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.
Awesome and productive tool.
What do you like best about the product?
The tool is very helpful for our organization and our customer service agents. We have launched omnichannel for our agents for cases.
What do you dislike about the product?
Simpler UI with needed elements and components can be helpful. Sometimes for new users the UI is overwhelming
What problems is the product solving and how is that benefiting you?
KB articles are great for the teams. We are able to view all conversations end to end from customers in one view.
World Class
What do you like best about the product?
Reporting and dashboards provide users great, real time, actionable data for the best position for decision making.
What do you dislike about the product?
No dislikes with Service Cloud. Truly enjoy the product.
What problems is the product solving and how is that benefiting you?
Immediate attention to our customers needs for solutions and tracking.
Well experienced.
What do you like best about the product?
Service cloud just works. It's not perfect but case management is really solid and works well at scale.
What do you dislike about the product?
I don't like case comments going away, they were fine. Also don't like that you cannot deactivate hierarchical access to case.
What problems is the product solving and how is that benefiting you?
Self service in our community is key.
Increase agent productivity
What do you like best about the product?
Possibility to provide a quality customer service with 360 view
Send emails directly from the console
Send emails directly from the console
What do you dislike about the product?
Way of monitoring agents productivity regarding the SLA. I think it can be improved
What problems is the product solving and how is that benefiting you?
Provide a quality costumer service by responding all the complaints. No missing complaints anymoy
Endless possibilities
What do you like best about the product?
Service cloud makes it so easy to track customer interactions. The consolidated data allows you to understand your customer and elevate your service.
What do you dislike about the product?
Our org has gotten complex and requires some clean up
What problems is the product solving and how is that benefiting you?
Allows us to easily track issues that are reported to our contact center
Learning and growing
What do you like best about the product?
The ability to customize the application to specific team needs and goals
What do you dislike about the product?
The UI and layout can be over bearing for teams
What problems is the product solving and how is that benefiting you?
We are using Salesforce cloud to solve technical support within the IT and operations teams
Effective partner and customer portal management
What do you like best about the product?
Salesforce service cloud provide OOB functions that scaled with our business - from partner management to customer portal to integrated case management, a seemless experience for our growing customer base.
We were also able to expose entitlement/ asset info via the portals allowing customers to access key information via self serve functionalities like knowledge base.
We were also able to expose entitlement/ asset info via the portals allowing customers to access key information via self serve functionalities like knowledge base.
What do you dislike about the product?
Knowledge base could be more dynamic, ie AI functions to help customer find what they need.
What problems is the product solving and how is that benefiting you?
Gave us a way to manage, track and report cases, provided customer enablement, improved CSE productivity.
Easy to use
What do you like best about the product?
Gives ability to connect with clients in different ways from one central system
What do you dislike about the product?
The live chat functionality is not very intuitive
What problems is the product solving and how is that benefiting you?
Able to store all client interactions at one place
Scaleable
What do you like best about the product?
It is scaleable to meet the current and future needs of the organization. I can use out of the box functionality and add custom complexity as the need arises.
What do you dislike about the product?
If an idea in idea exchange doesn't have tens-hundreds of thousands of votes, don't expect to get it. You have to learn to live without it or customize and live with the downsides of that.
What problems is the product solving and how is that benefiting you?
Tracking customer requests for help and documenting knowledge articles. It is nice that it is using the same data as the rest of the organization. (marketing sales, etc..)
Service Cloud is invaluable
What do you like best about the product?
By providing a home for our internal knowledge base we are able to allow our agents with all the information they need to provide our customers with rapid and relevant assistance.
What do you dislike about the product?
The biggest issues has been around the managemt with our knowledge base. With not enough managers working there the information does not get updated quickly enough.
What problems is the product solving and how is that benefiting you?
Service Cloud gives our team what they need to be the experts our customers need in the moment they are are asking for help. This Information is invaluable.
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