Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Great for Organization, but Activity Capture Needs Improvement
What do you like best about the product?
Easy to use and keeps all my info in one central place
What do you dislike about the product?
Activity capture has flaws and would like to see that resolved in all salesforce products
What problems is the product solving and how is that benefiting you?
Streamlines our sales and service workflows
Uncertain About Current Features and Offerings
What do you like best about the product?
I’m not sure what it offers at the moment
What do you dislike about the product?
I’m not sure what it offers at this time
What problems is the product solving and how is that benefiting you?
Oh the help desk is useful
Powerful Tool for Case Management with Room for Improvement
What do you like best about the product?
I appreciate Salesforce Service Cloud's out-of-the-box functionality, which negates the necessity for extensive customization and simplifies our processes significantly. The milestones and omnichannel routing features are exceptionally beneficial, streamlining our case management and internal operations seamlessly. The direct SDK integrations from external systems enhance our workflow efficiency.
What do you dislike about the product?
I have observed several issues with channel routing in Salesforce Service Cloud. Despite users being available, the system sometimes incorrectly shows them as unavailable in certain scenarios. This is a point where there could be some improvement.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to tackle routing challenges and manage SLAs efficiently. Its out-of-the-box features minimize customization needs, simplifying our operations considerably.
Great Omnichannel Features, but Pricey
What do you like best about the product?
Omnichannel
Routing
Service reply
Case summarization
Routing
Service reply
Case summarization
What do you dislike about the product?
Price tag. Service cloud is expensive and they make it more expensive with agentforce
What problems is the product solving and how is that benefiting you?
Improve contact centrr
Powerful Customer Support Platform with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is its robust case management system and the ability to streamline customer service operations across multiple channels—email, phone, chat, and even social media. The platform’s automation tools, like workflows and macros, significantly reduce manual effort, allowing agents to focus more on solving customer issues than on administrative tasks. I also appreciate the integration with the broader Salesforce ecosystem, which gives a 360-degree view of the customer, making interactions more personalized and efficient.
What do you dislike about the product?
One of the main challenges with Salesforce Service Cloud is its complexity, especially during initial setup and customization. The platform is incredibly powerful, but configuring it to match specific business needs often requires significant time, expertise, or external support. Additionally, the licensing and pricing structure can be confusing and may become expensive as your team scales or requires access to more advanced features. The user interface, while improved over the years, can still feel a bit overwhelming for new users without proper training.
What problems is the product solving and how is that benefiting you?
Scaling and streamlining customer service
Good Maintenance, but Integration Needs Improvement in SF Service Cloud
What do you like best about the product?
What I like about SF Service cloud is the maintenance.
What do you dislike about the product?
What I dislike about SF Service cloud is integration processes.
What problems is the product solving and how is that benefiting you?
SF service cloud helps to simplify and ease maintenance
Great for Custom Flows, but Standard Data Objects Are Too Rigid
What do you like best about the product?
Flexible to build custom flows and provide organized data
What do you dislike about the product?
The standard data objects are rigid, which can make them less flexible to work with. Additionally, the error messages can sometimes be complicated to decode.
What problems is the product solving and how is that benefiting you?
Not sure.
Service Cloud Makes Case Management Easy and Efficient
What do you like best about the product?
Service cloud has been really helpful for putting together cases and managing cases directly in the org where we have our accounts and our sales process
What do you dislike about the product?
There’s nothing I dislike about service cloud. It’s very easy to use and I’m very happy.
What problems is the product solving and how is that benefiting you?
Case resolution and triage
Great for Case Management, but Omnichannel Needs Improvement
What do you like best about the product?
The way our users manage to solve cases and boost productivity
What do you dislike about the product?
Omnichannel doesn’t work as expected in all cases.
What problems is the product solving and how is that benefiting you?
Boost productivity while using the same tool for every single channel
Great Service Console and Case Management, but Omni Channel Assignment Is Confusing
What do you like best about the product?
Service console, case management and omni channel finitionalities
What do you dislike about the product?
Omni channel assignment is quite confusing for end users
What problems is the product solving and how is that benefiting you?
Customer case management
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