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.
Continued Automation and Learning for the Service Teams
What do you like best about the product?
Many internal sales and service users are hesitant with using technology and change management. With Salesforce it is as easy as clicking a button to get on a a call, and further allow the system to do its magic. The historical information about a client is all there, the potential prediction of what the client might need is all there. Omni channel, knowledge, and better reporting capabilities and customization has increased our adoption within the last 2 years.
What do you dislike about the product?
Not as easy to implement with the call center and get proper reporting.
What problems is the product solving and how is that benefiting you?
Distribution of workload across teams and users with different skill levels.
Service Cloud review
What do you like best about the product?
This gives a way to help the 360 CX and ability to react fast to our users.
What do you dislike about the product?
The complixity and manual deployment processes needed at times
What problems is the product solving and how is that benefiting you?
We have clients that need support and this allows us to track, route, and respond quickly
Great product that scales
What do you like best about the product?
What I like the most is the scalability of the product and the fact that it feels infinitely scalable.
What do you dislike about the product?
You need to take into account that you will need a system admin to really make it work.
What problems is the product solving and how is that benefiting you?
Salesforce cloud voice is powerful
Service Cloud is top tier for customer service
What do you like best about the product?
I am new to Service Cloud but it is easy to use and learn
What do you dislike about the product?
It has a lot of parts that I need to learn
What problems is the product solving and how is that benefiting you?
It is helping out our service organizations
Works great for our call center
What do you like best about the product?
Service cloud has a ton of features that works very well with our call center needs. Case management is a highlight
What do you dislike about the product?
Does not have inbuilt CTI capability.
What problems is the product solving and how is that benefiting you?
Our call center uses service cloud extensively, agents are able to use and navigate the product with ease,
Experience I. Service for last 8 years
What do you like best about the product?
Service cloud is very good with the case management and computer telephony integration with five nine. Surveys and experience cloud takes customer engagement to next level.
What do you dislike about the product?
Wish the solution management is good and I wish there is a better integration with asset.
What problems is the product solving and how is that benefiting you?
Case management is the current primary usage
A good platform where connect your customer experience
What do you like best about the product?
That give you the opportunity to have all the customer experience and support to our clients... It is easy to use declarative tools to provide paths to supports our process
What do you dislike about the product?
It could be nice to have some sort of pipeline into the case managing business process. It will be helpful for the users.
What problems is the product solving and how is that benefiting you?
It is solving the problem to follow how do what to our clients... We can follow every interaction with them.
Invaluable asset.
What do you like best about the product?
We went to Salesforce from Siebel and it improved our user experiense dramatically. Case managment, order managment and other Salesforce capabilities make the work of our call center agents so much easier.
What do you dislike about the product?
Not much, our users like working with Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
It makes the work of our Call center agents so much easier.
Manager, CRM & Data
What do you like best about the product?
The ease of use and low code customization
What do you dislike about the product?
Governor limits are very restricting for larger organizations
What problems is the product solving and how is that benefiting you?
Helping our customers solve their problems through submitting cases that are automatically fulfilled to better serve our customers.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Design the Experience Your Customer Need
What do you like best about the product?
Service Cloud is the most robust, configurable, and innovative service platform out there. Intricate flows and its ability to handle complex and tailored integrations is why we continue to be a strong partner. It simplifies our agent's workload, reduces customer effort, and provides valuable insights to our business teams.
What do you dislike about the product?
The default interface is not as beautiful as competitors, but with a little effort can be changed. It's a difficult balance if form and function; the latter is prioritized more often.
What problems is the product solving and how is that benefiting you?
Managing large volumes of complex customer inquiries and relating data across disparate systems to provide the end-users with real-time insights to process them quickly, accurately and with high customers satisfaction.
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