Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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External reviews are not included in the AWS star rating for the product.
Omni-Channel is the best
What do you like best about the product?
Build enhanced solutions to increase customer satisfaction levels in the customer service area using Einstein Bots and omni-channel.
What do you dislike about the product?
At the moment, nothing, everything is working as expected by implementing different solutions.
What problems is the product solving and how is that benefiting you?
Better customer service with the use of Einstein bots and the configuration of omni-channel, you can have faster and easier interaction to solve problems by eliminating wait times.
Amazing platform to handle all of the service requests
What do you like best about the product?
Service cloud has all of the capabilities for projects to run end to end and it's great service platform for all of the business use cases such as case routing case assignment, Email to case, Omni channel and etc
What do you dislike about the product?
Service cloud has all of the capabilities to support business use cases such as email to case, web to case and etc. nothing to dislike about the service cloud.
What problems is the product solving and how is that benefiting you?
Omni channel, case rounding and etc.
Great customer service platform
What do you like best about the product?
So much out of the box functionality that can elevate and enhance experience of users and customers. Almost endless automation opportunities!
What do you dislike about the product?
Some out of the box functionality feels neglected at times such as entitlements and milestones
What problems is the product solving and how is that benefiting you?
Recognition of customers, automated routing and great reporting
If you work cases, you want service cloud
What do you like best about the product?
Like any other solution within salesforce, the power of case management in service cloud is the fact that it's in salesforce. It makes reporting and associating records easy and allows for process growth and refinement.
What do you dislike about the product?
I feel orgs do not know how to utilize email to case in a way that is manageable, one of those good in theory but poorly executed strategies. This is an area that a lot of training and resources could be lent.
What problems is the product solving and how is that benefiting you?
the problem of understanding what issues are being solved by what process. Having all of that information in salesforce allows us to continue to refine our support.
Best customer support experience
What do you like best about the product?
The ability to integrate with presales and post sales experience to provide best customer support
What do you dislike about the product?
The user experience could be better in my experience
What problems is the product solving and how is that benefiting you?
Case management
Easy to implement and powerful
What do you like best about the product?
All the things! Case object, email to case, Knowledge, flows, email.
What do you dislike about the product?
Nothing. It currently meets all of our needs
What problems is the product solving and how is that benefiting you?
Knowledge with Experience Site let's us host knowledge externally for our clients so they can Help themselves!
We love service cloud
What do you like best about the product?
It helps us connect with our patients in actually meaningful ways. Can't wait to use ai.
What do you dislike about the product?
Not much. It's Salesforce what's not to like.
What problems is the product solving and how is that benefiting you?
Keeping the quality up in contact center.
Service cloud helps sales support
What do you like best about the product?
Service cloud enables our sales tram to engage their support staff through tickets for pricing, legal, strategic sales support and more. We have visibility into each process supporting the sales cycle.
What do you dislike about the product?
Small pet peeve - Service cloud and sales cloud both rely on Activities. Since the Activity object is somewhat limited in the number of fields, there may need t9 be some prioritizing with sales cloud users.
What problems is the product solving and how is that benefiting you?
Service cloud allows us even more visibility to the issues impacting our customers and allows our sales team to engage their support staff for prospects to help support them closing their deals.
Service for customer delght and member retention
What do you like best about the product?
Case management case classification, reporting
What do you dislike about the product?
None at the moment all looking ok. It was great for member satisfaction
What problems is the product solving and how is that benefiting you?
Case management, service requests
Case management done right
What do you like best about the product?
Centralized information about contacts and cases
What do you dislike about the product?
Need to fet real time ivr click path data
What problems is the product solving and how is that benefiting you?
Agent performance, FCR, AHT
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