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.
Centralized support for all services
What do you like best about the product?
Case management for all self service requests errors on top of all incoming phone calls or emails, with consistent report and tracking available
What do you dislike about the product?
Connector with live chat sometimes has inconsistent status showing or inability to have multiple sessions open
What problems is the product solving and how is that benefiting you?
Centralizing all of our service and support as well as tracking when automation fails via case. Additionally connecting to other service orgs across our company
Service Cloud Review
What do you like best about the product?
That it's part of the Salesforce ecosystem!
What do you dislike about the product?
Getting business aligned on strategy for what to use it for
What problems is the product solving and how is that benefiting you?
Method to intake cases, solve customer issues, and track work
Great experience with service cloud
What do you like best about the product?
I love the ease that Service Cloud offers our technology and service teams. Our service representatives feel enabled in equipped with the right information to make the best accommodations for our Customers.
What do you dislike about the product?
No complaints. I always look forward to new releases.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is our B2B case management system and our Customer Support and Services Team at Southwest Airlines. It solves data unification, and response time issues.
Service cloud - Great
What do you like best about the product?
Extremely customizable with a smooth UX!
What do you dislike about the product?
Sometimes can be overwhelming if not designed well and streamlined
What problems is the product solving and how is that benefiting you?
Assignments of cases and support to isers
Biz manager view cases only
What do you like best about the product?
It's helpful that all the clouds link. I like the transcription functionality on cases
What do you dislike about the product?
Access to cases can be difficult to view if you are not specifically listed on the team
What problems is the product solving and how is that benefiting you?
It's showing our customers that we can help them with info and we don't expect them to search themselves for every little thing
Great start
What do you like best about the product?
Ease of access and setup. Connectivity with sales cloud that we didn't have before
What do you dislike about the product?
Nothing so far! We need to continue using
What problems is the product solving and how is that benefiting you?
We have a HelpDesk that we know will step up its performance with Salesforce- we use sales cloud so it's very convenient
Love this product!
What do you like best about the product?
We love the product because of the flexibility and ease of use the low code, no code automation offers. The product includes sales plus service and is user friendly and offers a lot of out of box solutions.
What do you dislike about the product?
It's all about the user experience and Salesforce offers a lot of options, however they are sometimes not available in the product we purchased and would be considered an add on.
What problems is the product solving and how is that benefiting you?
We mainly use Sales Cloud within the Service Cloud Product. We've realized a lot of benefits with automation and improved process and procedures.
Salesforce Service Cloud
What do you like best about the product?
Everything you need to get started with end to end Customer Service/Support is available and when paired with Experience Cloud you'll be able to supply a full customer experience to your clients/customers.
What do you dislike about the product?
Currently, if you want to stay on platform and utilize a knowledge base you'll need to relate with the Knowledge Article object and this object feels a bit left behind and could use some updating; working with versions and attachment to cases is somewhat unintuitive.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our organization to track SLAs, engage in meaningful channels directly with our clients and provides insights into resolution metrics as we drive toward a more streamlined and easy experience for our customers.
A must need tool for Customer service
What do you like best about the product?
A holistic view of customer 360 bringing all interactions and service requests together to make customer interactions personalized . Now that Salesforce is bringing industry view , it makes it easier to deploy with more out of box features
What do you dislike about the product?
None.. The increased out of box capability specific to industry brings lot more out of box features while otherwise it was customized so far . Heavy customization was the problem which is now getting resolved through industry specific solutions
What problems is the product solving and how is that benefiting you?
Enables customer service agent to give personalized recommendations when a customer calls . Tailored activity brings in improved customer experience and better loyalty
Great for handling cases, including creation through integrations
What do you like best about the product?
Helps us eliminate phone calls and emails. Hoping to utilize chatbots with GPT in the near future.
What do you dislike about the product?
Not always the fastest UI so the experience feels slow and laborious sometimes.
What problems is the product solving and how is that benefiting you?
Deflection of cases through chatbots, improved case creation through web to case and email to case. Omni-channel routing works well too
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