Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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External reviews are not included in the AWS star rating for the product.
Service cloud for outside services
What do you like best about the product?
Service cloud is a great, robust solution for outside services to be able to connect to customers in an efficient and meaningful way. It allows for complete and fast transparency.
What do you dislike about the product?
Minor limitations on configurations, but overall it is not anything that can't be solved. Service cloud has far less disadvantages than other softwares designed for the same purpose
What problems is the product solving and how is that benefiting you?
Connecting outside service team with customers directly and efficiently. Speeding up service times and increasing customer satisfaction and improving revenue generation
Excellent tool to track all customer needs at one place
What do you like best about the product?
The 360 view and coverage of all customer needs. Also, tracking agent performance, and being able to provide assistance to customers
What do you dislike about the product?
Some limitations around case comments and entitlements
What problems is the product solving and how is that benefiting you?
It's helping the organization in a lot of ways around customer centric activities making agents more productive and resolving customer issues faster
Great integration options
What do you like best about the product?
Service Cloud is a great tool for customer support teams practicing KCS. It is easy to integrate with other technologies like Coveo to make it even more powerful.
What do you dislike about the product?
The search is limited out of the box and requires a lot of work to achieve federated results.
What problems is the product solving and how is that benefiting you?
It is great for supporting internal workflows
Omnichannel service console for service agents productivity
What do you like best about the product?
Omnichannel with case management for single view for service agents
What do you dislike about the product?
Not support Line Official account, ig messenger and tiktok messenger out of the box
What problems is the product solving and how is that benefiting you?
For receive case incoming from many contact channels. Also have SLA to track the solving time. Moreover, have knowledge base to support answering.
Use Service Cloud for customer success!
What do you like best about the product?
The out of the box functionality where you can create Case logic helps to track customer interactions. The use cases are limited to your imagination but you can use Service Cloud Cases Management to track customer contact point post purchase or manage internal workflow between service agents and your customers, with everything tracked in Salesforce against the customer Account and Contact data points.
What do you dislike about the product?
If you attach Knowledge articles as a support option then it is important to keep the documentation and up to date for best customer support. This can mean additional investment by the business into internal experts to keep the information available relevant.
What problems is the product solving and how is that benefiting you?
Service Cloud can help customers' problems be resolved quicker and gives power to the agent to resolve them at the first touch point, meaning happier, loyal customers in the long term.
Service Cloud for health care
What do you like best about the product?
Omni channel and case management are the best
What do you dislike about the product?
Nothing everything looks great. Case history and Omni channel
What problems is the product solving and how is that benefiting you?
Contact center and case management for the call center opeartions
Need lots of structure and support to operate well
What do you like best about the product?
I like that it integrates so well with other Salesforce products.
It is nice that you can customize it so much.
It is nice that you can customize it so much.
What do you dislike about the product?
You need to have th support of admins and developers to make changes. I wish it was more easily changeable without having to be a specialist.
What problems is the product solving and how is that benefiting you?
It's a unified place to manage our customer contacts as well as our e-commerce platform.
AI is the way
What do you like best about the product?
The ability to integrate AI for a better customer experience
What do you dislike about the product?
Always needing to hire a company to implement what I want
What problems is the product solving and how is that benefiting you?
It helps my reps organize information to solve the issue at hand
Service review
What do you like best about the product?
Allows for tracking and organization of enhancement requests
What do you dislike about the product?
Don't have anything that I dislike as an indirect user.
What problems is the product solving and how is that benefiting you?
Tracking enhancement and roadmap requests. It allows for prioritization and visibility.
Couldn’t work without it
What do you like best about the product?
Easy to use and well supported the best CRM
What do you dislike about the product?
Lighting is not as smooth as classic could be better
What problems is the product solving and how is that benefiting you?
Global service available and uptime security is also important and reliable other issues are automations and efficiencies that we otherwise wouldn't have had really
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