Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Service cloud future of Customer Service of Any Business
What do you like best about the product?
Live Agent/Omni Channel and all the platforms of Customer Service department which service cloud offers
What do you dislike about the product?
Routing and Performance issues when the flow is high and multiple users tries to reach out at same time.
What problems is the product solving and how is that benefiting you?
It is helping our customer service team to provide resolution to our customer easily and timely manner
Great for all rounded 360 customer view
What do you like best about the product?
Simple case management and reporting. And ability to for service agents to easily collaborate with other customer facing teams.
What do you dislike about the product?
Some customisation required external support from consultants and developers.
What problems is the product solving and how is that benefiting you?
Speed of close for case management and accurate reporting on case bottlenecks.
Excellent solution to transform our stakeholders outdated spreadsheet solution
What do you like best about the product?
Service Cloud is great for case management. Using case management, in addition to email-to-case, milestone management, an integrated telephony service, and a few other integrations, using Service Cloud has allowed us to build a platform for our business that suits their exact needs. Rather than managing cases in multiple systems, including Excel and ServiceNow, and having to go out to multiple platforms for additional contact detail, all of that information now lives within Service Cloud for the users to access on a single page.
What do you dislike about the product?
Service Cloud has a bit of learning curve to it. There are a lot of nuances in setting up milestones, for example. Our team has looked in to setting up Omni Channel Routing and have found it difficult to get the answers we need. Most of our troubleshooting comes from "Google" because it has been difficult to find other resources for support.
What problems is the product solving and how is that benefiting you?
Our contact center is now using Service Cloud to manage all their cases, and retain key information on the contacts they deal with. A user previously has to navigate to two or potentially three systems for a single phone call. Everything is now housed on a Contact page for easy access, which has significantly decreased the time a user is having to spend on a support call.
A good system.
What do you like best about the product?
Ease in programming among users.
What do you dislike about the product?
High costs for a small organization to have the best CRM.
What problems is the product solving and how is that benefiting you?
Agility of service with my client via call center.
Straightforward implementation!
What do you like best about the product?
The ease of implementation is high, and there are many features that help automate manual business processes for service teams. There are also lots of integration options for common 3rd party apps.
What do you dislike about the product?
It requires solid foundational knowledge in Salesforce in order to get the most out of the platform.
What problems is the product solving and how is that benefiting you?
Service cloud has simplified set up of website chat features that sync back to Sales and Service teams. We've also implemented bots to handle conversations outside of business hours for common use cases.
Great way to build service team quickly and easily
What do you like best about the product?
Easy to setup and use. Part of the the Salesforce ecosystem that connects sales and service teams together
What do you dislike about the product?
Cost of license can be a pain and the additional features to buy on top of service cloud makes it confusing and not affordable to smaller organisations who probably need a one solution that fits all.
What problems is the product solving and how is that benefiting you?
Provides management of cases that tie to customer information. Routing and easy of email alert automations to alert customer/internal staff
Great Features
What do you like best about the product?
The interplace of Case Management with the core CRM Objects. Great new additions and potentials with Agentforce.
What do you dislike about the product?
Knowledge setup and migration is a bit tricky
What problems is the product solving and how is that benefiting you?
Removing barriers on how people want to communicate. With Omni-Channel, you can allow customers to contact you on their preferred plaform. Salesforce is using AI to summarized cases helping identify trends.
A robust solution to manage your customer service
What do you like best about the product?
The Service Cloud platform integrated with the CRM actively contributes to the 360° customer view. It is the ultimate tool for managing customer support and handling incoming requests, whether through traditional channels like incoming calls and emails, or digital channels with the implementation of Digital Engagement: chat, chat bot, WhatsApp, Facebook, etc.
What do you dislike about the product?
The implementation of the SLA was not very satisfactory for the client to use.
What problems is the product solving and how is that benefiting you?
Data in Silot
Customer satisfaction
Customer satisfaction
Developer
What do you like best about the product?
Case management feature, email-to-case feature
What do you dislike about the product?
Do not have feature for agent know whom viewing the case
What problems is the product solving and how is that benefiting you?
Quickly tracking and solving customer issue
great for controlling service tickets
What do you like best about the product?
Notifications of chaos that are overdue and time control for ticket resolution.
What do you dislike about the product?
I can't centralize more than one ticket email through my account.
What problems is the product solving and how is that benefiting you?
Centralization of service calls.
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