Agentforce Service
Salesforce, Inc.External reviews
7,062 reviews
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External reviews are not included in the AWS star rating for the product.
Great Multi-Channel Support and Customer 360, but Pricey
What do you like best about the product?
The ability to use multiple channels to receive cases and being able to include service in a customer 360 view
What do you dislike about the product?
it can be expensive which can cause companies to exclude it from consideration
What problems is the product solving and how is that benefiting you?
Holistic view of customer support.
Streamlined Service Operations, but Extra Features Cost More
What do you like best about the product?
It made it possible to streamline the entire service sector of the business.
What do you dislike about the product?
Nothing as of now but many features are enabled with additional licenses and cost.
What problems is the product solving and how is that benefiting you?
It is helping route the cases efficiently to the right skilled agent and enabling agentforce is helping reduce the workload of the service agents
Promising Solution for Service Teams, but Cost Is a Concern
What do you like best about the product?
It seems to me to have the potential to solve various issues for our service team. Eliminating hello tickets could be so time saving.
What do you dislike about the product?
Cost could be a big problem for our team
What problems is the product solving and how is that benefiting you?
Getting rid of help tickets
Great Automation and Scalability, but Limited Record Processing
What do you like best about the product?
Automated flows and scalability for multiple device types.
What do you dislike about the product?
Tools are limited to a set amount of records for processing.
What problems is the product solving and how is that benefiting you?
Archiving legacy data systems
Efficient Customer Issue Tracking and Seamless Email Integration
What do you like best about the product?
It makes it so very easy to be able to keep track of customer issues and ensure they responded to Quiqley to keep customers happy
What do you dislike about the product?
There is nothing really that I just like about it. I think it’s really great. You could even have Emails go directly into a queue to be serviced by your agents
What problems is the product solving and how is that benefiting you?
Issues with party planning
Challenging Setup, Competitive Pricing
What do you like best about the product?
I appreciate that Salesforce Service Cloud helps with scheduling, which is crucial for our services. I also consider the pricing to be good, which is an important factor in my decision to use it.
What do you dislike about the product?
I found it difficult setting up Salesforce Service Cloud. Additionally, while I appreciate the good price, the cost is still a concern for me.
What problems is the product solving and how is that benefiting you?
I find the product helps with scheduling services, enhancing our service department's efficiency.
Easy App Development and Smooth Cloud Experience
What do you like best about the product?
Developing a customized app is straightforward, and the cloud experience is smooth. Publishing on mobile platforms is also easy.
What do you dislike about the product?
Integrating with other systems can be somewhat complicated if you are not using Mulesoft. It would be helpful if free connectors were available for the major vendors.
What problems is the product solving and how is that benefiting you?
Enterprise wide request response system.
Exchange employee management system.
Safety Compliqnce platform
Exchange employee management system.
Safety Compliqnce platform
Quick Data Access for Sales Users—No Complaints
What do you like best about the product?
Provides quick data for sales users. Excellent
What do you dislike about the product?
No negative feedback for this feature at this time
What problems is the product solving and how is that benefiting you?
Helping our sales teams expedite fastee
Efficient and User-Friendly, but Adoption May Be a Challenge
What do you like best about the product?
Easy to use and and efficient for business users
What do you dislike about the product?
At the moment, I don't see any real downsides except for the issue of adoption.
What problems is the product solving and how is that benefiting you?
Lack of visibility
Great Integration and AI Tools, but Needs Better Workforce Management Features
What do you like best about the product?
Interconnectivity between other SFDC products. Need to end visibility of data to help improve the customer experience. Ability to leverage existing AI tools to make the employee experience raiser. As well as access to a wide array of third party applications which can compliment your individual need.
What do you dislike about the product?
I have not found many options to leverage workforce management tools to boost productivity and provide insight into agent utilisation. Additionally, I would like to be able to measure response rates for all email interactions, not just first response and full case cycle time.
What problems is the product solving and how is that benefiting you?
Visibility into customer communications and our ability to service customers more seamlessly. We leverage customer touch points and voice of customer pillars to then drive improvements and prioritise projects which matter most to the customer.
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