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 for Data Management, but Deployment Is Complex
What do you like best about the product?
Manage a large volume of data while easily connecting with other Salesforce clouds.
What do you dislike about the product?
Like many other SF projects, these are complex to deploy.
What problems is the product solving and how is that benefiting you?
Resolver 360 provides users with insights into all the touchpoints within my organization.
Easy to Implement, but Adoption Can Be Challenging
What do you like best about the product?
Easy to implement and lots of great featurea
What do you dislike about the product?
Adoption sometimes is hard and so sometimes hard to measure
What problems is the product solving and how is that benefiting you?
All features are seamlessly integrated.
Great Built-In Features, but Some Setups Are Cumbersome
What do you like best about the product?
Built in features for email to case. Easy to extend and build from.
What do you dislike about the product?
Some features take more steps than seem necessary to setup
What problems is the product solving and how is that benefiting you?
Case management and knowledge management. Helping us to scale, handle volume, and deflect cases
Effortless Setup, Empowering AI Features
What do you like best about the product?
I love how easy Salesforce Service Cloud is to set up, making the initial configuration a breeze with plenty of guidance available. The AI aspects, particularly the agentic bots, empower customers to find answers themselves, enhancing self-service capabilities. The powerful features like Agent Force and Einstein bots on Experience Cloud are incredibly beneficial for my work.
What do you dislike about the product?
More agentic guidance in setup will make it even easier!
What problems is the product solving and how is that benefiting you?
I love the AI aspects of Service Cloud, like building an agentic bot to empower customers, finding answers, and easing confusion. It’s easy to set up with ample guidance, which solves my problems efficiently.
Centralized Efficiency with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud for its ease of use and ease of access, which play a significant role in centralizing all the data efficiently. I find the omni-channel support through email, phone, and chat highly beneficial for case management. The capability for agents to view all customer interactions in one account and the integration with chatbots to address basic queries saves time and enhances focus on detailed work.
What do you dislike about the product?
I found it quite challenging to set up Salesforce Service Cloud initially, ten years ago. At that time, the Classic version was not equipped with the modern features such as flows, making the setup process difficult and lacking in streamlined processes. As we progressed to the Lightning version, things became easier, but the initial deployment was indeed typical of older systems, which lacked current functionality. Additionally, I see room for improvement in the reporting capabilities. The current system doesn't fully meet our leadership's needs, particularly concerning in-house reporting and the omnichannel supervisor view. Enhancements in detailed work displays or smoother queue switching for agents could significantly enhance usability.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to centralize customer data, streamline case management across multiple channels, and reduce agent workload with chatbots, enhancing our efficiency and customer interactions.
Great product
What do you like best about the product?
Great product. This is good solution for service industry
What do you dislike about the product?
Great product. Great product. This is good solution for service industry
What problems is the product solving and how is that benefiting you?
Great product. This is good solution for service industry
Interested in Service Cloud for Knowledge Base Features
What do you like best about the product?
We currently don’t use Service Cloud but still interested in seeing ideas.
What do you dislike about the product?
We’d like how it helps with building a knowledge base also.
What problems is the product solving and how is that benefiting you?
It’d help with user support and tracking.
Highly Advanced and Configurable with Outstanding Omni Routing
What do you like best about the product?
It's incredibly advanced and highly configurable, which I really appreciate. The omni routing feature stands out in particular, and with the addition of agentforce, I would highly recommend it.
What do you dislike about the product?
Someof the things a re hard to debug . Agentforce for voice is a missing piece
What problems is the product solving and how is that benefiting you?
Customer issues and faq, self service ans agentic support
Helpful for Vendor Access, But Setup and Pricing Are Challenging
What do you like best about the product?
I appreciate how Salesforce Service Cloud enables our vendors to directly access what they need, which reduces the interruptions in our communication, such as phone calls and emails. The ability for vendors to log in, access invoices, and submit payments online without waiting for mail is particularly beneficial.
What do you dislike about the product?
{"I found setting up Salesforce Service Cloud quite challenging. It required having a certified admin, which we did not have, and demanded bandwidth that we lacked.","I dislike the pricing of Salesforce Service Cloud, as it is very expensive. It feels like they assume everyone has a large budget similar to Mark Benioff's.","At this point, Salesforce Service Cloud is more of a 'nice to have' rather than a 'need to have,' as the vendors need to utilize it more to justify its necessity."}
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enable vendor self-service, reducing calls and emails, and allowing them to access invoices and make payments online efficiently.
Efficient Information Sharing with Knowledge Articles
What do you like best about the product?
Knowledge articles offer a great way to share information efficiently and conveniently with both internal and external users.
What do you dislike about the product?
Some of the auto response features can be difficult for end users.
What problems is the product solving and how is that benefiting you?
Helps me to track customer requests (bugs/enhancements).
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