Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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Seamless case management and automation
What do you like best about the product?
That it provides a single pane of glass view into all customer cases, issues, problem resultion details, combined with customer 360 and knowledge base articles
What do you dislike about the product?
It will require some new skills to manage case routing and assignment logic, as well as tight license management for operating expense purposes
What problems is the product solving and how is that benefiting you?
Helping to automate the end to end customer case management lifecycle ad well as provide valuable insights to the front office sales teams for account planning purposes
5years of Service clouds
What do you like best about the product?
Great to get a complete service management solution - case creation, assignment, escalations, SLA, reporting and dashboards.
What do you dislike about the product?
Nothing so far .. it has worked well for all my clients so far.
What problems is the product solving and how is that benefiting you?
Improving customer engagement and complaint resolutions.
Great automation capabilities
What do you like best about the product?
I really love OmniChannel. The automatic routing capabilities based on skill is awesome to boost efficiency and the chat functionality where supervisors can provide discreet, assistance while dealing with customers is top tier!
What do you dislike about the product?
I have not sound anything to dislike yet
What problems is the product solving and how is that benefiting you?
Field service and knowledge management
The best CRM!
What do you like best about the product?
Easy of configuration and super easy for end users.
What do you dislike about the product?
Some of the limitations around multi-select picklists.
What problems is the product solving and how is that benefiting you?
User issues and phone support
Enables single pane for all customer facing teams
What do you like best about the product?
Enables single platform for all customer teams where other systems result in siloed data.
What do you dislike about the product?
UI takes some time to perfect because there are so many ways to customize.
What problems is the product solving and how is that benefiting you?
Scale service processes through self-service enablement.
Improves our productivity and customer experience
What do you like best about the product?
It improves our employees productivity and gives us insight and clarity with our work flow and data.
What do you dislike about the product?
Nothing really. There's a lot of features and potential that takes time to deploy with an effective strategy to lead to high adoption and morale.
What problems is the product solving and how is that benefiting you?
It allows us to manage our workflows and automate a significant portion of low impact tasks, such as assigning work, that were previously handled manually.
Good for servicing clients on different channels
What do you like best about the product?
Allowing using agents for different channels.
Show customer care by enabling them to access us via multiple channels and different languages.
Show customer care by enabling them to access us via multiple channels and different languages.
What do you dislike about the product?
Would like better integration of 3rd party phone solutions into the OMNICHANNEL capacity, workload, agent status.
What problems is the product solving and how is that benefiting you?
Quote creation for customers
Chat for existing insurance policies
Email to case also for existing policies
Chat for existing insurance policies
Email to case also for existing policies
Service Cloud works well for our global organization
What do you like best about the product?
Case management functionality in Salesforce Service Cloud can be configured for any size organization. We have multiple departments globally creating cases for our end customers, and include functionalities like Incident Management, Next Best Actions, etc.
What do you dislike about the product?
We need a dark mode option, as well as more Knowledge functionalities like change tracking when editing articles.
What problems is the product solving and how is that benefiting you?
Case management, Knowledge management etc.
One of the best!
What do you like best about the product?
It covers customer 360 view when it comes to case opening, escalation, approval and closing. Great insight capability with better ROI. Depending on the complexity of the business customization is easy and sustainable.
What do you dislike about the product?
Nothing specific.... case team scoring xould be an iDea ro improve the Artificial intelligence capabilities.
What problems is the product solving and how is that benefiting you?
End to end customer issue resolution including customer self service with knowledge articles.
Heart of a smart and good costumer service
What do you like best about the product?
The way we have been able to adapt the case's fields to our strategy so we can get good reports
What do you dislike about the product?
We don't have slack so we have been limited by only having the option of using chatter for team collaboration
What problems is the product solving and how is that benefiting you?
Centralizing the costumer experience including the service
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