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.
Outstanding service centralization and management platform to drive organizational transformation
What do you like best about the product?
One of the largest drivers for our teams is the utilization of Omni-channel routing and management of voice, chat and email queues and having a singular place to manage the workload across agents with different skills in an optimal way.
What do you dislike about the product?
One of the largest challenges with Service Cloud at times can be the transition of third party systems from legacy CTI integrations to more modern Salesforce Voice integrations that bring a substantial amount of features value to both CS and leadership teams.
What problems is the product solving and how is that benefiting you?
Salesforce has helped to unify communication channels for customers and agents to be able to put the most up to date information on customer interactions in a single system so that we are able to intelligently decision across both sales and service teams, as well as marketing communications so that we are tailoring the right message at the right time (or no message if the time isn't right).
Great for your clownts
What do you like best about the product?
Service cloud elevates the aftersales process of your customers.
What do you dislike about the product?
Nothing, I'm really happy with the solution.
What problems is the product solving and how is that benefiting you?
The case management system.
CIO
What do you like best about the product?
Easy to set up, basic use cases are easily met out of the box, mostly straightforward.
What do you dislike about the product?
We found there was a lot of options to consider when configuring the tool. The basics were straightforward but trying to narrow the best options took some time.
What problems is the product solving and how is that benefiting you?
Helping with case support and customer enquiries.
Service cloud to serve sales
What do you like best about the product?
The easiness in deploying a portal for customers to log their tickets
What do you dislike about the product?
There is no built in feature to allow customer to request eval licenses aside cases
What problems is the product solving and how is that benefiting you?
It allows queuing tickets that are then handled by humans. Before that we used emails.
Holistic Experience with Service Cloud
What do you like best about the product?
It's a holistic one stop shop for all service cloud related
What do you dislike about the product?
Not the platform itself but it needs a bit more adaption
What problems is the product solving and how is that benefiting you?
Business Operations
Great!
What do you like best about the product?
Can be configured to suit our needs, great product!
What do you dislike about the product?
Nothing, we like to use it and don't have any complaints.
What problems is the product solving and how is that benefiting you?
Case management is used to manage internal requests
Service Cloud admin
What do you like best about the product?
Easy to use and easy to implement with clicks not code.
What do you dislike about the product?
Like most things, there is a learning curve.
What problems is the product solving and how is that benefiting you?
Help students when they need help
Amazing end to end customer service
What do you like best about the product?
Ability for clients to log cases, view cases in experience cloud and provide knowledge
What do you dislike about the product?
Time to build out product out and to gather knowledge
What problems is the product solving and how is that benefiting you?
Case management and customer satisfaction
Love sales force
What do you like best about the product?
Love how easy it is to have my cases in one area
What do you dislike about the product?
It works great, just a bit slow at times
What problems is the product solving and how is that benefiting you?
It's helping me track my support needs
Amazing
What do you like best about the product?
I love the new Service Agents that helps service reps save time and help more of their customers.
What do you dislike about the product?
I love most things but I think creating bots might be a little easier. But I think that's all going to change with Agentforce
What problems is the product solving and how is that benefiting you?
Service Cloud solves keeping track of all of the cases from incident creation to resolution.
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