Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Case Management and Omni-Channel Features
What do you like best about the product?
Case management and omni-channel capabilities
What do you dislike about the product?
Sometimes it needs more customization to get the best value
What problems is the product solving and how is that benefiting you?
It's solving our case/claims management needs and ensuring nothing falls through the cracks
Great Management Features and Seamless Integration
What do you like best about the product?
It offers management features and integrates well with both accounts and the website.
What do you dislike about the product?
I don’t have anything I dislike about it
What problems is the product solving and how is that benefiting you?
We are able to create and manage tickets efficiently
Great for Customer Connection, But Lacks User-Level Flexibility
What do you like best about the product?
The ability to connect with customers and track issues across different contact points
What do you dislike about the product?
It has little flexibility at the user level
What problems is the product solving and how is that benefiting you?
This review focuses on how our service department handles and monitors customer issues. I want to highlight the way our team responds to concerns and keeps track of each case to ensure nothing is overlooked.
Great Case Organization, But Has Downsides
What do you like best about the product?
The upside is the organization of the cases for the teams.
What do you dislike about the product?
The downside is that we can’t change the default fields names.
What problems is the product solving and how is that benefiting you?
We are trying to make sure that our internal teams don’t lose site of reports and job sites that need to be inspected.
Powerful AI Customer Agents with Steep Learning Curve
What do you like best about the product?
AI powered customer agents. improved customer satisfaction through automation and personalized service, enhanced team collaboration, and robust reporting
What do you dislike about the product?
Complexity and learning curve: Setting up the platform can be complex, and users may find it challenging to learn, especially for those without prior Salesforce experience
What problems is the product solving and how is that benefiting you?
Simplified service operations: Automates case routing, assignments, and other routine tasks to make support processes more efficient and reduce response times
Efficient for Teams, but Overwhelming for New Users
What do you like best about the product?
This tool streamlines our team workflows, allowing us to provide prompt customer service.
What do you dislike about the product?
It can feel very busy/overwhelming for new users.
What problems is the product solving and how is that benefiting you?
The customer service support has been helpful for us, as it allows us to deflect cases more efficiently.
Great User Management, Limited Customization
What do you like best about the product?
Best management of users. Users feel better managing their work.
What do you dislike about the product?
Customization and managing the process. For a non profit org.
What problems is the product solving and how is that benefiting you?
Business process flow and management
Promising Potential with Complex Security Setup
What do you like best about the product?
Salesforce Service Cloud turned out to be the best choice for our needs, standing out during our CRM evaluation process. I'm excited about the AI tools that will help in automating data entry and transcription to ease the work on our customer service agents. The mature development tools and app exchange platform really simplifies extending the system through customization or third-party applications, such as those for call connections and SMS integration, decreasing our time to market for these big enhancements and business process improvements.
What do you dislike about the product?
I find the complexity of the user security model challenging. With profiles, permission sets, permission set groups, permission set licenses, roles, and role hierarchy, there's so much complexity that it becomes really difficult to design a simplistic and scalable model for users to get the right access that they need.
What problems is the product solving and how is that benefiting you?
I'm planning to use it to standardize call management processes, automate data entry via AI, and benefit from easy integration and extension capabilities.
An Excellent Service with Metrics and Speed
What do you like best about the product?
I love how Salesforce Service Cloud provides me with incident resolution metrics and speeds up customer service problem-solving. I appreciate the quality of the product and the speed of the service, making it an effective and reliable solution for our platform.
What do you dislike about the product?
Really everything is good
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud provides me with incident resolution metrics and accelerates the resolution of customer service issues.
Best cloud ever
What do you like best about the product?
It's really fast and I can access it from everywhere
What do you dislike about the product?
I don't this there is something I dont like it's a great product
What problems is the product solving and how is that benefiting you?
Winning some time to be more productive
showing 1,251 - 1,260