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.
A great platform that I wish I could use to its potential
What do you like best about the product?
The fact that we can service 280k UC employees using the platform and answer their payroll and benefit questions.
What do you dislike about the product?
I feel that we are not using that we are not using the platform to it's full potential
What problems is the product solving and how is that benefiting you?
It helps us manage our inquiries and it allows us to run reports on our historical data
Powerful tool for taking care of your customers.
What do you like best about the product?
The ability to collect cases from several sources and automatically route them to the appropriate resource
What do you dislike about the product?
It can get confusing to determine what method to use when trying to accept cases (omni, email to case, etc.)
What problems is the product solving and how is that benefiting you?
Service cloud allows multiple groups to work on their own areas while still allowing us to get a big picture of what the customer experience is.
Changingvthe way we run our service department
What do you like best about the product?
It provides complete and meaningful information to our dispatchers and technicians, with an intuitive interface.
What do you dislike about the product?
Not much really. It's such a far cry from the way we previously ran our service business that even the nuances aren't really detractors. If I had to pick a something to dislike, it would be the inability to change certain field names or hide certain information that salesforce needs, but is irrelevant to our business. IE: we use a specific format for work order numbering. Salesforce requires the salesforce work order number to appear in several places which can clutter a user interface with information that is irrelevant to them.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed us to modernize our service work processes, taking what used to be an entirely manual process in an antiquated platform and provide a present day solution along with the scalability and flexibility to keep us relevant in the future.
Service Cloud
What do you like best about the product?
Replaces email traffic with cases that can be used to measure our business.
What do you dislike about the product?
Doesn't integrate with Teams and our company is a big Teams user.
What problems is the product solving and how is that benefiting you?
Customers can self service on many simple questions
Moving to the service cloud has been great for our department and agents
What do you like best about the product?
Great for us to manage our requests from customers. Manages cases and phone and chats
What do you dislike about the product?
None at this time. We have opportunity but look forward to future releases
What problems is the product solving and how is that benefiting you?
Managing our new work of chats and. Streamlining the processes
Service Cloud AI features review
What do you like best about the product?
New innovative features such as Einstein replies, case classification and case summarization.
What do you dislike about the product?
License cost is high. Add more solutions such as sentiment analysis to case summarization.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is primary medium via which our agents work on customer cases. Case routing, case comments, KB search are some of the amazing features that enable our agents every day to solve customer reported issues. Agents can close many cases quickly and reporting enables efficient monitoring for supervisors. Milestones help ensure that response and resolution time deadlines are met.
CRM Journey Continues
What do you like best about the product?
Salesforce has been part of our service DNA for the last decade and we are constantly evolving our business and customer experiences. Salesforce has been a great partner in helping us through this journey and providing solutions along the way.
What do you dislike about the product?
The changing landscape to keep up with technology creates complexity and could use some clarity of which apps are included with Service Cloud versus add-on.
What problems is the product solving and how is that benefiting you?
Overall, Service cloud is helping us to manage all our customer claims through field service
Flexibility to configure business process and build improvements in UX
What do you like best about the product?
Configurability of the platform to implement business requirements and improve UX
What do you dislike about the product?
Licensing midel for users with reasonable lower usage
What problems is the product solving and how is that benefiting you?
Build workflows for various team addressing their buils needs
Connect
What do you like best about the product?
The connection it brings - customer and agent
What do you dislike about the product?
Nothing to note it's overall been a great product
What problems is the product solving and how is that benefiting you?
Allows us to give information to our agents allowing us to meet our customers where they are.
Awesome customer experience
What do you like best about the product?
The features provided in the Service cloud helps to serve the customers much better and able to achieve many of the features with less or no code. Thanks to salesforce for the useful upgrades for every release.
What do you dislike about the product?
Limitation on custom objects to the community profiles needs to be more flexible.
What problems is the product solving and how is that benefiting you?
Helping our customers for the quick resolution of the issues.
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