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.
Powerful Case Management with High Customization Complexity and Cost
What do you like best about the product?
Offers powerful case management, omnichannel support, and AI-driven insights to enhance customer service efficiency and satisfaction.
What do you dislike about the product?
Can be complex to customize and integrate, and licensing costs may be high for small or mid-sized businesses.
What problems is the product solving and how is that benefiting you?
effective case management
Great Automation, but Some Drawbacks
What do you like best about the product?
Automation Capability allows for seamless information sharing
What do you dislike about the product?
Can be confusing to set up platforms within the platform
What problems is the product solving and how is that benefiting you?
Helps me manage sales leads
Great for Team Organization, but Setup for Certain Clients Is Challenging
What do you like best about the product?
I like that it keeps our care teams organized and streamlines processes
What do you dislike about the product?
It requires our residential and government agg clients to be in sf so that was a big lift to get all of the correct info
What problems is the product solving and how is that benefiting you?
customer service times
Efficient Work Order Tracking, but License Management Needs Improvement
What do you like best about the product?
It's very straightforward to keep track of customer work orders and upcoming inspections. The process is simple and efficient, making it easy to stay organized.
What do you dislike about the product?
Managing licenses for a larger organization can be quite challenging.
What problems is the product solving and how is that benefiting you?
I use it to track work orders and inspections, as well as to serve as a repository for service knowledge.
Great for Call Centers, but Can Be Complicated at Times
What do you like best about the product?
It it awesome and helps my call centers in easy helps and guidance to customers
What do you dislike about the product?
It can be complicated at times while helping the customers and call center agents
What problems is the product solving and how is that benefiting you?
Customer support and call center
Comprehensive Information Integration Enhances Use Cases
What do you like best about the product?
All the essential and interconnected information is readily accessible, making it easy to leverage for various use cases.
What do you dislike about the product?
There isn't really anything significant, but perhaps the screen flows could be improved.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has enabled us to provide better support to our customers.
Essential tool, but customizations and extra packages frustrate
What do you like best about the product?
For us, it is an essential tool for customer management and for creating an integrated CRM.
What do you dislike about the product?
Many of the customizations, when they involve consulting, end up being more labor-intensive than actually adding value. Furthermore, the fact that we always need to purchase an additional package to evolve makes it seem like nothing is complete.
What problems is the product solving and how is that benefiting you?
The management of customer information is efficient.
Great Unified Customer View, But Lacks Sufficient AI Features
What do you like best about the product?
The most helpful part for us is being able to pull all customer contact information and account information into a single pain of view so that when service calls are initiated, we know who we are talking to and the overall customer sentiment and customer engagement that that particular account deserves
What do you dislike about the product?
Not enough AI. I wish to see more agent, force, or other AI automation made available.
What problems is the product solving and how is that benefiting you?
It allows our call center staff to be able to open up troubleshooting and brake fix work for our customers
Great for Email to Case and Service Agents
What do you like best about the product?
Email to case and service agents and integration options
What do you dislike about the product?
Surveys should be included as a standard feature Not an add on
What problems is the product solving and how is that benefiting you?
Reducing manual tasks and eliminating outlook as the primary tool.
Driving Efficiency and Customer Delight
What do you like best about the product?
It allows both agents and leaders to have a 360-degree view of the customer, which is critical for improving first call resolution, personalization, and overall customer experience.
What do you dislike about the product?
None so far. Everything is very helpful for us
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us keep all customer information and cases in one place. It makes it easier to track issues, follow up faster, and give consistent service across channels. We save time, avoid missed details, and our customers get quicker, more personalized support.
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