Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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External reviews are not included in the AWS star rating for the product.
SF Service Cloud is pure gold
What do you like best about the product?
The way it bundles all major needs into a nice and easy to configure package.
Realy easy to have a coherent and full functional basic setup.
Yet it is also easy to extend based on the needs for customer.
Realy easy to have a coherent and full functional basic setup.
Yet it is also easy to extend based on the needs for customer.
What do you dislike about the product?
Chat part is improoving but currenty lacks some steps when deploying automatically for multiple sandboxes. Luckily we have found ways to automate most of it to avoid manual setup on a daily base but that required extra work.
What problems is the product solving and how is that benefiting you?
Single access point to contacting customer service. Central view on communication with customer. Replacing multiple systems currently in use.
A well all round platform
What do you like best about the product?
Easy to access and reliable. Ai enabled features
What do you dislike about the product?
The price for a license is a bit on the higher side.
What problems is the product solving and how is that benefiting you?
Sales cloud solves our sales data retention
Best crm for transforming you business with managing customer and revenue.
What do you like best about the product?
Case escalation process one of the best process in the service cloud which helps to escalate case more efficiently.
What do you dislike about the product?
Cases are not ready out of the box for large scale routing for diverse skilled Salesforce.
What problems is the product solving and how is that benefiting you?
A robust system for tracking customer issues, assigning cases to appropriate agents, setting priority levels, and monitoring resolution progress.
Service Cloud Case management and Einstein features are amazing
What do you like best about the product?
Einstein Case Classification is amazing along with Omnichannel. There has been awesome improvements recently to the case mangement bringing in AI which as allowed for auto resolution of cases fast and efficient manner. The CRM Analytics dashboards showing the cost savings are amazing as well.
The Einstein Knowledge article recommendation has done wonders for the service team I worked for. It is fairly easy to setup these tools to enhance the customer support experience.
We usually have few hunderd cases a day and to optimise the investment of having too many support engineers, we had to look for these optimisations and it has done wonders.
The experience cloud sites with Einstein bots are amazing as well. They deflect most of the customers and has tremendously decresed the load on the support team.
The Einstein Knowledge article recommendation has done wonders for the service team I worked for. It is fairly easy to setup these tools to enhance the customer support experience.
We usually have few hunderd cases a day and to optimise the investment of having too many support engineers, we had to look for these optimisations and it has done wonders.
The experience cloud sites with Einstein bots are amazing as well. They deflect most of the customers and has tremendously decresed the load on the support team.
What do you dislike about the product?
There were issues while implementing the omnichannel especially the custom routing. It would have been amazing if there was more documentation on it and a bit more support. The Einstein bot's functioning has been a bit of a black box but it has increasingly been transparent.
What problems is the product solving and how is that benefiting you?
Service Cloud helps in identifying and fixing customer's troubles in using our products and services efficently. It helps with self serve for customer and also enhances the shared knowled of our customer service reps thus allowing for a consistent response to all customers according to their needs.
Unlimited options
What do you like best about the product?
Upsides are unlimited options to customize your service and input an insurmountable amout of data. I use this service every day in my job. I am able to integrate my CMS, data collection, and email to case with just a click here and there.
What do you dislike about the product?
It take a bit of background knowedge for someone who doesn't know coding, soft coding, or a ton of background tech information.
What problems is the product solving and how is that benefiting you?
data tracking
Enhancing the student experience
What do you like best about the product?
The ability to have a platform that sees a students progression is a invaluable tool. The ease to communicate with individuals provides great customer support and tracks it all in one place. Automation is key which helps to ensure timely messages.
What do you dislike about the product?
Downsides are that there are some limitations to some things when it comes to customazation. Not all things can be changes and with more than one college all is standard.
What problems is the product solving and how is that benefiting you?
Helping to message out to thousands of students and the automation is saving time and people power.
I have been using SFDC Service Cloud since 2015 and it has always Wowed me with its features.
What do you like best about the product?
I liked email to case function, Queue management, Escalation rules and so on...
What do you dislike about the product?
Everthing seems pretty cool so far.Let me try Agentforce and will get back
What problems is the product solving and how is that benefiting you?
It helped me with IVR project , Debt managment project , LMS tool management, Customer Portal managment.
Does Everything We Need
What do you like best about the product?
Salesforce Service Cloud has been a great addition to our toolkit, especially omni channel. Being able to route inquires and cases to different queues and teams via flows opens up a ton of customization. We love it.
What do you dislike about the product?
Salesforce knowledge is a bit cluncky and lacking as far as we're concerned and doesn't get much use.
What problems is the product solving and how is that benefiting you?
It solves our case management and queue routing which allows us to service the client better
Service Cloud
What do you like best about the product?
It is the most usefirendly product i have everseen. It offers a complete package to serve your servicing needs.
What do you dislike about the product?
It has noting to dislike. I have not seen anything yet.
What problems is the product solving and how is that benefiting you?
All our end to end customer quesries and servicing related actions
Efficient and Powerful Customer Service Solution
What do you like best about the product?
I've been using Service Cloud for over a year, and the experience has been exceptional. These tools have transformed how our team manages customer service and field operations.
Service Cloud:
It offers a comprehensive, easy-to-use platform for managing customer interactions. The case management features ensure that nothing slips through the cracks, and the automation tools save our team a lot of time. We can quickly gather customer information, resolve issues efficiently, and provide personalized service, improving customer satisfaction. The reporting and analytics features also help us track performance and continuously improve our processes.
The product has helped us streamline our operations, improve team efficiency, and provide better customer service. I highly recommend Service Cloud for any organization looking to enhance their service capabilities.
Service Cloud:
It offers a comprehensive, easy-to-use platform for managing customer interactions. The case management features ensure that nothing slips through the cracks, and the automation tools save our team a lot of time. We can quickly gather customer information, resolve issues efficiently, and provide personalized service, improving customer satisfaction. The reporting and analytics features also help us track performance and continuously improve our processes.
The product has helped us streamline our operations, improve team efficiency, and provide better customer service. I highly recommend Service Cloud for any organization looking to enhance their service capabilities.
What do you dislike about the product?
The ability to summarize a service ticket and just get a quick summary for handover to other teams is missing.
What problems is the product solving and how is that benefiting you?
help streamline customer support ticketing
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