Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Centralized Case Management Makes a Big Difference, Setup Worth the Effort
What do you like best about the product?
Centralized case management! This is a powerful way to see all inquiries for your company
What do you dislike about the product?
There is some setup but it’s worth the effort!
What problems is the product solving and how is that benefiting you?
Case management and capacity management for my team
Easy Case Configuration and Automation, Limited Use Beyond Cases
What do you like best about the product?
Cases are very easy to configure and automate assignments
What do you dislike about the product?
Not sure, for our use case we use inly cases
What problems is the product solving and how is that benefiting you?
Easy assigning help desk agents
Great and needs more frequent updates
What do you like best about the product?
It definetly helps for service cases and it’s a lifesaver
What do you dislike about the product?
Wait for new features for the wait and their release cycle
What problems is the product solving and how is that benefiting you?
Deal flow
Effective Case Management, but Needs More Native Project Lifecycle Support
What do you like best about the product?
I appreciate the simplicity of the platform. The case management feature is highly effective and offers a time-saving approach for tracking and reporting issues, which enhances overall traceability.
What do you dislike about the product?
I feel it would be better if it offered native support for more features, especially those connected to the project lifecycle, instead of requiring so much customization.
What problems is the product solving and how is that benefiting you?
This tool offers bug tracking, case management, and error tracking features.
Powerful and Flexible, but Setup Can Be Complex
What do you like best about the product?
Service Cloud provides a central place to manage all customer interactions, cases, and support workflows. It’s flexible, integrates seamlessly with other Salesforce products, and makes it easy for teams to collaborate on resolving customer issues efficiently. The reporting and automation options are strong, helping to track performance and maintain a consistent service experience.
What do you dislike about the product?
Some setup and configuration steps can be complex, especially for custom workflows. It can take time to fine-tune automations and layouts to fit specific processes. The interface can also feel heavy at times compared to lighter customer support tools.
What problems is the product solving and how is that benefiting you?
We use it for all our customer case management at FinDock, giving our team a complete view of every customer interaction and history in one place. It helps ensure quick responses, better collaboration across teams, and more personalised support. The integration with the rest of Salesforce means our support operations stay connected to sales, product, and customer data.
Service Cloud: Scalable Solution with Minimal Downsides
What do you like best about the product?
It has enabled us to scale our service requests, helping us deliver best-in-class service.
What do you dislike about the product?
There are very few, if any, downsides to using Service Cloud.
What problems is the product solving and how is that benefiting you?
This tool helps us keep track of and fulfill requests, preventing them from getting lost in crowded email inboxes.
Great Features and Interface, but Licensing for External Users Is a Drawback
What do you like best about the product?
The functionalies and the friendly interface
What do you dislike about the product?
External users require license to login and use it
What problems is the product solving and how is that benefiting you?
Case management
Transforming Servicing
What do you like best about the product?
Service Cloud has allowed us to significantly improve the way we manage our Commercial Servicing business.
What do you dislike about the product?
The development timeline can be quite lengthy, depending on the specific use case.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us streamline our workflows, which has led to fewer handoffs and noticeable improvements in both quality and turnaround times.
Great Case Management, But Email to Case Replies Need Improvement
What do you like best about the product?
The case management feature is extremely powerful and can be applied to a wide range of use cases.
What do you dislike about the product?
Email to case reply all can create duplicate cases
What problems is the product solving and how is that benefiting you?
Managing issues and work prioritization
Great Case Functionality!
What do you like best about the product?
I love the Case functionality! It is how we handle our IT ticketing!
What do you dislike about the product?
Some of the out of the box features can be confusing.
What problems is the product solving and how is that benefiting you?
It allows us to track IT tickets along with other tickets for other departments with ease.
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