Agentforce Service
Salesforce, Inc.External reviews
7,117 reviews
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SF FEEDBACK
What do you like best about the product?
the filters and reports. i dislike it is constantly changing though.
What do you dislike about the product?
Sometimes it can get slowwhen yoy start adding a lot of tasks.
What problems is the product solving and how is that benefiting you?
Organization.
Recommendations to others considering the product:
Don't have any.
Best Products
What do you like best about the product?
This is really best product to use and maintain data on clouds
What do you dislike about the product?
Nothing really bad about this product I really like this product
What problems is the product solving and how is that benefiting you?
This product really problem solving and also beneficial for business
Best for Case creation
What do you like best about the product?
Web to Case creation functionality is one of the best out of box feature for Salesforce service cloud where we can easily records cases in salesforce by placing minimal code on any website.
What do you dislike about the product?
Customizations required for auto updation of case status and reassigment which is more expensive. It can be improved more with easy routing and case handling features.
What problems is the product solving and how is that benefiting you?
Web to Case , Entillements and milestones are best part of it. It helps in easy creation of cases, quick resolution of tickets and helps in automate support to agents.
Best in the business
What do you like best about the product?
The number of features Salesforce Service cloud provides as part of a single software is huge. It adds a lot of value to your Service agents on a day-to-day basis and makes it easy to perform their daily tasks efficiently and successfully.
What do you dislike about the product?
Not much. Probably the pricing for a startup or a small business would be considered high to use service cloud but the value it brings compensates for the price.
What problems is the product solving and how is that benefiting you?
Personalized customer experience. Simplify customer service process & improve customer service agent's productivity. Work on the go.
Service Cloud is very much helpful for customer support
What do you like best about the product?
Omni Channel, Omni-Routing and Chat with Agent
What do you dislike about the product?
Configurations of Live Chat, Omni-Routing configuration but it worth it after setting up all this
What problems is the product solving and how is that benefiting you?
Live Agent chat helps a lot in solving customer issues in real-time.
I have over 4 years of using Salesforce in a sales operations role
What do you like best about the product?
It gives businesses the ability to effectively and efficiently manage customer services. Enabling us as a business to ensure the customer receives the best care
What do you dislike about the product?
When trying to tailor the platform to suit our needs, it can often be difficult to either know what is best practice or implement best practice. Especially for SMEs not equipped with a team of salesforce admins and developers
What problems is the product solving and how is that benefiting you?
Customers often have needs that require input from several departments. So service cloud really helps us direct the customer to the right department while allowing us to work collaboratively between teams
Recommendations to others considering the product:
If youre looking for a platform that will enable you to deliver the best care to your customers, Salesforce Service Cloud is the best on the market. Especially if you are already using Salesforce products, implementing Service Cloud should be the only option.
Salesforce service cloud is amazing product mainly for the support company
What do you like best about the product?
Auto assignment of ticket using automated workflow
What do you dislike about the product?
Need to improve UX view of the most of the screen
What problems is the product solving and how is that benefiting you?
Solving major issue of managing customer's request
Recommendations to others considering the product:
Highly recommend this product to others
Wonderful experience more power and kudos to the team
What do you like best about the product?
Its a wonderful tool with covering most of the line of business covered
What do you dislike about the product?
Dark theme would be nice also making it more convenient to navigate
What problems is the product solving and how is that benefiting you?
Not to mention specific
Salesforce Service Cloud Transformed Our Support Connectivity
What do you like best about the product?
Salesforce Service Cloud is highly customizable and allows for easy addition of case categories, new case forms, workflows that will help to enable easier escalation between groups and eliminate any of the back-and-forths you see in escalations between tiers. The addition of tons of plugins for software like Aha!, Azure DevOps, call center, and chat platforms are fantastic and serve us better.
What do you dislike about the product?
On the flip side of things - the design of the interface is very text-heavy and not very colorful compared to other support systems. It would be nice to have easy ways of setting a Critical ticket to have red font text or a red highlight in a case queue or case listing, etc.
What problems is the product solving and how is that benefiting you?
Because like many companies, Sales, Client Success Management and others lived in Salesforce, there was a lack of connectivity between that and when we had been using other support platforms. While many platforms offer a plugin to send data to Salesforce - there is nothing that matches using Service Cloud and partnering with your other departments in Salesforce itself. Additionally, this allowed us better and deeper reporting options, better scheduling for delivery of those dashboards and reports, and integration with other systems like I mentioned above.
Recommendations to others considering the product:
Because this platform can be complex - I highly recommend that you work with an implementation partner and speak with your Salesforce rep for available options.
Partner in Innovation
What do you like best about the product?
The platform is simple and robust for sophisticated customer engagement. The teams are amazing to work with. The integrity of the organization brings great trust.
What do you dislike about the product?
Nothing at this time. The use cases are vast and delivering optimal delivery in volume is tough for an organization our size.
What problems is the product solving and how is that benefiting you?
Customer engagement and the extension of our mobile app experience through other channels.
Recommendations to others considering the product:
AirKit is robust and depending on use cases you may need support in automation, design and connectivity. It is your organization that can be creative on how to leverage sophisticated tech like AirKit.
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