Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Fantastic for customer service
What do you like best about the product?
It is a phenomenal tool to track and report on common customer issues in your organization
What do you dislike about the product?
Data categories can be a bit tricky to change or add to.
What problems is the product solving and how is that benefiting you?
Tracking and reporting on customer pain points is a huge benefit that allows us to understand and correct those areas in our business to provide the best customer experience possible!
Analyst for service cloud and sfmc
What do you like best about the product?
Flow
Objects
Custom objects
Roles and security model
Objects
Custom objects
Roles and security model
What do you dislike about the product?
Nothing at all
All of the features are quite interesting to use
All of the features are quite interesting to use
What problems is the product solving and how is that benefiting you?
Contact center
Continued Automation and Learning for the Service Teams
What do you like best about the product?
Many internal sales and service users are hesitant with using technology and change management. With Salesforce it is as easy as clicking a button to get on a a call, and further allow the system to do its magic. The historical information about a client is all there, the potential prediction of what the client might need is all there. Omni channel, knowledge, and better reporting capabilities and customization has increased our adoption within the last 2 years.
What do you dislike about the product?
Not as easy to implement with the call center and get proper reporting.
What problems is the product solving and how is that benefiting you?
Distribution of workload across teams and users with different skill levels.
Great product that scales
What do you like best about the product?
What I like the most is the scalability of the product and the fact that it feels infinitely scalable.
What do you dislike about the product?
You need to take into account that you will need a system admin to really make it work.
What problems is the product solving and how is that benefiting you?
Salesforce cloud voice is powerful
Service Cloud is top tier for customer service
What do you like best about the product?
I am new to Service Cloud but it is easy to use and learn
What do you dislike about the product?
It has a lot of parts that I need to learn
What problems is the product solving and how is that benefiting you?
It is helping out our service organizations
Works great for our call center
What do you like best about the product?
Service cloud has a ton of features that works very well with our call center needs. Case management is a highlight
What do you dislike about the product?
Does not have inbuilt CTI capability.
What problems is the product solving and how is that benefiting you?
Our call center uses service cloud extensively, agents are able to use and navigate the product with ease,
Manager, CRM & Data
What do you like best about the product?
The ease of use and low code customization
What do you dislike about the product?
Governor limits are very restricting for larger organizations
What problems is the product solving and how is that benefiting you?
Helping our customers solve their problems through submitting cases that are automatically fulfilled to better serve our customers.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Combined with AI we are able to empower our agents to get answers to our customers quicker.
Design the Experience Your Customer Need
What do you like best about the product?
Service Cloud is the most robust, configurable, and innovative service platform out there. Intricate flows and its ability to handle complex and tailored integrations is why we continue to be a strong partner. It simplifies our agent's workload, reduces customer effort, and provides valuable insights to our business teams.
What do you dislike about the product?
The default interface is not as beautiful as competitors, but with a little effort can be changed. It's a difficult balance if form and function; the latter is prioritized more often.
What problems is the product solving and how is that benefiting you?
Managing large volumes of complex customer inquiries and relating data across disparate systems to provide the end-users with real-time insights to process them quickly, accurately and with high customers satisfaction.
Centralized support for all services
What do you like best about the product?
Case management for all self service requests errors on top of all incoming phone calls or emails, with consistent report and tracking available
What do you dislike about the product?
Connector with live chat sometimes has inconsistent status showing or inability to have multiple sessions open
What problems is the product solving and how is that benefiting you?
Centralizing all of our service and support as well as tracking when automation fails via case. Additionally connecting to other service orgs across our company
Love this product!
What do you like best about the product?
We love the product because of the flexibility and ease of use the low code, no code automation offers. The product includes sales plus service and is user friendly and offers a lot of out of box solutions.
What do you dislike about the product?
It's all about the user experience and Salesforce offers a lot of options, however they are sometimes not available in the product we purchased and would be considered an add on.
What problems is the product solving and how is that benefiting you?
We mainly use Sales Cloud within the Service Cloud Product. We've realized a lot of benefits with automation and improved process and procedures.
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