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.
Service Cloud is great for enterprises
What do you like best about the product?
They are pushing the boundaries on how we can provide support. With Ai and Gen Ai we are going to see so many new possibilities and new team structures. It's going to be a wild wide.
What do you dislike about the product?
It is definitely tougher to build out due to the level of customization you can have.
What problems is the product solving and how is that benefiting you?
They're enabling us to automate via ai and easily implement GenAi.
Great experience for service agents
What do you like best about the product?
It enables our services users to support customers. The team has continued to innovate keeping end user experience in mond, which has enhanced user experience significantly over the years.
What do you dislike about the product?
We need more flexibility around how Salesforce objects can be deployed. Moreover, we need more flexibility in terms of reporting and how data sets are handled.
What problems is the product solving and how is that benefiting you?
It is solving for customer self service which is central to our strategy. Morever, we appreciate the work being done around Einstien and Knowledge Management, which boosts employees productivity
Customer Profile in One Place
What do you like best about the product?
Very useful to have all the customer detail in one place!
What do you dislike about the product?
Multiple users may become costly - Best to find solution with the rep.
What problems is the product solving and how is that benefiting you?
Using multiple platforms previously.
World class crm software for enterprise of any scale
What do you like best about the product?
Anything that an enterprise needs to create a world class CRM system via low code strategy is available ootb . Secure infrastructure and ability to seamlessly integrate with rest of the enterprise
What do you dislike about the product?
Add on pricing for some must have features
What problems is the product solving and how is that benefiting you?
Provide best customer service to our customers
Service Cloud Great addition to the Salesforce Products portofolio
What do you like best about the product?
Takes out any Integration issues and having all in one solution makes it a great addition.
What do you dislike about the product?
So far there are no things that I dislike. Will continue testing it out and update if necessary.
What problems is the product solving and how is that benefiting you?
Overal performance improvement .
Service cloud
What do you like best about the product?
Omni channel usage and knowledge base usage
What do you dislike about the product?
Connecting existing service portal to service cloud, no additional customizations for live agent
What problems is the product solving and how is that benefiting you?
Case management and knowledge articles
Using Service Cloud for different types of customers
What do you like best about the product?
My favorite part about service cloud is the integration with experience cloud. The ability to use them for different customer types and customizing it across consoles.
What do you dislike about the product?
My least favorite part is as you continue to customize it, you lose certain OOB components.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us to bring in many different types of cases and routing them to the correct place.
Single source of truth!
What do you like best about the product?
100% visibility on the account including sales, communications, and cases, all on the same platform.
What do you dislike about the product?
Knowledge base is an add on to the enterprise edition.
What problems is the product solving and how is that benefiting you?
We had to go to multiple systems previously and could not see the full picture on any of our accounts.
Great platform for efficient Customer Support
What do you like best about the product?
Features around AI and Einstein and GPT helps best industry standards capabilities to deliver the most of the customer engagement and support.
What do you dislike about the product?
Few limitations around around Einstein Case Features like Einstein Case Classification and Skills BAsed Routing Rules limit of 100.
What problems is the product solving and how is that benefiting you?
Solving B2B Customer Support through multiple channels like Email to Case/Chat/Web to Case/telephony
Service Excellence
What do you like best about the product?
Simplistic way to service and support the customer experience
The features are simple to use and our frontline has given us great feedback.
Everyone should use this tool.
The features are simple to use and our frontline has given us great feedback.
Everyone should use this tool.
What do you dislike about the product?
I do not have any complaints about service cloud. Our implementation was seamless with limited issues. I would tell anyone using it that they should have clear requirements to launch their tool
What problems is the product solving and how is that benefiting you?
Aggregation of information and seamless passing of customer information through the system
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