Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Helping service agents know what to do
What do you like best about the product?
New service agents can be onboarded faster by providing prompts on what actions to take when servicing customers. Next best action helps them with this
What do you dislike about the product?
It can easily get cluttered with data if you let it.
What problems is the product solving and how is that benefiting you?
Recording data about issues our customers face
Service cloud if one stop solution for all your customer service
What do you like best about the product?
Service cloud is so good that a customer can automate complete service lifecycle for their clients.
What do you dislike about the product?
Nothing is there to dislike about service cloud
What problems is the product solving and how is that benefiting you?
It's being used as ticketing tool for our sales users:
Omni Channel Capabilities
What do you like best about the product?
Service Cloud has been a game changer for our organization due to us collaborating and leveraging one platform to handle all our channel needs. Customization of experiences also helps us to provide better service.
What do you dislike about the product?
Service Cloud has the opportunity to enhance the email to case functionality. Perhaps Einstein Copilot will help but today state it only maps the email to a team and would be best to prepopulae information we know to help
What problems is the product solving and how is that benefiting you?
Service Cloud provides a consolidated and shared experience to support our customers. By the entire organization using it the same way helps us to better training and support
Amazing product
What do you like best about the product?
Have been in this field for over 12 years and amazing product. Easy to use and agents love it. Easy to interact and develop
What do you dislike about the product?
Service console is a bit confusing for new agents.
What problems is the product solving and how is that benefiting you?
Helping agents serve grocery store customers.
Enhanced Agent Productivity
What do you like best about the product?
The ability of Service Cloud to leverage Einstein will drive first call resolution and better outcomes for callers.
What do you dislike about the product?
The licensing model has a high up front cost and no month to month for short term projects.
What problems is the product solving and how is that benefiting you?
SF Service Cloud creates an integrated agent workspace, with AI and real time agent assist.
Spectacular solution
What do you like best about the product?
Can see in a single view all the cases, Dashboards and reports
What do you dislike about the product?
Difficult implementation, not a Spanish trainings, not support a DM from Instagram
What problems is the product solving and how is that benefiting you?
Track the cases and Make sure the resolution
Service Cloud is the way to go!
What do you like best about the product?
As a company that already utilizes Salesforce Sales Cloud, it makes sense to move our support into the same ecosystem. It helps coordinate data across teams and processes along with being the premier platform for support.
What do you dislike about the product?
Implementation requires a lengthy time and experienced team
What problems is the product solving and how is that benefiting you?
De-silohing our teams
Very helpful tool
What do you like best about the product?
The system is easy to configure for our specific use case, it is quick and easy to train our team on how to best to use it
What do you dislike about the product?
Sometimes the added features are really restrictive without purchasing additional licenses but the SF team are great at helping find best solutions
What problems is the product solving and how is that benefiting you?
Single view of our customer throughout the customer journey
Service Cloud!
What do you like best about the product?
Being able to connect with our customers and have the data to provide excellent service.
What do you dislike about the product?
Nothing to note here at the moment, but wil let you know!
What problems is the product solving and how is that benefiting you?
Being able to track our incoming request for service across out business lines. We've been able to allow our agents to track these issues.
Great efficiencies
What do you like best about the product?
We migrated to service cloud a few years ago, and we've had great success in organizing our service teams in an efficient and effective manner.
What do you dislike about the product?
I think our biggest challenges have been around adoption of our processes to the product. We'd like to see a better adoption process to be available.
What problems is the product solving and how is that benefiting you?
Operational efficiencies and operational impact.
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