Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Rich Customer experience and case management
What do you like best about the product?
Various feature of service cloud like case management, email messaging, omnichannel, automating case assignment, escalation rules enhance customer experience. More importantly Service cloud now integrates well with whatsapp to provide better customer service
What do you dislike about the product?
Only limitation I see is the governance limit and limitation around file transfer
What problems is the product solving and how is that benefiting you?
It eases out our apporach of manually creating the cases that we receive through email and whats app. Now integrating whatsapp with salesforce and enabling email to case solves our problem,
Opportunities
What do you like best about the product?
There are so many options that are available through Service Cloud. We are just tapping the service and looking forward to growing.
What do you dislike about the product?
Our current design has opportunity and we are currently investigating our opportunities.
What problems is the product solving and how is that benefiting you?
Adding Live Chat provides an added channel to provide consumer support. We are looking forward to advancements.
Loving it
What do you like best about the product?
Updates are always coming and hit o. The points that we need.
What do you dislike about the product?
What do I get with fsc that I don't get with service cloud.
What problems is the product solving and how is that benefiting you?
Contact center that utilitizes voice text email to case. Being able to route these cases and link them to policies and accounts or other parent cases
Awesome experience
What do you like best about the product?
Service cloud help customer service team serve customer with exeptionql experience and the service cloud always be updated with new technology to help customer
What do you dislike about the product?
Service cloud still lack some feature that should come as out of the box feature for example like Line application connector which is needed by a lot of customer on my country.
What problems is the product solving and how is that benefiting you?
Customer service team use many application to serve their customer. Service cloud enable single view of customer and interation from both voice and non-voice channel
Automate and Eliminate
What do you like best about the product?
The biggest thing I like about service cloud is that as an admin I can create automated emails, case flows and more for my customer service agents to quickly and efficiently eliminate manual work!
What do you dislike about the product?
My biggest dislike is bot conversations are a little difficult without a developer
What problems is the product solving and how is that benefiting you?
We use automated responses and bot to eliminate small tedious tasks and questions from the agents allowing them to work closer on other items
Great but falls short in some places
What do you like best about the product?
The best part of service cloud is that it's the same data as my existing CRM and I don't have to do additional integrations
What do you dislike about the product?
Some features require you to go looking for additional tools to get more than just a basic experience
What problems is the product solving and how is that benefiting you?
Customer experience from pre-sale to post and beyond is all in one place and seamless
Fast Solutions
What do you like best about the product?
The versatility of the platform, and allowing users to access data quickly. It provides our users with a clean and efficient solution for customers, and gets them across the goal line.
What do you dislike about the product?
There is so much going on inside it, that sometimes it feels overwhelming.
What problems is the product solving and how is that benefiting you?
It allows us to track history of issues, and all the different interactions. As well as interact with a customer with their live data available.
Ease of use and feasibility
What do you like best about the product?
Automation, analytics and Case Management
What do you dislike about the product?
Difficult to use without learning and customization. Downtime is also a concern.
What problems is the product solving and how is that benefiting you?
Case Management
Powerful and scalable
What do you like best about the product?
Most helpful is Omni channel and the backing of Salesforce automation to customize and empower users to do their best work
What do you dislike about the product?
It has been a steep learning curve for our users as we migrated to service cloud. A lot of change management was needed to ensure users were trained and felt confident
What problems is the product solving and how is that benefiting you?
Our product is payment processing. Our support center is critical if payments didn't process correctly so we have a place for customers to request help. We can support more customers and our data is integrated with sales data
Comprehensive Service Platform
What do you like best about the product?
It integrates with all of our sales and we're able to customize further to meet all our business needs. Out of the box, service cloud gets you up and running quickly and further customization is always available if needed.
What do you dislike about the product?
For those with basic business requirements it may work out of the box but for more complex requirements, will require customization with more advanced developer knowledge.
What problems is the product solving and how is that benefiting you?
It serves as our primary ticketing system, email to case, live chat, and integration with experience cloud to serve as our customer support portal. It was easy to get it setup and fulfilled business requirements immediately.
showing 4,281 - 4,290