Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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Service cloud creates a simplified, one stop shop for our agents
What do you like best about the product?
Easy set up, everything in one place for the agents. Appreciate the easy navigation for the agents. Best thing is the automation to streamline agent workflow and training
What do you dislike about the product?
The cost is challenging, but outside of cost there are some limitations for contact center and coordinating with field employees. It'd be great to see even more available automations related to handoffs
What problems is the product solving and how is that benefiting you?
Automations, and helping our agent efficiency by operating out of a single platform. We also now have better data visibility to understand all interactions with a single client to help us understand our client needso
Product Manager CRM
What do you like best about the product?
Case management and service consoles. The combined platform to use bring your own telephony.
What do you dislike about the product?
I don't like the limited options of using other LLM models
What problems is the product solving and how is that benefiting you?
We are doing customer support and case management.
Clients details all in one place
What do you like best about the product?
Any of our agents can pick up a case and instantly know who is asking for help, what product version they are on and have context on the issue the client needs help with. This makes it easy to help them and having recommended articles allows us to point them to the correct resources to compliment our guidance.
What do you dislike about the product?
Notifications of an email response link you to the email, not the case, meaning you need to then click again to get to the case to get context before replying.
What problems is the product solving and how is that benefiting you?
Keeping all data in one place to track cases, generate reports and get collaboration. Multiple agents can help the one client on the one issue when an issue is not resolved first time without frustrating the client.
Service Cloud/ Health Cloud
What do you like best about the product?
Service Cloud allows users in Health Cloud to closely monitor patient/provider cases, never miss a deadline, assign cases based on user's skills get tasks automatically created when deadlines approach and much more.
What do you dislike about the product?
Some limitations can be annoying to say the least.
What problems is the product solving and how is that benefiting you?
Helping users never miss deadlines/SLA when closing cases.
Salesforce Product Owner
What do you like best about the product?
I like that it has great out of the box features including tracking and customer relationship building potential.
What do you dislike about the product?
I have not found any disadvantages with this product currently.
What problems is the product solving and how is that benefiting you?
It allows our sales team to create a higher level of engagement with pur customer.
Service Cloud
What do you like best about the product?
The intake of customers cases and the ability for our reps to work them effectively.
What do you dislike about the product?
Can get messy really quickly. Have to stay on top of things to keep things clean.
What problems is the product solving and how is that benefiting you?
Making it easy to communicate with customers and keeping track of their issues.
Salesforce Service Cloud helps transform legacy Service Systems
What do you like best about the product?
Ease of Case mgmt out of the box for streamlined change.
What do you dislike about the product?
Lack of catering to every need when it comes to dependent pick lists limits for data sets of large scale.
What problems is the product solving and how is that benefiting you?
Reducing legacy case management systems
The unique selling point is the CRM integration, not he functionality
What do you like best about the product?
It allowes us to remove silots between salea and service function as now all functions are working within the same system and all transactions are transparent and data can be used accross the organization.
What do you dislike about the product?
knowledge management recommend works not very well and a solution for automatic translation is missing.
What problems is the product solving and how is that benefiting you?
It allows a global streamlined and harmonized processing of all cases
From quick and easy to big and complex
What do you like best about the product?
Service cloud allows for both simple implementations and complex use cases. I pike how it connects with everything else in Salesforce and that we can customize it to match our process.
What do you dislike about the product?
We are missing a better overview of new incoming emails and desktop pop-ups to for new incoming emails. The reps are afraid that they will be too long in responding to new emails.
What problems is the product solving and how is that benefiting you?
Overview of incoming requests and the status of each request
Scale your service operations with Service Cloud
What do you like best about the product?
It offers so many useful out of the box features and what I like to most is that both commercial and operational teams are working from one database. Also the possibility to serve multiple channels: email - web - phone - API and so on and the reporting insights.
What do you dislike about the product?
My users dislike the UX the most that some actions still require a lot of clicks.
What problems is the product solving and how is that benefiting you?
Onboard new customers, answering questions and helping them solving issues.
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