Agentforce Service
Salesforce, Inc.External reviews
7,084 reviews
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External reviews are not included in the AWS star rating for the product.
A verry solid cloud but with some problems
What do you like best about the product?
Service Cloud is excellent for creating automations that can truly assist other agents in serving customers more effectively. You can design the entire structure of an omni-channel system to manage all the information communicated to customers by agents, control the service queue, monitor each agent's workload, create FAQs, and much more.
What do you dislike about the product?
The structure of email-to-case often causes us issues. It would be very helpful if there were a configuration option to separate all emails based on the 'from' field.
What problems is the product solving and how is that benefiting you?
With Service Cloud, we are able to centralize all of our customer service operations in a single platform. This simplifies the support process and helps ensure a higher quality experience for our customers.
Excellent and User-Friendly, but Needs Change Management Support
What do you like best about the product?
This product is excellent and very user-friendly, offering a wide range of features that make it convenient to use.
What do you dislike about the product?
It would be beneficial if change management support were included.
What problems is the product solving and how is that benefiting you?
Providing service to customers is an important aspect of this product.
Great for Case Management and Reporting
What do you like best about the product?
Cases. Reporting. Case queue management.
What do you dislike about the product?
Different case type values needed. Queue management
What problems is the product solving and how is that benefiting you?
CustomerbService cases
Great Case Management and Omnichannel Features
What do you like best about the product?
I really appreciate the case management, omnichannel capabilities, and knowledge management features.
What do you dislike about the product?
So far, I'm quite satisfied. At this point, I don't have any complaints.
What problems is the product solving and how is that benefiting you?
At the moment, it assists with assigning cases to the appropriate agents based on their skills and helps filter out spam as well.
Seamless and Easy to Use—No Complaints
What do you like best about the product?
It centralizes customer interactions across channels, giving teams a 360° view of each customer to deliver faster, more personalized service.
What do you dislike about the product?
It can be overly complex and expensive to implement and maintain, especially for smaller teams or simpler service operations
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of disconnected and inefficient customer service
Efficient Case Management with Seamless Automation
What do you like best about the product?
I really appreciate how case management in Salesforce Service Cloud helps me streamline our processes and maintain compliance. I love the automation features, such as workflows and approval processes, which make our operations far more efficient and effective. The setup was also incredibly straightforward.
What do you dislike about the product?
I find some difficulties with the dynamic forms feature. It is pretty new.
What problems is the product solving and how is that benefiting you?
I find the case management centralizes communications, replacing emails and Slack messages while automations improve workflow efficiency, ensuring compliance.
Great Data Integration, but Transitioning from Old System Is a Challenge
What do you like best about the product?
Integration of all my data into oone place
What do you dislike about the product?
My old sytem that i need integrate with the new sytem
What problems is the product solving and how is that benefiting you?
Integration all data
Looking Forward to Using for Job Seeker Case Management
What do you like best about the product?
We don’t have it yet but we want to get it for case management of our job seekers.
What do you dislike about the product?
We aren’t actively using it yet so cannot say.
What problems is the product solving and how is that benefiting you?
We intend to use it to help job seekers with their queries related to programs and help them enroll in their desired program.
Handles Email Influx with Ease, CTI Setup Could Improve
What do you like best about the product?
I appreciate how easy it was to start using Salesforce Service Cloud. Its capability to manage the influx of emails and organize cases effectively is incredibly helpful. The feature that stands out the most is resolving customer claims and requests, which is invaluable to our team.
What do you dislike about the product?
One challenging aspect I've faced with Salesforce Service Cloud is dealing with the setup, particularly the omnichannel feature and the configuration of external CTI systems. Additionally, we encounter a significant amount of spam emails within the system, which disrupts our workflow. I also wish that the CTI capabilities were available at no extra cost, as this would enhance our usage without additional expenses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud organizes and manages the influx of emails, simplifying case handling despite spam issues.
Effortless Case Management with No Dislikes So Far
What do you like best about the product?
How easy it is to manage cases and keep them organized.
What do you dislike about the product?
I dont really have a dislike at the moment.
What problems is the product solving and how is that benefiting you?
Helping keep track of our cases.
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