Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Effortless Setup and Powerful Case Management
What do you like best about the product?
I find Salesforce Service Cloud incredibly useful for case management and enhancing customer service. Its setup is straightforward and self-explanatory, making implementation easy. The features, like omnichannel and skill-based routing, are particularly beneficial. The sentiment analysis improves customer interactions by helping representatives understand customer needs better.
What do you dislike about the product?
I would like to see better case routing. Specifically, I think the process could be enhanced with agents conducting the initial case routing and attempting to solve the cases before they are handed over to a human agent for further resolution.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer service with case management and sentiment analysis, improving problem comprehension and conversations.
Great Cases, But Nothing to Dislike
What do you like best about the product?
We use cases for shipping issues as well as product issues
What do you dislike about the product?
Out of thr box offerings. System requires a lot of customization
What problems is the product solving and how is that benefiting you?
We use it to track performance on projectsz
Reliable Solution That Works Smoothly for Every Case
What do you like best about the product?
Best solution to hep any case we needed to solve
What do you dislike about the product?
Everything works very smooth and good way
What problems is the product solving and how is that benefiting you?
We do not face problem yet
Great Salesforce Integration, Needs Better Third-Party Data Connectivity
What do you like best about the product?
I really appreciate how seamlessly it integrates with the Salesforce ecosystem, offering great flexibility in preparing data for AI applications.
What do you dislike about the product?
Connecting to third-party internal data sources could be more seamless.
What problems is the product solving and how is that benefiting you?
We are currently assessing how it could benefit YouTube consumer support at Google.
Great Ticketing System, but Needs Better Data Integration
What do you like best about the product?
The ticketing system is amazing . it’s something really helps manage work orders efficiently
What do you dislike about the product?
It’s very important to have systems connected . Even with service cloud , unless your customer data is connected it’s won’t reach its full potential
What problems is the product solving and how is that benefiting you?
Managing the work order system efficiently , as the older system we used didn’t have history stored . This really helps us look back to the history of work orders for a customer
Easy to Use with great analytics
What do you like best about the product?
This tool is easy to use and offers valuable insights, along with excellent analytics.
What do you dislike about the product?
The cost, as well as expenses for training, customization, and upgrades, can be challenging.
What problems is the product solving and how is that benefiting you?
AHT , FCR
Great for Team Alignment, but Customization Can Be Clunky
What do you like best about the product?
Easily aligns teams across different processes
What do you dislike about the product?
Some processes can be clunky or not customisable enough for our org
What problems is the product solving and how is that benefiting you?
Forcing teams into one channel of communication means that we don't miss any updates from any team
Easy Onboarding, but Setup Can Be Tricky
What do you like best about the product?
Ease of use to onboard. Quick out of the box features
What do you dislike about the product?
Can be complicated for some setups for administration of flows
What problems is the product solving and how is that benefiting you?
First level support fo questions
Easy to Use with Comprehensive Features—No Complaints About Service Cloud
What do you like best about the product?
Ease of use for our user and comprehensive feature set.
What do you dislike about the product?
Nothing to dislike with our service cloud implementation.
What problems is the product solving and how is that benefiting you?
Call center call and task management in an efficient and transparent manner.
Great Platform for Customer Service and Reporting
What do you like best about the product?
The auto email to case to service our customer agents when customers call in and all the reporting that can be done from this.
What do you dislike about the product?
Nothing really- it has a been great platform for our company and working with our IT developers.
What problems is the product solving and how is that benefiting you?
Before customer service were tracking all of their customer meter actions through email and with email retention that interaction would get lost- implementing the auto email to case has been a great added value.
showing 541 - 550