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.
Great New Agentforce Features in Service Cloud
What do you like best about the product?
I like the new agentforce capabilities that come with service cloud
What do you dislike about the product?
Things are always moving around , what might have been a feature at one place will be moved somewhere else in the next few months
What problems is the product solving and how is that benefiting you?
We are not using all service cloud features affectively in my company. We dont have a service agents at our end yet
Useful Cases, but Entitlements Configuration Needs Improvement
What do you like best about the product?
I like de cases to mucch very usefull hahah
What do you dislike about the product?
I dont like the entitlements configuration
What problems is the product solving and how is that benefiting you?
None
Great Case Management and Omnichannel Features, No Complaints
What do you like best about the product?
Case management with omnichannel capabilities
What do you dislike about the product?
Call center solution is missing which can be really helpful
What problems is the product solving and how is that benefiting you?
Customers request management
Empowers Remote Work with Ease, Minor KB Limitations
What do you like best about the product?
I love how Salesforce Service Cloud allows a call center to shift to remote operations swiftly, within about ninety days. The ease of implementation, especially in a remote setting, made the transition smooth and effective. I find leveraging the service case console, knowledge base, and the easy integration with telephony providers incredibly useful. Moreover, the ability to unify data and analytics for reporting is a significant advantage.
What do you dislike about the product?
I find the knowledge base within Salesforce Service Cloud to be somewhat limited in its context search capability, which affects its ability to find very specific information.
What problems is the product solving and how is that benefiting you?
I find the product enables our call center to operate remotely within 90 days and integrates easily, ensuring effective data reporting, making business transitions smooth.
Transforms Case Management with Ease
What do you like best about the product?
I love how easy the setup process of Salesforce Service Cloud is, allowing a complete implementation in just twelve weeks. I find the knowledge aspects and self-service tools like Einstein Chatbots and AgentForce invaluable, significantly reducing the workload by enabling customers to self-serve. The Service Cloud's efficiency in reducing our employees' overall case handling time delivers exceptional value, making it worth purchasing again.
What do you dislike about the product?
I would like to make Salesforce Service Cloud more accessible for resolving cases while on a job site. Specifically, enhancements through AI lookups and quick solving actions would improve the efficiency of closing the work paperwork afterwards.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to implement self-service features like chatbots, reducing case management workload and improving efficiency by allowing customers to resolve their issues without human intervention.
Business Booster with Initial Challenges
What do you like best about the product?
I appreciate that Salesforce Service Cloud offers us extensive possibilities for improvement and scalability, allowing us to implement effectively in our 24/7 contact center. It has provided us with visibility and peace of mind in our daily operations. The scalable and standardized platform with useful tools helps us grow in the market with ease. The ability to integrate data with tools like Tableau adds great value to our processes, while easy access to data and the ability to grow our business in a scalable way are fundamental aspects.
What do you dislike about the product?
It was not easy to make the switch from a highly customized platform to a more standard one. Cleaning the data was a major challenge.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud improves our service traceability, provides a scalable and standardized platform, generates data for better decisions, and facilitates integrations with tools like Mealsoft and Tableau, adding value to our processes.
Great Integration with Sales and Data Cloud
What do you like best about the product?
Unified interface and its seamless Integration with sales and Data cloud
What do you dislike about the product?
The knowledge base features and functionalities needs to be enhanced.
What problems is the product solving and how is that benefiting you?
Unified customer issue management platform
Great for Centralizing Data, Still Evaluating Other Features
What do you like best about the product?
The way that join all our data in a single platfform
What do you dislike about the product?
I don’t know, I still does not use. I need to evaluate
What problems is the product solving and how is that benefiting you?
We are evaluating how we can implement the call center on it
Easy Setup and Smooth UX, but Customization Can Be Challenging
What do you like best about the product?
It is quite easy to set up and has a lot of components ready to go out the box. Integration to external apps is easy when you're using standard components. You don't need an extensive development team in order to build new things. The user experience is also quite smooth and easy to onboard.
What do you dislike about the product?
If building custom components, it does make integration to other apps more difficult. If there are improvements needed on existing components it does sometimes take long to get there or to get a response on the community.
What problems is the product solving and how is that benefiting you?
Easy setup and a wide library of components ready to go. This makes building new things super easy.
Great All-in-One Platform, but Telemetry Add-Ons Are Frustrating
What do you like best about the product?
Being able to consolidate sales, support and a customer portal in one platform.
What do you dislike about the product?
Some telemetry features should be included in the license. I don't understand why we need to pay an add on for that (Platform shield) to keep track of case access
What problems is the product solving and how is that benefiting you?
Consolidating support, sales and self-service in one platform.
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