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.
Salesforce Service delivers
What do you like best about the product?
The ability to empower users to have all the details they need at their fingertips to resolve issues and support clients. And the ability to review and learn from trends.
What do you dislike about the product?
Without sufficient training, users struggle with maximizing their work. Would live more ways to support real time training and suggestions for improvements so admins can continually solve issues.
What problems is the product solving and how is that benefiting you?
A unified way to collect, take action, resolve and improve. Used for both internal staff and external clients. Provides good data on trends and streamline case management
Great tool to enhance your client experience
What do you like best about the product?
Tracking client need and issues while being able to follow up and deliver results
What do you dislike about the product?
To ensure you get the most value you will need specialised resources to help you quickly unpack the benefits
What problems is the product solving and how is that benefiting you?
Ensure we have a 360 view of our clients
Great tool for Support Agents to track and solve customer cases
What do you like best about the product?
It a great tool. One stop for agent to review custome case. Knowledge panel recommends best article to resolve case. Analyst can communicate with customer through email/chatter etc. In build milestones for SLA process.
What do you dislike about the product?
One caveat is unable to filter knowledge articles by Data categories in easy way. More improvements needed. Also Email to Case issues when having longer email threads causes new Cases to create.
What problems is the product solving and how is that benefiting you?
Resolve customer cases with knowledge management. Communication channels through email and chatter to keep customer engaged resulting best customer satisfaction surveys.
Love service cloud
What do you like best about the product?
I love the efficiency and different options to use cases
What do you dislike about the product?
Case flows do seem to get more complex with even a single record type
What problems is the product solving and how is that benefiting you?
Tracking cases with customers who reach out to support. Better reporting and metrics
Service Cloud Routing
What do you like best about the product?
I like that you can route based on skills, level, and more.
What do you dislike about the product?
Omni-channel is confusing that you get more with a higher license like messaging etc.
What problems is the product solving and how is that benefiting you?
Case management for tech and customer service
Service Excellence
What do you like best about the product?
Scalability and intutive experience been the most phenomenal thing about service cloud - while it also brings in a lot of customization and personalization based on our customer needs
What do you dislike about the product?
Not a lot to elaborate on dislike - however the pricing of the tools are less affordable which is one of the major downsides to most of Salesforce products in general
What problems is the product solving and how is that benefiting you?
Connecting customers and sellers in an efficient way to manage relationships while also supporting them in providing necessary details to better service on a day to day basis
Service Cloud improves your customers experience
What do you like best about the product?
It enhances customer service experience in an organic way providing a 360 business view
What do you dislike about the product?
I don’t have any features I dislike. It serves its purpose.
What problems is the product solving and how is that benefiting you?
Optimizes communication with contact center agents and customers .
Power of a merge
What do you like best about the product?
We have a complex operations and support organization and we leverage both standard and custom objects to provide the support teams the tools they need to service our customers. We recently merged sales and service which then allowed us to connect prospects to live customers giving a view of the entire customer journey. This allows for personalized support and drives new opportunities. We are excited to explore new AI capabilities to further power our team through consistency and automation!
What do you dislike about the product?
Organizing and standardizing data has presented a problem and connecting SF to external data sources. There are tools we can use but it would be helpful to have more native guidance.
What problems is the product solving and how is that benefiting you?
Creating a single place for all sales and support users to interact to the end goal of supporting our customers throughout their lifecycle. Our performance is growing as we learn to leverage data more effectively
Service Cloud powers our ability to delight our customers with timely service
What do you like best about the product?
I love the ability to integrate tools like Slack directly into the Salesforce experience. Slack is a powerful tool for us to collaborate quickly and effectively
What do you dislike about the product?
Sometimes there are too many ways to get things done. Some things are super complicated and detailed. Some things are so rudimentary to be completely useless. We are excited to see everything mature.
What problems is the product solving and how is that benefiting you?
1. Collaboration with swarming through Slack. Drives faster answers to customers and promotes single touch resolution.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
2. Omni-Channel SBR helps us unify our case and chat modalities on a single platform to more quickly assign work to agents so they can get customers answers more efficiently.
Customer Service or the connected customer
What do you like best about the product?
The length and breadth of features across the service platform and now with AI/Gen AI applied to various points in the service workflow makes it a great product.
What do you dislike about the product?
Nothing really. Need the Generative AI features more rapidly.
What problems is the product solving and how is that benefiting you?
Field Service Innovation, key service metrics across all service areas, generative AI capabilities that enhance agent and customer experience, driving towards business value
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