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.
Automation with AI is the key to streamline customer service
What do you like best about the product?
The introduction of the use of generative AI streamlines customer service by deflecting cases and improves customer experience by providing personalized information!
What do you dislike about the product?
It hasn't gotten much attention in user community and diversity of functions not as developed as Sales Cloud.
What problems is the product solving and how is that benefiting you?
Automating some service support steps
One stop shop
What do you like best about the product?
Management of work is the best. We are glad to have our agents out of inboxes.
What do you dislike about the product?
We have some issues with loading times. We have a lot of information we need on the page to help our customer.
What problems is the product solving and how is that benefiting you?
Along with case management we are able to track SLAs
Service cloud review
What do you like best about the product?
It is user friendly and easy to use. The UI is easy to navigate and the reporting features are really excellent.
What do you dislike about the product?
There are some limitations that are hard to work around I.e establishing parent child relationships or how tasks need to be associated with a parent in order for sharing and visibility rules to apply.
What problems is the product solving and how is that benefiting you?
Using it to track the call volume that comes into the contact center. It helps us to easily identify which calls were productive and which ones can potentially be offset to a bot.
Very powerful platform for Service Automation
What do you like best about the product?
Service cloud is super customizable. You can get by with out of the box features like case management and assignment, or if your business processes are more complex, you can go into custom development to manage service
What do you dislike about the product?
Sometimes a feature works at a basic level, but there might be some limitations that will require you to go down a custom route. There are also lots of ways to configure a solution and it's not so straightforward to understand how to get started
What problems is the product solving and how is that benefiting you?
We use service cloud to allow customers to send questions and issues to our support engineering team. We allow email and entry through our customer portal to submit cases. The service cloud also allows us to route cases effectively
Inovation and Convenients on every corner
What do you like best about the product?
Being able to work with cases, milestones and omnichannel. Even for sales work Service cloud is excelling. Service cloud provides to everybody something to make their live easier.
What do you dislike about the product?
There are no real negatives, the product is solid, and is constantly being upgraded.
What problems is the product solving and how is that benefiting you?
Solvinf the workload management in the company. Organizing and speeding up the process.
Service Cloud
What do you like best about the product?
Omni channel, chat. It takes time for people to integrate multiple channels. Reporting gets easier once everyone is onboard. I havent used a lot of competitor products
What do you dislike about the product?
Complex to setup. Multi channel reporting on metrics is not possible. Since softphone etc data is handled outside of salesforce. Omni channel has its challenges and workforce management is an issue.
What problems is the product solving and how is that benefiting you?
It helps with knowing the customer better. It tracks all touchpoints from each channle to give a better view or the customer. First contact resolution has increased
Great
What do you like best about the product?
Integrations to other telephony. Specially for Genesys
What do you dislike about the product?
It can be complicated to implement. Should have a full solution
What problems is the product solving and how is that benefiting you?
Call center centralization
Lots of capabilities, keeps growing!
What do you like best about the product?
I love that you can see all the customer info in one place along side case history. Also excited to see the AI automation that's coming!
What do you dislike about the product?
It feels resource intensive to create new case types and set them up for email to case
What problems is the product solving and how is that benefiting you?
Keeping track of our cases and statuses for all customer service interactions, reducing email traffic and ensuring all agents have a single view of history
ITS AWESOME
What do you like best about the product?
Service Cloud it's amazing, it has help us also with our internal clients.
What do you dislike about the product?
I think the user interface it's kind of old
What problems is the product solving and how is that benefiting you?
Salesforce service it's helping me to improve the performance and the service we provide.
Good for the standard scenarios
What do you like best about the product?
It gives you so much out of the box to help your business get up and running. This helps you scale quickly if you business model matches up well with standard service processes. You can still customize as needed to help match your business needs but that may take some work to fit into the data model
What do you dislike about the product?
Cost. Like everything in salesforce when it's a good product it cost a good amount of money. I would ideally like to see the cost be reduced for better scalability
What problems is the product solving and how is that benefiting you?
Developing the solution from scratch. Since it's an out of the box feature it's easy to convince the business that we can scale quicker with compromises on how they do business
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