Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Great tool - lacks some history
What do you like best about the product?
It is a great tool for our agents to handle and manage customer and partner cases. Which for the company are very important as we drive to improve our customer's satisfaction
What do you dislike about the product?
As of the moment, it lacks proper historical storing capacity, which in our case is very crucial to understand not at a snapshot perspective, but also historic trends and customer engagement with our support teams. We have been moved to use other app exhange or different software to address this limitations
What problems is the product solving and how is that benefiting you?
It gave us the centralize tool to handle cases from any type of channels for both aour b2b and b2c customers. Having such centralization alongisde the existing view of our partners and customers in the SF platform helps us better understand our cutomers and provide better services for them
Account issue inquiry counter
What do you like best about the product?
Can accept inquiries from multiple channels such as telephone.
What do you dislike about the product?
I want the search for the inquiry source to be strengthened.
What problems is the product solving and how is that benefiting you?
Improving the efficiency and quality of inquiry response.
One-stop platform for services
What do you like best about the product?
A place where we can also collaborate with sales.
What do you dislike about the product?
I can't think of many points I dislike at this point.
What problems is the product solving and how is that benefiting you?
Complain Management
It has allowed us to operate our business at full capacity and really see consultants utilization
What do you like best about the product?
Seamless experience with using sales cloud and marketing cloud
What do you dislike about the product?
It's ease of use and seamless integration
What problems is the product solving and how is that benefiting you?
Allowing us to monitor our utilization
Service Cloud
What do you like best about the product?
Service cloud allows our service reps to capture all our customer and agent needs in one platform. Bundle that with Omni channel routing to route the most important work to the right person and your org will be super efficient in no time.
What do you dislike about the product?
Interoperability with other CTIs like Twilio
What problems is the product solving and how is that benefiting you?
We leverage email services to created cases automatically, pre populate information on the tickets and Omni channel to route work to the service reps. This saved 25% in rep efficiency when implemented.
Great knowledge management systems round table sessions.
What do you like best about the product?
Allows a lot of convergence in CRM activities.
What do you dislike about the product?
Hard to customize and cannot find solutions for dynamic filtering and article versioning control.
What problems is the product solving and how is that benefiting you?
Replacing old system
sales enablement
What do you like best about the product?
Convenient anyway. Easy to use. I like it very much. The fact that it can be integrated is also great.
What do you dislike about the product?
Inconvenience. Difficult to register. Not many people seem to be able to use it. There are issues with utilization.
What problems is the product solving and how is that benefiting you?
It's amazing. Salesforce is God. It can do so many things. I'm very happy.
Service cloud for everyone
What do you like best about the product?
I really like chatbots and assignment rules.
What do you dislike about the product?
I dislike omnichannel, I got many errors.
What problems is the product solving and how is that benefiting you?
We use knowledge base to help our sales reps internally.
All in one
What do you like best about the product?
It was all features in a single view to be able
What do you dislike about the product?
You cant have separate priorities for different channel queues
What problems is the product solving and how is that benefiting you?
Pre
Maximum satisfaction for customers
What do you like best about the product?
Multichannel capabilities, the application of AI, and how easy it is to set everything up
What do you dislike about the product?
Nothing, I like everything! If I had to say something, the price of the licenses.
What problems is the product solving and how is that benefiting you?
Respond to the client in record time, facilitate the work for the contact center agents
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