Agentforce Service
Salesforce, Inc.External reviews
7,085 reviews
from
and
External reviews are not included in the AWS star rating for the product.
So Powerful!
What do you like best about the product?
The best way to sum up what is good about Service Cloud is the metaphor of "Single pane of glass*. Having access to all our customers data, from multiple systems, and presenting it in one UI is so powerful.
What do you dislike about the product?
Sometimes integration to external systems is not as easy as I would like.
What problems is the product solving and how is that benefiting you?
Solving agent swivel chair, and with data cloud and AI, we are automating many repetitive agent actions.
Fast build case management platform
What do you like best about the product?
Case management process with task and activities
What do you dislike about the product?
Some limitation on out of box case management
What problems is the product solving and how is that benefiting you?
We are currently implementing complaints and it is helping to build customer 360 view at one place
Best Flexible CRM Solution
What do you like best about the product?
How easily configurable the platform is, with product offerings such as Omni supervisor being well thought out and improved upon as years go on. Something as small as configurable visibility to allow large call centers to limit agent visibility on a potentially large dashboard.
What do you dislike about the product?
Being built on salesforce core platform means there are certain aspects of service cloud that feel antiquated especially with the migration to lightning.
What problems is the product solving and how is that benefiting you?
Being able to integrate and cover so many aspects of the call center allows for the teams to centralize their daily actions all within Service Cloud.
Problem?… Solved.
What do you like best about the product?
Service cloud provides a base and core functionality to provide customer service. From there customers can extend what is captured on the cases, how they are managed and how solutions provided.
What do you dislike about the product?
There isn't a fully extensible data driven way to manage different types of cases. For example you would want to capture different data points for order issues than for product issues. If you sell 200 product line and have different data points to capture for product line the case object becomes a mess
What problems is the product solving and how is that benefiting you?
It captures the medical device complaint.
The only solution I would consider
What do you like best about the product?
The amazing customization and integration options
What do you dislike about the product?
Entitlement processes are too complicated to set up
What problems is the product solving and how is that benefiting you?
It's our support engineer interface to all customer cases
Service cloud reduces cycle time to service customers
What do you like best about the product?
Service Cloud has made it possible to close cases much more quickly. With the addition of Agent Force on Service Cloud, I expect the speed and accuracy of case resolution to increase significantly, potentially by three times, and to be available around the clock.
What do you dislike about the product?
Sometimes, a significant amount of data integration is required, which often leads to more coding.
What problems is the product solving and how is that benefiting you?
Helping my users to solve cases faster
Service is greatest!
What do you like best about the product?
Service cloud is the place where you can see everything in a single pain of glass. Customer information case history, chat history, etc. Being able to use AI features to help speed up the resolution takes it to next level.
What do you dislike about the product?
There's nothing I can play right now that would make me just like this product
What problems is the product solving and how is that benefiting you?
Case deflection and self service has helped us drive down the need to add additional people.
I love service cloud
What do you like best about the product?
The case management and the omni channel
What do you dislike about the product?
There is nothing i dislike about the platform
What problems is the product solving and how is that benefiting you?
There is nothing that the platform does not do
Great solution to tackle diverse service challenges
What do you like best about the product?
The tools to tackle diverse service challenges and the opportunity to grow with it.
What do you dislike about the product?
Would be great when it would come right away with Einstein features.
What problems is the product solving and how is that benefiting you?
Working with cases coming in from multiple channels.
It was so amazing and insightful into the endless possibilities
What do you like best about the product?
How it gives you so much capabilities that no other service cloud is providing at the moment
What do you dislike about the product?
Sometimes having so much to learn can be daunting. It would be nice to have courses that teach you step by step
What problems is the product solving and how is that benefiting you?
It's handling all our call center operations. We're implementing as we speak so stay tuned
showing 1,231 - 1,240