Agentforce Service
Salesforce, Inc.External reviews
7,079 reviews
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External reviews are not included in the AWS star rating for the product.
Great Member Support with Service Cloud, but Implementation Takes Time
What do you like best about the product?
Service Cloud is amazing for helping us address the needs of our members with faster response times
What do you dislike about the product?
It does take time to implement. But is worth it
What problems is the product solving and how is that benefiting you?
It is allowing us to respond to our members faster
Hybrid Use of Cases and Knowledge Articles Makes Customer Support Easy
What do you like best about the product?
I like the hybrid use of cases and knowledge articles for ease of use and assistance helping customers
What do you dislike about the product?
Nothing. I think it is very intuitive and user friendly
What problems is the product solving and how is that benefiting you?
Articles serve as a knowledgeable base for cs reps to aid customer
Great Case Management with OOTB Milestones, No Complaints
What do you like best about the product?
The case management with ootb milestone.
What do you dislike about the product?
We did not turn on omni channel so unable to comment.
What problems is the product solving and how is that benefiting you?
The ootb milestone
Functionality and Connection
What do you like best about the product?
Data connection, agility, and connection for everyday life
What do you dislike about the product?
Functionality for the sales team is complex
What problems is the product solving and how is that benefiting you?
The greatest benefit is in fast data
Boosts Efficiency with Automated Case Management
What do you like best about the product?
I love how resources on Trailhead, such as use cases and step-by-step guides, simplify the setup process. Automated case classification and routing enhance our efficiency, leading to faster customer solutions. Einstein's features, like knowledge suggestions and email drafting, streamline our operations. The seamless integration with Salesforce and robust reporting functionality are invaluable.
What do you dislike about the product?
N/a
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management and tracking, which enhances my team's efficiency and speeds up customer solutions with features like automated case classification and routing.
Intuitive UI and Useful Features, but Needs More Basic Customization
What do you like best about the product?
Very useful for building out functionality for our agents, intuitive UI
What do you dislike about the product?
Customization needed for some basic features
What problems is the product solving and how is that benefiting you?
Contact center for agents
Helpful Features for Customer Support, but Platform Can Be Complex
What do you like best about the product?
I appreciate the quick and helpful features that assist with resolving customer issues.
What do you dislike about the product?
In some situations, our teams have found the platform to be overly complex, which has posed certain challenges.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is instrumental in supporting our case management processes. With a high volume of cases each day, the platform has been valuable in helping us optimize our workflow.
Real-Managing service requests on the goTime Service Requests: Convenient Yet Challenging
What do you like best about the product?
Managing service requests on the go in real time. Proving support to service personnel when needed.
What do you dislike about the product?
Managing service requests on the go in real time. Takes a lot of time to set up automations without Agentforce.
What problems is the product solving and how is that benefiting you?
Service request
Streamlined Case Management with Seamless Integrations
What do you like best about the product?
I find Salesforce Service Cloud incredibly valuable for its omnichannel case management capabilities, which include integration with different communication channels like phone, email, chat, and social media. This functionality allows me to handle customer service efficiently. I also appreciate the service's out-of-the-box features that provide instant functionality without hassle, making the setup process smooth and swift. The platform's ease of integration with telephony software like Genesys and Amazon Connect is beneficial for my business needs. Additionally, the tool saves significant time, and its case management system is unmatched in contact centers.
What do you dislike about the product?
I would like the total cost of ownership for Salesforce Service Cloud to come down.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for seamless case management in contact centers, integrating multiple channels like phone, email, chat, and social media for instant customer service, enhancing my professional expertise.
Simple to Use, but Initial Setup Needed
What do you like best about the product?
Easy to use after set up and takes internal policies
What do you dislike about the product?
Some set up required which may require partnering across teams and elongate cycle
What problems is the product solving and how is that benefiting you?
Answering more calls faster to enhance user experience
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