Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
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Service Cloud for customers
What do you like best about the product?
case management and Einstein AI for quick case resolution
What do you dislike about the product?
License costs and access management for small businesses
What problems is the product solving and how is that benefiting you?
Getting a chance to listen to our customers and getting back to them with resolution on time
Don’t miss a detail!
What do you like best about the product?
Salesforce Cloud ensures you will get a complete picture of your customer everytime. There is no better solution to make sure you are getting a complete view of your customer everytime
What do you dislike about the product?
At times it's a a lot of clicking but it gets better as you get used to it
What problems is the product solving and how is that benefiting you?
It allows us to have a central hub for how they are interacting with all ends of our business to make sure we aren't duplicating efforts and making for a poor experience.
Great product
What do you like best about the product?
Its helpful in providing a holistic view
What do you dislike about the product?
Its expensive with all the different licenses
What problems is the product solving and how is that benefiting you?
Providing customer contacts to see touchpoints
Customer support
What do you like best about the product?
Service cloud has helped most with case management
What do you dislike about the product?
Service analytics can be improved for easier use
What problems is the product solving and how is that benefiting you?
Knowledge base has helped most
Highly recommended
What do you like best about the product?
Case management simplified for every day use
What do you dislike about the product?
High cost and lots of maintenance for every day tasks
What problems is the product solving and how is that benefiting you?
Automated service
SCV and Omni
What do you like best about the product?
Ability to integrate our SF with a telephony solution manged within SF allowing a 360 view of our agents and clients!
What do you dislike about the product?
Refreshing omni browser causes disconnection issues
What problems is the product solving and how is that benefiting you?
Holistic view of our customer interactions to provide a better experience
Best customer experience with service cloud
What do you like best about the product?
Case management and information all in 1 place; Omni channel touting based on skills or type of case
What do you dislike about the product?
Unable to link knowledge articles to the specific cases
What problems is the product solving and how is that benefiting you?
Customer experience, customer services, surveys, order information to sales reps
Service cloud allows us to reduce customer churn.
What do you like best about the product?
As an agent, it is valid to manage Cases well and to have good visibility of the support levels that can be provided to the user. As a team manager, I see the response time and the type of Case being handled. As upper management, I am able to forecast resources in the short and medium term based on the history of Cases. The integration with our softphone has allowed us to better see which client is calling for support.
What do you dislike about the product?
I would like Oknichannel to be available on mobile as well.
What problems is the product solving and how is that benefiting you?
We are able to respond to users' cases according to their type of rights. We have better visibility of the types of requests.
Email solution
What do you like best about the product?
Everything in one place is a big bonus to have
What do you dislike about the product?
Issue we are seeing is creating a process for incoming emails. Havin a solution that is scalable and forward email that are valid case emails into salesforce
What problems is the product solving and how is that benefiting you?
Having a place that houses all customer interactions is golden
SFDC Administrator
What do you like best about the product?
One thing I enjoy about service cloud is the customization available for the case object and all processes related to cases.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
The service use cases at our company could not be met with out-of-the-box functionality, so the ability to modify the case object is crucial to our operations team.
What do you dislike about the product?
One thing I dislike is that not all case fields can be removed from page layouts. For example, for some teams the priority of the cases is the same across all records. As such, we do not need the Priority field to be displayed to them.
What problems is the product solving and how is that benefiting you?
Service cloud allows us to address customer requests that come into our SaveDesk and Help Desk teams. We are able to do this in an organized and reportable way, which is a huge benefit to our organization.
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