Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Complete platform
What do you like best about the product?
Is a complete platform to know the clients needs and give them the best support
What do you dislike about the product?
The Ux can be more usefull and friendly with de users.
What problems is the product solving and how is that benefiting you?
Help us to understand if the client is having a bad experience and how to solve with the best way
10 years of Salesforce Service Cloud
What do you like best about the product?
I have worked in my previous job with Service Cloud first classic latter lightning and what I liked the most is the constant evolution of the product over the years. It literally became better and better. Now in my new role I get to build a new Service Cloud setup migrating teams from a variety of different CRM systems into one platform. I like the most that I can make life so much easier for my team's
What do you dislike about the product?
The formats supported for migrating KB content are limited. I think you could try to make this easier.
What problems is the product solving and how is that benefiting you?
It helps me align business processes across all the portfolio teams under Digital Science umbrella. It provides a 360 degree view of all customer interactions which is invaluable for us.
Automation really is possible, and scalable!
What do you like best about the product?
Robust standard functionality built in and around the Case object, wrapped in the Service Console application is truly an out of the box solution that blows competitors like Microsoft away.
What do you dislike about the product?
This is not an easy question to answer, there are some specific limitations for Case Feed compared to chatter, not all rich text functionality is available, standard email quick action can't be used on a feed-based layout. To email knowledge articles in lightning you must have the email action open in the feed at the same time, which is sometimes an extra click for agents
What problems is the product solving and how is that benefiting you?
Case and Knowlege integration out of the box is a huge benefit to us. The feature that the knowledge widget automatically searches what is entered in the subject line is really cool!
The full service process in one system
What do you like best about the product?
Having all Service related information and processes from case creation, knowledge, quoting to Field Service makes Salesforce Service the perfect all-in-one solution.
What do you dislike about the product?
There is nothing I actively dislike about Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud gives all involved parties (including the customer) on one virtual table to resolve problems. With digital Experiences it actively includes the customer in the process and allows transparent processes.
Great product that has helped our organization
What do you like best about the product?
Ease of use and robust features. It makes launching new areas of service very easy. The support structure is also great with access to tons of free resources and my TAM
What do you dislike about the product?
Nothing so far. It has really helped my organization move forward from the outdated technology we used to use. Most of the issues we have run into have been on others partners support.
What problems is the product solving and how is that benefiting you?
It is offering a more modern platform and feature set that enables our agents to work more efficiently, automate low effort tasks and improve the customer experience.
Amazing product
What do you like best about the product?
All information is provided at one place
What do you dislike about the product?
Live chat audio notification is too short and is often missed and is not configurable
What problems is the product solving and how is that benefiting you?
Customer case management and knowledge creation
Case handling
Case handling
SF Coordinator (Administrator) for Transportation Company Ryder Last Mile
What do you like best about the product?
Being able to properly track response times and give our customers the best service we can provide.
What do you dislike about the product?
Limited by what I'm allowed to do within the platform. I would love to really simplify our day-to-day work but sometimes are limited by what's available to us.
What problems is the product solving and how is that benefiting you?
Service Cloud is solving our communication time between the start of a request to the end of the request giving us the ability to provide proper customer service in a timely manner.
Great product, love the out of box workflows
What do you like best about the product?
Integrated platform. The fact that it integrated with other workflows
What do you dislike about the product?
None. We love salesforce platform. Like the way everything is integrated
What problems is the product solving and how is that benefiting you?
Internal ticket managemeny
Super session
What do you like best about the product?
AI , case management, omni channel and etc
What do you dislike about the product?
Need more Customization to support business processes
What problems is the product solving and how is that benefiting you?
We need to move from servicenow to field service
Nice to understand
What do you like best about the product?
The way it integrates with the sales cloud and have all data in one place
What do you dislike about the product?
Needs more customization to match few business process
What problems is the product solving and how is that benefiting you?
Having service and sales at one place to have a customer 360 view
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