Agentforce Service
Salesforce, Inc.External reviews
7,072 reviews
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External reviews are not included in the AWS star rating for the product.
Reaching Our Audience When We Can’t—A Real Advantage
What do you like best about the product?
The ability to reach our audience at time where we are unable to
What do you dislike about the product?
Maintaining the AI learning piece. You have to keep the knowledge updated.
What problems is the product solving and how is that benefiting you?
Using agent force to encourage students to register before classes and knowing the process on how to do so.
Great Service
What do you like best about the product?
It works well with the Salesforce suite. We’re deploying it alongside E-commerce Cloud, Marketing Cloud, and Data Cloud, and it integrates smoothly with our setup.
What do you dislike about the product?
It has a lot of functionality so there are thing to learn.
What problems is the product solving and how is that benefiting you?
We have had no problems so far
Manager, Service Cloud Administration
What do you like best about the product?
Being able to connect service inquiries with the full scope of customer data in the Salesforce platform allows us to create well informed and accurate customer interactions.
What do you dislike about the product?
With the push to make everything ai centered, there is not enough focus on how impressive and efficient an org can be even without the new features that add significant cost.
What problems is the product solving and how is that benefiting you?
Service Cloud enables our contact center agents to have access to all the necessary tools they need to assist customers all in one place. Previously they had multiple systems they had to log into including a separate phone system that required them to manually create cases to work.
Excited About the Enterprise Knowledge Option
What do you like best about the product?
I am very excited about the enterprise knowledge option
What do you dislike about the product?
A little nervous about self-learning and creating knowledge articles. Would like a demo - will reach out to our salesforce rep
What problems is the product solving and how is that benefiting you?
We haven’t purchased yet, but are interested in integration with our 311 instance. Our rep recommended we attend today to learn more
Great Accessibility and Customization, But the Interface Feels Dated and Cluttered
What do you like best about the product?
Accessibility, visibility, customization
What do you dislike about the product?
Visual interface is dated, easily cluttered
What problems is the product solving and how is that benefiting you?
Relationship management/organization and communication
One of the Best in the Industry—Easy, Detailed, and Secure
What do you like best about the product?
This is one of the best Software in the Industry. Easy, detailed and secure.
What do you dislike about the product?
Slowness sometimes however can be managed easily.
What problems is the product solving and how is that benefiting you?
Helps us to keep the customer data and responses made to the customer. The reports can be tracked too.
Simplifies Process and Data Management
What do you like best about the product?
Its more simplier the process and data management
What do you dislike about the product?
Sometimes it have some bug issue that only
What problems is the product solving and how is that benefiting you?
Improving new ideas
A True 360-Degree Customer View That Speeds Up Support
What do you like best about the product?
It's "360-degree view" for customers is it for me. Instead of agents hunting through multiple tabs for order history, open cases, and recent chats, everything is displayed as all-in-one. It eliminates the "please hold while I look that up" moment during customer support interactions.
What do you dislike about the product?
The initial setup is kinda complex and often requires an Administrator to make it easy to use for specific workflows.
What problems is the product solving and how is that benefiting you?
It solves the problem of fragmented customer data. Otherwise messages often get misplaced or misdirected between emails and social media. Having centralized case management enables tracking every client's journey - from first inquiry to final resolution.
Seamless Plug-and-Play Support, but Omnichannel Disconnects at Times
What do you like best about the product?
It has allowed me to provide better customer support and was implemented easily. It really was a seamless plug and play operation. I am better informed of customer issues and am able to answer questions much quicker.
What do you dislike about the product?
Omnichannel can disconnect unexpectedly.
What problems is the product solving and how is that benefiting you?
A customer writes in to ask for information about their order. Our Support team is able to quick sift through these cases with the guidelines we have set up and solve many issues before they ever get escalated.
Reliable, User-Friendly Platform for Marketing and Customer Service
What do you like best about the product?
It is reliable, user-friendly and adapted to both marketing and customer service needs.
What do you dislike about the product?
I believe that although the platform is very intuitive, some features are not easily recognised without a proper training.
What problems is the product solving and how is that benefiting you?
Whether it is customer service, marketing or newsletters, Saleforce simplifies the communication across all the departments, stores the contacts and helps business move forward efficiently.
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