Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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All in one service platform
What do you like best about the product?
Service chat bots, email to case and omnichannel.
What do you dislike about the product?
Not much. Almost everything is very useful.
What problems is the product solving and how is that benefiting you?
Estimated response time, self service chat bots
Convenient low code no code options!
What do you like best about the product?
I love that we have the opportunity to implement a single pane of glass for our frontline to look through to see a consolidated customer experience.
What do you dislike about the product?
I feel like there are more opportunities with personalization for the end user.
What problems is the product solving and how is that benefiting you?
Service cloud is providing a consolidation of multiple outdated back end systems.
Great product for service centers
What do you like best about the product?
Customer management
Artificial intelligence
Artificial intelligence
What do you dislike about the product?
Nothing to be not liked with any salesforce products
What problems is the product solving and how is that benefiting you?
Salesforce solves major issues like data management, service complain management
Service Cloud for Link Mobility
What do you like best about the product?
I like the implementation of different products and systems working together and that you're able to quickly resolve cases and set up automation.
What do you dislike about the product?
It's hard getting into the service as it's quite complicated. Prices are high, so an established base is required to move forward. I would love to see improvements in terms of service usability and live buttons.
What problems is the product solving and how is that benefiting you?
It's solving our problem of connecting with our customers in a timely manner. We're looking into getting this process even better, and that's why we're at Dreamforce.
Service Cloud allows superior customer connections
What do you like best about the product?
Service Cloud allows my CS team to have all the customer information at their fingertips, without searching a variety of apps and a ton of clicks. It speeds up the entire interaction.
What do you dislike about the product?
Everything cost toouch money, but it's important.
What problems is the product solving and how is that benefiting you?
Data integrity and management and needing to keep duplicates down to a minimum
Every customer everywhere
What do you like best about the product?
I have all my customers data in one spot and available quickly whenever they call.
What do you dislike about the product?
I wish I had more AI to help my agents. I don't know what I don't know so having my rep sit with my group to let me know what we have that we could be using would be nice!
What problems is the product solving and how is that benefiting you?
It's the CRM for my customers anytime they call in. We use this to log their calls so that we can understand patterns and trends on why they're contacting us and how we can better help them use self service.
Quick wins with Service Cloud
What do you like best about the product?
The automation, case management and self serve features in Service Cloud have allowed our workforce to work more efficiently with purpose and intention without the slowness of having to do time consuming tasks repetitively.
What do you dislike about the product?
Looking forward to working more AI into Service cloud.
What problems is the product solving and how is that benefiting you?
Having service cloud help our contact center reps reduces hold time, allows reps to efficiently help our customers and solve more problems than before implementation of Service cloud.
Best customer service application
What do you like best about the product?
We use Service Cloud to manage and track our customer cases. Our entire customer support and support engineering teams rely on Service Cloud for their daily operations. Additionally, we utilize Communities to create cases in Salesforce. The most valuable aspect for us is the ability to efficiently track cases, and with the introduction of the new AI model, we are planning to implement automated case resolutions for recurring issues. The thread ID feature for each case has made searching and attaching email messages much easier. We have also integrated Service Cloud with other systems to streamline our processes.
What do you dislike about the product?
I would prefer if there were built-in features for tracking SLAs, rather than having to create additional fields myself. Additionally, I think the email messaging system could be improved and made more robust.
What problems is the product solving and how is that benefiting you?
With Service Cloud, the support team is able to track cases efficiently and also take advantage of the email-to-case feature, which helps them respond more quickly.
Ask Me
What do you like best about the product?
Great tool for our remote team to support our stores.
What do you dislike about the product?
It has a different admin from our other org.
What problems is the product solving and how is that benefiting you?
Customer and Store associate support. .
Unified experience
What do you like best about the product?
It helps unify your service bringing together data, and helping agents.
What do you dislike about the product?
I think out of the box reports could be improved to allow non technical managers easier insight into their teams.
What problems is the product solving and how is that benefiting you?
Internal and external queues to support our customers and employees.
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