Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Improves our productivity and customer experience
What do you like best about the product?
It improves our employees productivity and gives us insight and clarity with our work flow and data.
What do you dislike about the product?
Nothing really. There's a lot of features and potential that takes time to deploy with an effective strategy to lead to high adoption and morale.
What problems is the product solving and how is that benefiting you?
It allows us to manage our workflows and automate a significant portion of low impact tasks, such as assigning work, that were previously handled manually.
Good for servicing clients on different channels
What do you like best about the product?
Allowing using agents for different channels.
Show customer care by enabling them to access us via multiple channels and different languages.
Show customer care by enabling them to access us via multiple channels and different languages.
What do you dislike about the product?
Would like better integration of 3rd party phone solutions into the OMNICHANNEL capacity, workload, agent status.
What problems is the product solving and how is that benefiting you?
Quote creation for customers
Chat for existing insurance policies
Email to case also for existing policies
Chat for existing insurance policies
Email to case also for existing policies
Service cloud
What do you like best about the product?
Ai features all the solutions and the ease of use for the agent
What do you dislike about the product?
Scalability and robustness
All the features
All the features
What problems is the product solving and how is that benefiting you?
Solving case management assignment and improving customer experience
Evaluation service experience cloud
What do you like best about the product?
The self service portals ability to deflect cases and leverage AI responses to serve information to the customer or agent.
What do you dislike about the product?
Licensing model of experience cloud is hard to quantify
What problems is the product solving and how is that benefiting you?
Case management only at present
Service Cloud works well for our global organization
What do you like best about the product?
Case management functionality in Salesforce Service Cloud can be configured for any size organization. We have multiple departments globally creating cases for our end customers, and include functionalities like Incident Management, Next Best Actions, etc.
What do you dislike about the product?
We need a dark mode option, as well as more Knowledge functionalities like change tracking when editing articles.
What problems is the product solving and how is that benefiting you?
Case management, Knowledge management etc.
One of the best!
What do you like best about the product?
It covers customer 360 view when it comes to case opening, escalation, approval and closing. Great insight capability with better ROI. Depending on the complexity of the business customization is easy and sustainable.
What do you dislike about the product?
Nothing specific.... case team scoring xould be an iDea ro improve the Artificial intelligence capabilities.
What problems is the product solving and how is that benefiting you?
End to end customer issue resolution including customer self service with knowledge articles.
Heart of a smart and good costumer service
What do you like best about the product?
The way we have been able to adapt the case's fields to our strategy so we can get good reports
What do you dislike about the product?
We don't have slack so we have been limited by only having the option of using chatter for team collaboration
What problems is the product solving and how is that benefiting you?
Centralizing the costumer experience including the service
Service Cloud for Customer Care
What do you like best about the product?
One of our Customer Care groups recently migrated to Salesforce Service Cloud and saw time savings right away with Email to Case functionality along with reporting which the team struggled previously
What do you dislike about the product?
What i don't like about Salesforce Service Cloud is that we can't keep up with changes and miss some good existing opportunities that can help our teams to work smarter and not harder
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping our Customer care, Operations and Sales support groups to be more productive, being able to service customers faster while working together.
Strong for supporting our service org
What do you like best about the product?
User friendly, simple way to link to various info needed to service customer.
What do you dislike about the product?
Would like more automation in finding duplicate cases.
What problems is the product solving and how is that benefiting you?
Consolidated service cloud for managing all service related requests.
Industry leading software to provide support
What do you like best about the product?
Clicks vs code approach gives you a platform you can easily implement change and grow over time and stay current with trends. Dynamic lighting pages allowing you to present the correct fields dynamically as the user interacts with Case is a major achievement for us. Doing this with configuration not through development is amazing. Then harnessing reporting and dashboards plus CRM gives us a complete tool for our contact center.
What do you dislike about the product?
There are always more filters I could use for dynamic forms so agents can have best user interface while providing support. Still some missing features in lighting that were in classic.
What problems is the product solving and how is that benefiting you?
Primarily tracking and Case management with CRM and reporting. Salesforce Service Cloud is our tool to track our customer interactions and close issues.
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