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.
Exploring Service Cloud for our Retail branches
What do you like best about the product?
That you can have service and sales abilities all in one system!
What do you dislike about the product?
I dislike that we can't hide standard fields
from certain page layouts.
from certain page layouts.
What problems is the product solving and how is that benefiting you?
Improving customer case management, and combining multiple systems into one
Efficient and user friendly
What do you like best about the product?
As an end user, this definitely makes support tasks a easy. Its has so many capabilities out of the box and is user friendly
What do you dislike about the product?
Navigation and user experience can be better
What problems is the product solving and how is that benefiting you?
Customer issues
Salesforce Service
What do you like best about the product?
Ability to contact customers within the case and keep all related calls and contacts within as well to be able to easily access everything you need in one spot.
What do you dislike about the product?
I do not really have anything I have not enjoyed about it thus far.
What problems is the product solving and how is that benefiting you?
Assisting customers in resolving issues quickly and efficiently. Knowing that we can easily find the issues and anyone can jump into a case and be able to read what is going on and assist.
Seamless case management and automation
What do you like best about the product?
That it provides a single pane of glass view into all customer cases, issues, problem resultion details, combined with customer 360 and knowledge base articles
What do you dislike about the product?
It will require some new skills to manage case routing and assignment logic, as well as tight license management for operating expense purposes
What problems is the product solving and how is that benefiting you?
Helping to automate the end to end customer case management lifecycle ad well as provide valuable insights to the front office sales teams for account planning purposes
5years of Service clouds
What do you like best about the product?
Great to get a complete service management solution - case creation, assignment, escalations, SLA, reporting and dashboards.
What do you dislike about the product?
Nothing so far .. it has worked well for all my clients so far.
What problems is the product solving and how is that benefiting you?
Improving customer engagement and complaint resolutions.
Great automation capabilities
What do you like best about the product?
I really love OmniChannel. The automatic routing capabilities based on skill is awesome to boost efficiency and the chat functionality where supervisors can provide discreet, assistance while dealing with customers is top tier!
What do you dislike about the product?
I have not sound anything to dislike yet
What problems is the product solving and how is that benefiting you?
Field service and knowledge management
The best CRM!
What do you like best about the product?
Easy of configuration and super easy for end users.
What do you dislike about the product?
Some of the limitations around multi-select picklists.
What problems is the product solving and how is that benefiting you?
User issues and phone support
Enables single pane for all customer facing teams
What do you like best about the product?
Enables single platform for all customer teams where other systems result in siloed data.
What do you dislike about the product?
UI takes some time to perfect because there are so many ways to customize.
What problems is the product solving and how is that benefiting you?
Scale service processes through self-service enablement.
Streamlined operations
What do you like best about the product?
The real-time analytics stand out as the most insightful tool, shedding light on our operations’ strengths and areas for improvement.
What do you dislike about the product?
However, the initial setup can be a bit daunting, requiring time and patience to navigate.
What problems is the product solving and how is that benefiting you?
Service Cloud has been instrumental in revolutionizing our bank’s customer service operations. It has enabled us to consolidate customer interactions across multiple channels into a single view, leading to quicker issue resolution.
Great flexibility to grow with your operations
What do you like best about the product?
Service Cloud has evolved significantly over the past 10 years. The evolution around customization, analytics, and global support has been helpful (especially as your team grows). Given the upcoming AI evolution, I am excited to see the unification of analytics and operational experience for the functional team.
What do you dislike about the product?
I have found the evolution to be slow (and hopeful that the latest innovation will be at faster pace). Omnichannel functionality is finally on par to the custom experience that we built 7+ years ago. Therefore, we are finally adopting the functionality out of the box.
What problems is the product solving and how is that benefiting you?
Service Cloud is the backbone of our Customer Operations team. We leverage it for customer interactions (email / chat / phone) and customer deflections with automated responses leveraging our extensive knowledge base and home grown ML models.
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