Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
User-Friendly and Customizable, but SLA Management Needs Improvement
What do you like best about the product?
Easy to use, easy to implement and customize
What do you dislike about the product?
The SLA management is very hard to use and lack of functionality
What problems is the product solving and how is that benefiting you?
Case creation by the web portal, measuring SLA, customer support management
User-Friendly and Attractive, but Customization and SLA Management Are Challenging
What do you like best about the product?
Easy to implement and user-friendly for customers, plus it has an appealing appearance.
What do you dislike about the product?
The business processes required additional customization, which made things more complicated. Managing SLAs is also quite challenging.
What problems is the product solving and how is that benefiting you?
We are able to track both the customer journey and our products in a single location. Additionally, we can provide support to customers and view their entire support history all in one place.
Easy Implementation and Valuable Features Impress Our Users
What do you like best about the product?
The implementation process was straightforward, and our users are very pleased with it. I especially appreciate the built-in milestone and escalation features, which add significant value.
What do you dislike about the product?
Don't have anything useful to write here
What problems is the product solving and how is that benefiting you?
Managing cases and all of the front facing customer journey for issues and requests
Robust, User-Friendly, and Scalable Solution
What do you like best about the product?
I love the overall customer experience facilitated by Salesforce Service Cloud. It's great for engaging with our customers and managing cases, which helps in tenant management, account management, and product support. I find case management immensely useful as it's the primary channel for communicating with customers effectively. The integration with tools like Jira allows seamless API interactions to update and manage cases efficiently. The product's usability and robustness enable engagement with customers on both small and large scales, making it powerful for any large-scale organization.
What do you dislike about the product?
I would love to see more options for creating cases at a larger scale, like, proactively. As an internal support user, I wish it was a lot easier to create a large number of cases for a large subset of our customer base or a unique combination of the customers to inform them of issues that impact them specifically.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer experience, enabling proactive case management for tenant and account needs, and efficiently handle incidents and crises communications.
Service Cloud: Excellent Features for Optimizing Customer Interactions
What do you like best about the product?
Service Cloud has many great features that have helped us optimize our customer interactions
What do you dislike about the product?
I don't have much that I do not like about it
What problems is the product solving and how is that benefiting you?
Tracking customer service requests
Manager
What do you like best about the product?
I like that Salesforce Service Cloud gives a complete view of the customer and streamlines support across channels. Its automation tools and AI features make agents more efficient, helping deliver faster and more personalized service
What do you dislike about the product?
“Sometimes Salesforce Service Cloud can feel a bit overwhelming for new users because of its many features, but with proper training, it becomes a very powerful and efficient tool.”
What problems is the product solving and how is that benefiting you?
“Service Cloud centralizes customer interactions and automates processes, helping us resolve issues faster, work more efficiently, and deliver a better experience to customers.”
Great for Managing Customer Data, No Issues So Far
What do you like best about the product?
It helps keep up with our customers data
What do you dislike about the product?
I have no issues so far that I have experienced
What problems is the product solving and how is that benefiting you?
It’s resolving our notes issues!
Efficient Email to Case and Queues, but Needs More Customization
What do you like best about the product?
I'm a big fan of email to case functionality and queues. I'm able to handle a massive volume with a smaller team.
What do you dislike about the product?
Would love enhanced email to case with more customization options
What problems is the product solving and how is that benefiting you?
It allows us to automate our general emails and managers high volumes
Easy Access to Information
What do you like best about the product?
Easy to access info. Looking forward to exploring
What do you dislike about the product?
Limitation of being able to get the information and ability to implement quickly
What problems is the product solving and how is that benefiting you?
Providing the ability to get information quickly
Effortless Integration and Stellar Ticket Management
What do you like best about the product?
I really appreciate how easy it was to set up Salesforce Service Cloud, which integrates smoothly with our existing user base and communication channels. The system excels in making ticket management effortless, offering a clear overview for prioritization and allowing seamless ticket submission without needing separate systems. Additionally, the integration with our existing workflow is fantastic, and its automation tools are extremely useful, making process creation for approvals simple. The ability to manage escalations easily is another added benefit. Given these features, I would definitely buy Service Cloud again and highly recommend it with a score of 10.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline ticket management, making it easy to communicate ticket information with users and to prioritize tasks effectively. It integrates seamlessly with existing workflows and systems, enhancing our ability to manage and resolve issues efficiently.
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