Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Business solution for the future
What do you like best about the product?
Single source for customer information to be used internally. Benefits our associates to have a customer 360 to ensure they are providing the best support possible
What do you dislike about the product?
Encountering a lot of limitations in reporting and leveraging enhanced features due to customizations that have been makes during implementation. Recommend sticking to out of box as much as possible or partner with a consultant to provide the best solutions to meet you to your business goals.
What problems is the product solving and how is that benefiting you?
Case management - giving insight into resolving customer issues and process flows. These insights give us an opportunity to evaluate our current process flow and escalation paths.
The tool to change the citizen's experience
What do you like best about the product?
It allows the citizen to interact with the institution in a natural, intuitive way, with all the information in one place. It supports decision-making processes with real-time information.
What do you dislike about the product?
Initially, the implementation process requires specialized knowledge; however, once you delve into understanding the tool, it becomes your best ally.
What problems is the product solving and how is that benefiting you?
Communication and interaction with citizens has been transformed thanks to Salesforce Service Cloud, offering an experience designed with every detail and action for their benefit.
Dreamforce
What do you like best about the product?
Service console allows agents to focus on contact information, case details, account information; all within one tab
What do you dislike about the product?
Pricing is little expensive for midsize companies
What problems is the product solving and how is that benefiting you?
1. Automating customer service
2. Getting customer feedback
2. Getting customer feedback
Powerful options and great support!
What do you like best about the product?
With service cloud you can do just about anything you can think as configuration is very flexible and flows make it simple.
What do you dislike about the product?
Actually this is a bit of a counter to what I like most but the downside are there are so many options available it can sometimes be overwhelming.
What problems is the product solving and how is that benefiting you?
Salesforce has brought greater order to our processes and increased effeciencies.
SFDC for many solution needs
What do you like best about the product?
SF offers many possibilities for service operations. If you can dream it up, you can make it work for your business.
What do you dislike about the product?
It can be a bit overwhelming, and if you're not careful it can become complicated and busy
What problems is the product solving and how is that benefiting you?
Easy way to deliver client contacts. We use Omni channel to deliver work with smart prioritization and automation
Service Cloud
What do you like best about the product?
The ability for chat to support customers with questions.
What do you dislike about the product?
Nothing yet. The platform appears to have functionality that would support the business needs.
What problems is the product solving and how is that benefiting you?
Chat functionality to answer basic questions to provide more efficiently and free up time
With customer service.
With customer service.
My Service Cloud Experience
What do you like best about the product?
I like the awesome customization of Service Cloud
What do you dislike about the product?
I dislike the confusing settings within Service Cloud.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to extensively scale with our growing user base.
Best in Class customer service
What do you like best about the product?
It is intuitive, easy to use and infinitely customizable. Having the access to a customer in a 360 degree view to solve their issues is super helpful and encourages customer retention
What do you dislike about the product?
It's flexibility can be somewhat overwhelming for teams that are trying to set it up. It also has a learning curve that can be a challenge for some customer service Teams as they are moving off of older outdated platforms into service.
What problems is the product solving and how is that benefiting you?
Service cloud benefits, our clients by providing them a 360° view of their customers which allows them to address customer issues quickly and solve customer issues to increase customer loyalty and customer satisfaction
Transformative customer service
What do you like best about the product?
Ability to reach customer and report on it and analyze data with dashboards. I love the features that it has to easily chatter and work internally with others to find a resolution for a customer
What do you dislike about the product?
Some lack of marketing materials
There is campaigns but it would be nice to have enough emails to notify users of trainings and such. Right now we have a max number of emails we can send so we have to be careful in case there is an outage
There is campaigns but it would be nice to have enough emails to notify users of trainings and such. Right now we have a max number of emails we can send so we have to be careful in case there is an outage
What problems is the product solving and how is that benefiting you?
Being able to manage cases, customer feedback, covid-19 survey data collection
So far it has serve our needs
What do you like best about the product?
Data models, case management workflows and reports dash boards
What do you dislike about the product?
Time needed to generate sandboxes. Cloning sandbox copies all the users
What problems is the product solving and how is that benefiting you?
Putting things in one place
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