Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Efficient Service Channel Management, No Major Drawbacks
What do you like best about the product?
Streamlined service channel management and reporting.
What do you dislike about the product?
There can be a more customization and cost.
What problems is the product solving and how is that benefiting you?
Case management.
Boosts Campaigns with Seamless Product Launches
What do you like best about the product?
I appreciate how Salesforce Service Cloud helps us gain more customers for our new products and offers better member experience. The product fits our organization's needs better than other service providers. I find the mailing and bulk marketing campaigns extremely useful for bringing products to market. The integration with Marketing Cloud and Financial Service Cloud works very effectively, contributing to our overall efficiency.
What do you dislike about the product?
I experienced a learning curve when starting with Salesforce Service Cloud. It took some time for our resources to adapt to the new environment.
What problems is the product solving and how is that benefiting you?
I find it helps us gain more customers for new products, enhancing customer support and member experience, and enabling effective marketing campaigns.
Great Team Collaboration, but API Limitations Slow Things Down
What do you like best about the product?
Case handling across team, offers multiple channels to submit cases
What do you dislike about the product?
Limitation on API call, not quick enough
What problems is the product solving and how is that benefiting you?
case handling
Great for Service Calls, but UI Can Be Overwhelming for New Users
What do you like best about the product?
Allows our agents to handle service calls, create cases right on the platform
What do you dislike about the product?
For new users it could be daunting because UI can be complicated
What problems is the product solving and how is that benefiting you?
Handling customer isssues in a unified central location.
Great Unified Data Integration, but High Licensing Costs
What do you like best about the product?
Unified customer view / how it integrates my sales data and marketing data into one unified view
What do you dislike about the product?
The licensing costs are quite high and needs lots of admin attention
What problems is the product solving and how is that benefiting you?
client issue tracking and resolution across projects and geographies.
Easy Setup Makes It Stand Out
What do you like best about the product?
How easy it is to set up. It’s intuitive and straightforward.
What do you dislike about the product?
I wish the assignment and flows were all one item.
What problems is the product solving and how is that benefiting you?
It intakes end user comments and questions.
Great for Centralized Support, but Voice Feature Not Available in My Country
What do you like best about the product?
The ability to manage all my customer service requests from a single console
What do you dislike about the product?
Nothing in particular except for the fact that Voice support doesn’t work in my country
What problems is the product solving and how is that benefiting you?
Managing end customer complaints
Happy Service Cloud User
What do you like best about the product?
Ease of setup and use. Full featured platform for customer service and technical support.
What do you dislike about the product?
Knowledge article management is a bit tedious, especially when dealing with translations.
What problems is the product solving and how is that benefiting you?
Self-service helps customer solve issue or submit the right detail.
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