Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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SF Coordinator (Administrator) for Transportation Company Ryder Last Mile
What do you like best about the product?
Being able to properly track response times and give our customers the best service we can provide.
What do you dislike about the product?
Limited by what I'm allowed to do within the platform. I would love to really simplify our day-to-day work but sometimes are limited by what's available to us.
What problems is the product solving and how is that benefiting you?
Service Cloud is solving our communication time between the start of a request to the end of the request giving us the ability to provide proper customer service in a timely manner.
Easy to use and add functionality
What do you like best about the product?
Ease of use. It's easy for the team to learn how to use the tool and easy for the tech team to make changes. We have just started using service cloud voice which is embedded and it's very easy as well.
What do you dislike about the product?
Some features could use an update like reporting. I don't want to have to buy an added license to get the basic fields and objects into a report. I spend way to much time in trial and error with reporting.
What problems is the product solving and how is that benefiting you?
It is helping us solve the challenge of free text emails with missing information. We are using community to standardize requests and route them to the right agent
Service in Action
What do you like best about the product?
Salesforce Service Cloud allows my staff to focus on the heart of our company: the customers. Using automation and AI technology allows us to create a human touch with efficient customer service.
What do you dislike about the product?
I don't have any fidlkijes to date. Our company enjoys learning more about available features.
What problems is the product solving and how is that benefiting you?
This allows our customers to have access to professional support and equips them with the knowledge to help themselves.
Great product, love the out of box workflows
What do you like best about the product?
Integrated platform. The fact that it integrated with other workflows
What do you dislike about the product?
None. We love salesforce platform. Like the way everything is integrated
What problems is the product solving and how is that benefiting you?
Internal ticket managemeny
Case management for tracking documentation
What do you like best about the product?
Cases management is in a central place. Easy to find and share records with peers
What do you dislike about the product?
Dealing with objects I don't need to use
What problems is the product solving and how is that benefiting you?
It is optimizing the way we can get information to the right people to solve the issue at hand
Difficult transition but promising future
What do you like best about the product?
The best thing about Salesforce Service Cloud for our team is the volume of incredibley clear data. We have unlocked data that we haven't had access to before and that is so vital for implementing process improvements for our team.
What do you dislike about the product?
So far, the visual appearance of the program hasn't been impressive.
What problems is the product solving and how is that benefiting you?
Our biggest problem has been a lack of comprehensive data coming from Zendesk, but now we have so much data and a lot of dashboards that provide vital information that is required to implement process improvements. Without data our engineering team won't buy in and help engineer solutions.
Service Cloud essential for contact centers
What do you like best about the product?
I love the flexibility and the powerful reporting out of the box.
What do you dislike about the product?
As just a user, you are dependent on a an administrator which could be frustrating if IT resources are thin.
What problems is the product solving and how is that benefiting you?
Allowing us to capture valuable customer feedback that has led to product improvements.
Offers us the ability to automate and scale aswell as leverage innovation from those that do it best
What do you like best about the product?
Being connected into a powerful network and community. Automation and scaling potential
What do you dislike about the product?
It's an expensive tool so continually keeping on top of ROI and ensuring we use in the best way. Being challenged on cost
What problems is the product solving and how is that benefiting you?
Case management & telephony
Super session
What do you like best about the product?
AI , case management, omni channel and etc
What do you dislike about the product?
Need more Customization to support business processes
What problems is the product solving and how is that benefiting you?
We need to move from servicenow to field service
Nice to understand
What do you like best about the product?
The way it integrates with the sales cloud and have all data in one place
What do you dislike about the product?
Needs more customization to match few business process
What problems is the product solving and how is that benefiting you?
Having service and sales at one place to have a customer 360 view
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