Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
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External reviews are not included in the AWS star rating for the product.
Service Cloud centralized our CS team!
What do you like best about the product?
I love the Omni-channel functionality that allows our reps to work seamlessly across channels and work hundreds of cases per day!
What do you dislike about the product?
I really dislike the auto-opening functionality that is not customizable to turn off! We want to auto accept cases, but not always auto-open.
What problems is the product solving and how is that benefiting you?
Centralizing channels into Salesforce. This creates less channels for me as the Admin to manage - it's all in one place in Salesforce!
Service cloud is a great space to manage a client interactions and see a 360 view of our clients
What do you like best about the product?
Love the ease of seeing the client and reporting options to track interactions. The bot has been great in answering easy questions and freeing up our agents for higher value interactions with our clients.
What do you dislike about the product?
It is hard to set up features sometimes without a lot of discovery.
What problems is the product solving and how is that benefiting you?
Our self service is saving 50% of agent chat cases.
GREAT service solution
What do you like best about the product?
Easy to configure and solves most of our issues
What do you dislike about the product?
Licencing Model difficult to understand sometimes
What problems is the product solving and how is that benefiting you?
standardized KPI reporting and communication
Useful product
What do you like best about the product?
Salesforce service cloud enables field services to support customers in new ways
What do you dislike about the product?
Takes a lot of training to fully implement.
What problems is the product solving and how is that benefiting you?
Answering questions for users when they are on external calls
Great development experience
What do you like best about the product?
I like how omnichannel can rout multiple channels based on skills
What do you dislike about the product?
The email categorization an lack of capabilities on activity capture
What problems is the product solving and how is that benefiting you?
Solve cases faster
Perfect case management
What do you like best about the product?
Crm data and case data in a unique omnichannel solution
What do you dislike about the product?
Too much hard extract big data even with dataloader
What problems is the product solving and how is that benefiting you?
Customer service centralization
Great Customer Experience
What do you like best about the product?
The way that a case can be created and how seamlessly it is integrated within the crm in a single application has helped the users and business a lpt in solving the cases faster
What do you dislike about the product?
If there is way to reroute cases other than using case routing rules and even in case routing rules if we can refer to other child object details it would be great.
What problems is the product solving and how is that benefiting you?
The standard one and also the capability of integrations.
Business Analyst
What do you like best about the product?
The ability for reps to have access to information to help customers.
What do you dislike about the product?
A little confusing between FSL and Sercice Cloud.
What problems is the product solving and how is that benefiting you?
Combination of information into one system.
Service Cloud is a must
What do you like best about the product?
Service cloud allows our agents to easily maintain all cases related to our customers and manage issues related to their travelers. It's a one stop shop
What do you dislike about the product?
There have been no downsides or issues experienced
What problems is the product solving and how is that benefiting you?
Issues related to customer travel
So Powerful!
What do you like best about the product?
The best way to sum up what is good about Service Cloud is the metaphor of "Single pane of glass*. Having access to all our customers data, from multiple systems, and presenting it in one UI is so powerful.
What do you dislike about the product?
Sometimes integration to external systems is not as easy as I would like.
What problems is the product solving and how is that benefiting you?
Solving agent swivel chair, and with data cloud and AI, we are automating many repetitive agent actions.
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