Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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External reviews are not included in the AWS star rating for the product.
It would be better if Einstein were included in the service cloud.
What do you like best about the product?
The ease of creating new contexts for the support team
What do you dislike about the product?
The service cloud should have Einstein embedded as a feature.
What problems is the product solving and how is that benefiting you?
Standardization of services in multiple countries
Great for Omni-Channel and Case Tracking, but Has Some Limitations
What do you like best about the product?
Omni-channel support, along with Sia’s and entitlements services, provides effective case tracking.
What do you dislike about the product?
Not in particular, but there are quite a few limitations.
What problems is the product solving and how is that benefiting you?
The services provided by the company's agents have been notable. I have observed their approach and found it to be professional and attentive. Overall, my experience with the agents at this company has been positive.
Great Interactive Screen for Adding Notes, No Complaints
What do you like best about the product?
Interactive screen to add notes to the cases
What do you dislike about the product?
None. All the items are well for me during usage
What problems is the product solving and how is that benefiting you?
Cases logs during live intarction
Intuitive and Customisable, but Overwhelming with Too Many Features
What do you like best about the product?
It is easy to use, intuitive, and customisable to what I need for my business needs
What do you dislike about the product?
Having too many functions is good but it’s hard to know what suits my business
What problems is the product solving and how is that benefiting you?
Case management process helps with giving a complete overview of the customers background for efficient feedback management
Great for Company Insights, but Could Be More User-Friendly
What do you like best about the product?
Gathers data for company wide review and allows insight
What do you dislike about the product?
Sometimes it’s not as user friendly and intuitive
What problems is the product solving and how is that benefiting you?
N-A
Automation and 360° vision, but complex and costly
What do you like best about the product?
Salesforce Service Cloud stands out for its powerful customer service automation, which streamlines cases and requests. It offers a 360° view of the customer, allowing for personalized and quick responses. Additionally, its flexibility and scalability make it ideal for support teams of any size.
What do you dislike about the product?
It is a very powerful but complex tool, with a steep learning curve and the need for experts to configure it properly. 💸 Its cost is high, especially due to additional modules and maintenance. 🐢 It can be slow and not very intuitive in daily use, which affects the agents' experience.
What problems is the product solving and how is that benefiting you?
💬 Unify all customer service channels into a single platform, improving efficiency and customer experience.
⚙️ Automate repetitive tasks and use AI to streamline case management and prioritize incidents.
📚 Centralize customer knowledge and information, allowing for faster and more personalized responses.
⚙️ Automate repetitive tasks and use AI to streamline case management and prioritize incidents.
📚 Centralize customer knowledge and information, allowing for faster and more personalized responses.
Love Email-2-Case Feature
What do you like best about the product?
Email-2-Case functionalities and flexibility
What do you dislike about the product?
Contact center is the main pain point for us
What problems is the product solving and how is that benefiting you?
It’s benifitting us for quick
Effective Data Storage and case Tracking, but Challenging for New Users
What do you like best about the product?
Great way to store data and track customer service requests
What do you dislike about the product?
Can be hard for new users. Can be hard to set up as well
What problems is the product solving and how is that benefiting you?
Tracking customer entitlements and cases
Great Feature Coverage, but Complicated by Changing Rates and SKUs
What do you like best about the product?
It covers about 90% of the features we typically expect from a standard license.
What do you dislike about the product?
The constantly changing rates and introduction of new SKUs make it difficult to manage everything effectively.
What problems is the product solving and how is that benefiting you?
Scales to different application needs
Great Cross-Cloud Integration, but Case Exchange Needs Improvement
What do you like best about the product?
The salesforce platform benefit, enabling cross cloud use cases e.g. with marketing cloud
What do you dislike about the product?
Implementation of case exchange between orgs can be cumbersome
What problems is the product solving and how is that benefiting you?
Handles customer care requests and complaints, streamlining the whole process between individual markets, contact centers and specialised teams
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