Agentforce Service
Salesforce, Inc.External reviews
7,085 reviews
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The best way to manage your cases
What do you like best about the product?
How easy it is to follow and measure your cases
What do you dislike about the product?
Difficult question, but I think it could improve its interface a bit.
What problems is the product solving and how is that benefiting you?
The history of the cases, the clients' history, and measuring the evaluation of the service agents
Easy case and issue management
What do you like best about the product?
Easy to use for our service team with the ability to track 360 data and layer on AI. Lots of case native features. Great issue management data model that is native now!
What do you dislike about the product?
Make approval processes easier to use as they seem to be over engineered.
What problems is the product solving and how is that benefiting you?
Case management, issue management, bug tracking, incident management, knowledge articles, digital engagement such as chat and SMS, and AI.
Best service cloud
What do you like best about the product?
All the features are spot on and exactly.what I need.
What do you dislike about the product?
It's slow at times.its not upto the speed level of current generation
What problems is the product solving and how is that benefiting you?
Sales and forecasting.
Best Customer Service platform
What do you like best about the product?
Pre-built use cases, features and apps we can use
What do you dislike about the product?
Not gully customization on the chat layout
What problems is the product solving and how is that benefiting you?
Help to resolve complex issues with customers
Best Service Platform ever
What do you like best about the product?
Omnichannel platform on top of AI powered infrastructure
What do you dislike about the product?
Can feel expensive at times if you are not using all the features
What problems is the product solving and how is that benefiting you?
Member services experience and case handling time with integrated knowledge base
All in one
What do you like best about the product?
What has been most helpful is how salesforce service cloud pulls everything into one place for my agents!!! It has made work efficiency increase SLA decrease and requires less man power saving the company hundreds of thousand dollars each year! I am super excited for agentforce to launch!
What do you dislike about the product?
I can't think of any downside to salesforce! I think there are opportunities maybe for agents there could be videos job aids etc on their dashboard to keep them in the know to what they can do within the program especially with AI and the same for leaders such as myself we could have the same thing but with info for us!
What problems is the product solving and how is that benefiting you?
Salesforce service cloud currently sends out our emails for escalated cases which prevents agent error and also keeps the emails on time for the escalations, it also helps agents schedule appointments for clients in office, it houses our knowledge articles for the agents, for me it also pulls data reports which help me upscale my role and provide data to my executive team
Selfservice
What do you like best about the product?
Easiness to find, record and track customer interactions, help assisting CST
What do you dislike about the product?
That field service sells apart from Service
What problems is the product solving and how is that benefiting you?
Post sales customer satisfaction
Amazing - Service Cloud!
What do you like best about the product?
Connecting our clients to our service professions through a unified platform.
What do you dislike about the product?
Our opencti integration is difficult. Looking forward to service cloud voice.
What problems is the product solving and how is that benefiting you?
Connecting the client to the service need to the service professional, providing for a see less customer service experience.
Outstanding service centralization and management platform to drive organizational transformation
What do you like best about the product?
One of the largest drivers for our teams is the utilization of Omni-channel routing and management of voice, chat and email queues and having a singular place to manage the workload across agents with different skills in an optimal way.
What do you dislike about the product?
One of the largest challenges with Service Cloud at times can be the transition of third party systems from legacy CTI integrations to more modern Salesforce Voice integrations that bring a substantial amount of features value to both CS and leadership teams.
What problems is the product solving and how is that benefiting you?
Salesforce has helped to unify communication channels for customers and agents to be able to put the most up to date information on customer interactions in a single system so that we are able to intelligently decision across both sales and service teams, as well as marketing communications so that we are tailoring the right message at the right time (or no message if the time isn't right).
Great for your clownts
What do you like best about the product?
Service cloud elevates the aftersales process of your customers.
What do you dislike about the product?
Nothing, I'm really happy with the solution.
What problems is the product solving and how is that benefiting you?
The case management system.
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