Agentforce Service
Salesforce, Inc.External reviews
7,085 reviews
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External reviews are not included in the AWS star rating for the product.
Reviewing the service cloud
What do you like best about the product?
Specialized in customer management and currently reviewing from the perspective of improving the efficiency of the customer service team using AI.
What do you dislike about the product?
It is still under consideration for introduction, but the price is a bit high, making it difficult to calculate ROI.
What problems is the product solving and how is that benefiting you?
Specialized in customer management and currently reviewing from the perspective of improving the efficiency of the customer service team using AI.
Best CRM for Sales and service
What do you like best about the product?
The solution is simples, well integrated and has many APIs.
What do you dislike about the product?
Nothing. I like everything about this product.
What problems is the product solving and how is that benefiting you?
Helps us to increase selling and helps our customer services.
Service Cloud for customers
What do you like best about the product?
case management and Einstein AI for quick case resolution
What do you dislike about the product?
License costs and access management for small businesses
What problems is the product solving and how is that benefiting you?
Getting a chance to listen to our customers and getting back to them with resolution on time
Don’t miss a detail!
What do you like best about the product?
Salesforce Cloud ensures you will get a complete picture of your customer everytime. There is no better solution to make sure you are getting a complete view of your customer everytime
What do you dislike about the product?
At times it's a a lot of clicking but it gets better as you get used to it
What problems is the product solving and how is that benefiting you?
It allows us to have a central hub for how they are interacting with all ends of our business to make sure we aren't duplicating efforts and making for a poor experience.
Great product
What do you like best about the product?
Its helpful in providing a holistic view
What do you dislike about the product?
Its expensive with all the different licenses
What problems is the product solving and how is that benefiting you?
Providing customer contacts to see touchpoints
Service cloud allows us to reduce customer churn.
What do you like best about the product?
As an agent, it is valid to manage Cases well and to have good visibility of the support levels that can be provided to the user. As a team manager, I see the response time and the type of Case being handled. As upper management, I am able to forecast resources in the short and medium term based on the history of Cases. The integration with our softphone has allowed us to better see which client is calling for support.
What do you dislike about the product?
I would like Oknichannel to be available on mobile as well.
What problems is the product solving and how is that benefiting you?
We are able to respond to users' cases according to their type of rights. We have better visibility of the types of requests.
SFDC Administrator
What do you like best about the product?
One thing I enjoy about service cloud is the customization available for the case object and all processes related to cases.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
What do you dislike about the product?
One thing I dislike is that not all case fields can be removed from page layouts. For example, for some teams the priority of the cases is the same across all records. As such, we do not need the Priority field to be displayed to them.
What problems is the product solving and how is that benefiting you?
Service cloud allows us to address customer requests that come into our SaveDesk and Help Desk teams. We are able to do this in an organized and reportable way, which is a huge benefit to our organization.
Service cloud journry
What do you like best about the product?
This is so helpful for service use case. Sales dialer , case classification features are best .
What do you dislike about the product?
I do not feel any experience like this yet
What problems is the product solving and how is that benefiting you?
Case classification and customer service management
Service Cloud is the best Case Management platform. Period.
What do you like best about the product?
Is super easy to implement great solutions to make our customers life easier.
The case management scalability is awesome and super flexible.
The case management scalability is awesome and super flexible.
What do you dislike about the product?
Nothing really, is awesome. Maybe just about the license fee is high for LATAM region
What problems is the product solving and how is that benefiting you?
We are supporting internal requests, vendors, providers and producers in 19 countries in LATAM and USA.
We are able to support Web2Case, Email2Case, SMS/Whatsapp/Chat/CallCenter 2Case using Omnichannel and Service Console
We are able to support Web2Case, Email2Case, SMS/Whatsapp/Chat/CallCenter 2Case using Omnichannel and Service Console
Helping LATAM software support
What do you like best about the product?
Its really friendly UX for our agents. We can also connect with all our clients data to delivery a powerfull experience.
What do you dislike about the product?
It's take a while to get new features in other languages than english. Einstein gpt for exemplo.
What problems is the product solving and how is that benefiting you?
We use as CRM and connect all channels in the same Page, giving a 360 view of the service.
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