Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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Customer support process and SLA
What do you like best about the product?
I like the automations related to case management. It allows to save a lot of Service Rep time. Entitlement is also amazing feature which handles all different support levels and SLAs
What do you dislike about the product?
Omni channel is not difficult to setup and needs training to configure properly. Debugging is also not obvious
What problems is the product solving and how is that benefiting you?
Service Cloud can handle huge number of cases and dispatch complaints properly to service reps. That solves the problem of managing assignment manually and organising reps into queues. Omni channel can support different channels of communication so SF acts as a contact center and one for all platform
Service Cloud
What do you like best about the product?
It helps the customer service team to address the issues on time.
What do you dislike about the product?
there is no dislikes about the product. it works as expceted
What problems is the product solving and how is that benefiting you?
It is solving the issues of the customer.
Amazing!
What do you like best about the product?
Lots of useful and intelligent products/tools to integrate with any business
What do you dislike about the product?
None so far. From what I've seen this product works!
What problems is the product solving and how is that benefiting you?
Ticketing queue
Easy to use
What do you like best about the product?
Service cloud is easy to configure and is very intuitive to our business users who havent used Salesforce before
What do you dislike about the product?
It's a little cumbersome to customize the UI behavior especially ifnit deviates from the standard out of the box experience.
What problems is the product solving and how is that benefiting you?
Resolve user issues with using the company's content
CRM advocate, CX strategist & Change Manager
What do you like best about the product?
Service cloud has significantly changed our business at the university of the Witwatersrand, Johannesburg.
What do you dislike about the product?
Honestly speaking it is difficult to say but on EDA the fact that is a separate component fully integrated, it is easy to navigate
What problems is the product solving and how is that benefiting you?
Service cloud has helped us resolve silos of the past through its integration. We are working toward an effective 360 review of case management and other aspects of its services
Great case management
What do you like best about the product?
Case management and work order management with escalation is great
What do you dislike about the product?
Nothing else is wrong with this products
What problems is the product solving and how is that benefiting you?
It solves a lot of my clients case management issues
Helping my customer make their customers satisfied
What do you like best about the product?
As a consultant Salesforce gives me the opportunity to help my customers build a platform to continously improve their customers experience. Adding more and more channels of communication while making the work for the agents easier so the cases can be closed quicker. Looking forward Agentforce will be a big game changer in that effort.
What do you dislike about the product?
Smaller companies cannot afford a lot of lincences and all modules so you have to try and get the most out of what you have. Managing that can be difficult sometimes.
What problems is the product solving and how is that benefiting you?
It is bringing all different channels of communication into one as well as bringing all the information to the same place so agents do not need to switch between systems anymore and can focus on getting the customer the help that the need as efficiently as possible.
Essential Service Tool
What do you like best about the product?
As a service cloud voice customer it's curiously to be about to meet my customer where they are instead of making them find me.
What do you dislike about the product?
Of course, you need admin credentials to run it and a dev if you need integrations but out of the box it's great for early to mid stage companies.
What problems is the product solving and how is that benefiting you?
Our marketing team uses this to talk to our customers and facilitate testimonials for the benefits of our products.
Great way to manage the customer experience
What do you like best about the product?
Service cloud has helped us automate tasks and make sure things are going to the right person to move things along faster
What do you dislike about the product?
Service cloud can be a little cumbersome and the setup was difficult
What problems is the product solving and how is that benefiting you?
It helps us stay organized with client issues
Productivity first
What do you like best about the product?
The best tool so far I've seen to manage the customer support from all dimensions
What do you dislike about the product?
The price is a bit too high for smb segment
What problems is the product solving and how is that benefiting you?
It's cost saving to have self service in place
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