Product(s): Agentforce Service
Overall Comment:"Throughout my experience with salesforce Service cloud, I found the platform incredibly useful for simplifying how our teams handle customer cases. The system made it easier to track interactions and follow up quickly, which really improved our day-to-day efficiency. I especially valued how we could bring all customer conversations from different channels into one place, making things more straightforward for our agents. Of course, there were moments where the system needed finetuning to fit our processes, but overall, it has had a very positive impact on both our teams' productivity and our customer's satisfaction. "
I like the seamless omnichannel experience that allows our agents to manage customer interactions across email, phone, and chat from a single platform. The case management automation is very strong and helps in faster routing and resolution. I also appreciate the flexibility to customize workflows and dashboards to meet our business needs.
1. The User interface can sometimes feel cluttered, especially for new users with limited Salesforce experience. 2. The reporting and dashboard features require additional customization to meet complex reporting needs. 3. Integration with some legacy systems was more challenging than expected and required extra development effort.