the dashboards! I appreciate I can see where I line up against my peers
What do you dislike about the product?
Nothing much to report. My company wishes to see more
Time saving opportunities.
Time saving opportunities.
What problems is the product solving and how is that benefiting you?
It allows for easy access to all of my client information. Any customer success representative is equipped with the tools they need to help our clients succeed.
Service Cloud is awesome
What do you like best about the product?
Ability to create and maintain our CRM experience with customaiztion and productivity add ins that are plug and play
What do you dislike about the product?
Nothing at this time. We have a heavily customized org so most of our issues are self inflicted
What problems is the product solving and how is that benefiting you?
Ability to connect with our customers effectively and efficiently in a timely manner
Service Cloud Review
What do you like best about the product?
I love the integrative abilities for organizing customer data in chat, web, and telephony routing. The Quick Text and Knowledge Article features are ideal for complex products.
What do you dislike about the product?
More so than other Salesforce applications, I feel Service Cloud requires more plug-ins and oversight to be useful. For the non-techie, managing merge fields and macros should be more user friendly.
What problems is the product solving and how is that benefiting you?
Service Cloud gives our product engineers and customer service reps details into the customers history. It streamlined communication across departments and makes it easy to pass cases off to sales as opportunities.
Powerful tool to serve customers
What do you like best about the product?
Agents are enabled with everything they need to provide excellent customer service.
What do you dislike about the product?
Tough to implement when you have many legacy systems and disorganized data.
What problems is the product solving and how is that benefiting you?
It gives us a great view of the customer, which allows us to personalize conversations and increase satisfaction.
magic service with Einstein!!!
What do you like best about the product?
The innovation with générative AI...all intégrated with customer data
What do you dislike about the product?
The integration with service voice cloud
What problems is the product solving and how is that benefiting you?
Case management workflow for first & second level
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