Agentforce Service
Salesforce, Inc.External reviews
7,066 reviews
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External reviews are not included in the AWS star rating for the product.
Tool to enable the best of my program
What do you like best about the product?
The opportunity to grow your program through different approaches and tools of advancement
What do you dislike about the product?
Complexity of the integration and some of the limitations of data
What problems is the product solving and how is that benefiting you?
Personalization
Great Experience, Nothing to Dislike
What do you like best about the product?
Efficient platform for service teams at our company.
What do you dislike about the product?
I havent heard any bad reviews so far from our team.
What problems is the product solving and how is that benefiting you?
It has helped us solve a variety of problems.
Intuitive and Efficient, But Price Could Be Improved
What do you like best about the product?
I love that Salesforce Service Cloud significantly reduces the implementation cycle for telecommunications services, which improves the customer experience by controlling quick activation and billing. Additionally, its setup process is very intuitive and easy to implement, which makes it easier for customers to understand the workflow. I also value the automated service management and integration with Field Service tools. Overall, all the functionality is very good.
What do you dislike about the product?
I don't like the price of the license, which should be more accessible for users. Despite the advantages of implementing Service Cloud, the high cost is an impediment for customers to select the type of license they really need. I think there should be a more accessible licensing scheme.
What problems is the product solving and how is that benefiting you?
I use the product to reduce the deployment cycle and improve quick billing, controlling the activation of telecommunications services and enhancing the user experience.
Service Cloud: Elevating Customer Interactions Effortlessly
What do you like best about the product?
I love how Salesforce Service Cloud allows easy interactions with customers at any time, which is vital for our operations. The transition from Sales Cloud to Service Cloud was seamless due to the simplicity and support from our Salesforce team. Its omnichannel capabilities, coupled with email, bots, and chat features, have been incredibly useful for our operations, especially in providing a white glove customer service experience.
What do you dislike about the product?
Really nothing!
What problems is the product solving and how is that benefiting you?
I find Service Cloud enhances customer interactions, enabling our small team to deliver a white glove experience to a large customer base effortlessly.
Customizable Yet Complex for Life Sciences
What do you like best about the product?
I really appreciate how interconnected everything is with Salesforce Service Cloud, allowing us to manage most of our end-to-end activities efficiently. I also find the built-in dashboards and reports incredibly useful, as they provide valuable insights to our customers.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud quite challenging due to the necessity for extensive customization. This particularly pertains to our life sciences company where the product needs to cater to made-to-order items. The setup process required us to implement a significant amount of customization to align with our specific product needs.
What problems is the product solving and how is that benefiting you?
I appreciate being able to conduct most of our end-to-end activities seamlessly due to the interconnectedness within Service Cloud, enhancing operational efficiency.
Great Customization and Helpful Flows on Service Clous
What do you like best about the product?
Customization in home pages and helpful flows
What do you dislike about the product?
There isn’t anything I don’t like about service clous
What problems is the product solving and how is that benefiting you?
Solving cases
Comprehensive Customer Support with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes customer support into a single, intelligent platform. It allows agents to view a complete 360° view of the customer — from past interactions to current cases — which helps deliver faster and more personalized service.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and flexible platform, one challenge is that its complexity can be overwhelming — especially during initial setup or when customizing processes.
What problems is the product solving and how is that benefiting you?
Disconnected customer data:
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Great for Delivering Customer Value, Wish My Company Used It
What do you like best about the product?
I appreciate that it enables organizations to deliver greater value to their customers.
What do you dislike about the product?
I dislike that my company doesn’t use it.
What problems is the product solving and how is that benefiting you?
There solutions don’t benefit me currently.
Great tool that can benefit from some data insights
What do you like best about the product?
The connectivity from agentforce to service and the automated ticket creation and allocation to a rep.
What do you dislike about the product?
Limited ability to see resolutions and how they are consistent across questions.
What problems is the product solving and how is that benefiting you?
It automates our flow for customer service reps and links up with an agent to deflect cases.
Generally satisfied.
What do you like best about the product?
The appeal lies in the ability to support customers based on customer information utilized in sales. Specifically, because you can grasp the progress of negotiations with customers, you can quickly determine how to support them by reviewing interactions from before the contract.
What do you dislike about the product?
The license fees are somewhat higher compared to Japanese products. Additionally, in the case of small-scale call centers, there may be a feeling that there are too many features to fully utilize, making the cost seem high.
What problems is the product solving and how is that benefiting you?
After the implementation of the B2B system development, we are utilizing it to handle customer inquiries. The fact that the product evolves with the times, such as the transition from Classic to Lightning, is appealing.
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