Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Great Fit and Ease of Use, but UX Can Be Confusing
What do you like best about the product?
Easy and overall fit for purpose and there is clear interface
What do you dislike about the product?
Sometimes is not clear the UX as a new user
What problems is the product solving and how is that benefiting you?
Provide CX to our customers
Great for Tracking Service Activities, But Reporting Tools Need Improvement
What do you like best about the product?
Ability to track and report all service activities
What do you dislike about the product?
Our reporting tools aren’t great. Need integration with tableau
What problems is the product solving and how is that benefiting you?
Tracking instrument repairs and time to close
Effortless Setup, Enhances Team Efficiency
What do you like best about the product?
I find Salesforce Service Cloud easy to set up, which facilitated a smooth start for our team. I appreciate its efficient team management capabilities, enabling us to track tasks and streamline agent workflows, ultimately enhancing customer service delivery. The contact center features, allowing customer communication through email and text messaging, are particularly useful in our operations.
What do you dislike about the product?
I dislike the limited out-of-the-box solutions available for specific industries.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to efficiently manage my customer service team, track tasks, and quickly handle customer cases.
Great Task Management and Channel Flexibility, but CTI Voice Issues
What do you like best about the product?
You have the ability to manage call center agents' tasks with a high level of granularity, and you can also enable various contact channels as needed.
What do you dislike about the product?
At times, the service's voice CTI transcoding does not function as well as expected.
What problems is the product solving and how is that benefiting you?
Reduce time resolution
Great Case Management, But Email Integration Needs Improvement
What do you like best about the product?
We use case management for internal and field support case for implementation, presale support and customer support
What do you dislike about the product?
How to manage email to case better so that they are saved in the unique case
What problems is the product solving and how is that benefiting you?
Handling sales support
Great for Organization, but Features Can Be Confusing
What do you like best about the product?
It helps us keep all our information well-organized and easy to access.
What do you dislike about the product?
Sometimes, it can be difficult to figure out which feature is the most appropriate to use.
What problems is the product solving and how is that benefiting you?
Having access to the history of member interactions is valuable. It allows me to better understand past communications and track ongoing conversations, which helps in managing relationships more effectively.
Great CTI and Omnichannel Features, No Complaints
What do you like best about the product?
Cti, omnichannel, and other interesting thinkgs
What do you dislike about the product?
Nothinching in especial, may be the price of licences
What problems is the product solving and how is that benefiting you?
No problems at all
Efficient Omnichannel, Challenging Configuration
What do you like best about the product?
I appreciate the omnichannel capability that Salesforce Service Cloud offers, as it allows us to serve all our customers on a single platform, centralizing the entire process. Once configured, the system is very easy to use, which has improved efficiency in the call center department.
What do you dislike about the product?
The configuration of Salesforce Service Cloud was very difficult and problematic, as there was a lot of struggle to find a good partner in Mexico, which resulted in the loss of an entire year just in configuration. Additionally, it was complicated to set up the call center users and understand what was feasible to do and what was not. This initial challenge reflects the need for a more user-friendly setup.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to achieve omnichannel capabilities in the call center, consolidating customer service on a single platform and improving efficiency. Once set up, it is very easy to use.
Great Customizability to Fit Business Needs
What do you like best about the product?
Customizability that can be achieved to meet specific business needs
What do you dislike about the product?
Omni Channel routing engine and Enhanced Chat inestability
What problems is the product solving and how is that benefiting you?
Provide support to internal customers with everyday processes
Fast and Personalized Support with Sales Service Cloud
What do you like best about the product?
The best service about sales service cloud is to deliver fast and personalised customer support
What do you dislike about the product?
Its high cost and licensing is difficult
What problems is the product solving and how is that benefiting you?
Faster and efficient customer support
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