Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
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360 service !
What do you like best about the product?
Ease of use. Accounts and Customers information in the same place
What do you dislike about the product?
Managing multiple conversations on the omni channel could be better
What problems is the product solving and how is that benefiting you?
We had no idea how long some cases took us to resolve. SLA timers helped a lot.
Service Cloud Review
What do you like best about the product?
Ability to manage support cases in efficient way driving key insights
What do you dislike about the product?
Nothing specific. I need to learn more to see how I can further leverage capabilities.
What problems is the product solving and how is that benefiting you?
Managing complaints in efficient way allowing insights to be gathered ensuring regulatory compliance.
Fast build case management platform
What do you like best about the product?
Case management process with task and activities
What do you dislike about the product?
Some limitation on out of box case management
What problems is the product solving and how is that benefiting you?
We are currently implementing complaints and it is helping to build customer 360 view at one place
Good, depends on the use case
What do you like best about the product?
Config is easy, uptime, ease of support
What do you dislike about the product?
Versions coming out very often.
What problems is the product solving and how is that benefiting you?
Case management
Best Flexible CRM Solution
What do you like best about the product?
How easily configurable the platform is, with product offerings such as Omni supervisor being well thought out and improved upon as years go on. Something as small as configurable visibility to allow large call centers to limit agent visibility on a potentially large dashboard.
What do you dislike about the product?
Being built on salesforce core platform means there are certain aspects of service cloud that feel antiquated especially with the migration to lightning.
What problems is the product solving and how is that benefiting you?
Being able to integrate and cover so many aspects of the call center allows for the teams to centralize their daily actions all within Service Cloud.
Problem?… Solved.
What do you like best about the product?
Service cloud provides a base and core functionality to provide customer service. From there customers can extend what is captured on the cases, how they are managed and how solutions provided.
What do you dislike about the product?
There isn't a fully extensible data driven way to manage different types of cases. For example you would want to capture different data points for order issues than for product issues. If you sell 200 product line and have different data points to capture for product line the case object becomes a mess
What problems is the product solving and how is that benefiting you?
It captures the medical device complaint.
The only solution I would consider
What do you like best about the product?
The amazing customization and integration options
What do you dislike about the product?
Entitlement processes are too complicated to set up
What problems is the product solving and how is that benefiting you?
It's our support engineer interface to all customer cases
Service cloud reduces cycle time to service customers
What do you like best about the product?
Service Cloud has made it possible to close cases much more quickly. With the addition of Agent Force on Service Cloud, I expect the speed and accuracy of case resolution to increase significantly, potentially by three times, and to be available around the clock.
What do you dislike about the product?
Sometimes, a significant amount of data integration is required, which often leads to more coding.
What problems is the product solving and how is that benefiting you?
Helping my users to solve cases faster
Service is greatest!
What do you like best about the product?
Service cloud is the place where you can see everything in a single pain of glass. Customer information case history, chat history, etc. Being able to use AI features to help speed up the resolution takes it to next level.
What do you dislike about the product?
There's nothing I can play right now that would make me just like this product
What problems is the product solving and how is that benefiting you?
Case deflection and self service has helped us drive down the need to add additional people.
360 degree view of customers
What do you like best about the product?
Enable a mire 360 degree view of customers and omni channel handling
What do you dislike about the product?
Occasional disconnect for chat which is frustrating
What problems is the product solving and how is that benefiting you?
Single view of custoners for front liners
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