Agentforce Service
Salesforce, Inc.External reviews
7,062 reviews
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External reviews are not included in the AWS star rating for the product.
Anticipating AI Boost, Pricing Complexity Remains
What do you like best about the product?
I appreciate Salesforce Service Cloud for offering vital AI features like QA monitoring, Agent Assist, and voice capabilities. These features are expected to enhance our operations by improving handle time, utilization, deflections, and quality, aligning with our needs better than previous solutions.
What do you dislike about the product?
{"I find the pricing very confusing, which complicates understanding the cost structure and its benefits. It lacks clarity in what is included, making it difficult to determine the value offered by different pricing tiers.","I would like more out-of-the-box features for QA. This suggests that the current quality assurance capabilities seem limited and require customization or additional development to meet my needs."}
What problems is the product solving and how is that benefiting you?
I anticipate Salesforce Service Cloud will improve handle time, utilization, deflections, and quality using AI features like agent assist and QA monitoring.
Great Scalability and Customisation, No Downsides
What do you like best about the product?
Scalability, ability to customise solutions.
What do you dislike about the product?
Danger of over customisation, level of effort to undo customisations.
What problems is the product solving and how is that benefiting you?
Allowing customer success and service agents to support customers
Great Integration of Case and Knowledge Articles with Service Cloud
What do you like best about the product?
Case and knowledge articles integration. Service Console.
What do you dislike about the product?
Email to case. Case email thread ID needs to be manually embedded.
What problems is the product solving and how is that benefiting you?
Adherence to entitlements and SLAs. Great reports. Case queues and assignment rules.
Excellent Case Management, but Challenging for New User Adoption
What do you like best about the product?
Case management and assurance provided to the case submitter is second to none. I’ve used service cloud across multiple orgs and clients and it has always made life easier.
What do you dislike about the product?
New user adoption is difficult for new agents.
What problems is the product solving and how is that benefiting you?
We have excellent case management and customer service to increase customer satisfaction and confidence in our team.
Flexible, Effective, But Pricey
What do you like best about the product?
I enjoy the flexibility of Salesforce Service Cloud, which allows me to create the environment and tools we need on the spot. I also find the consolidation of information and increased visibility helpful for transactional efficiency. The automation features, including flows, significantly enhance our process.
What do you dislike about the product?
I find Salesforce Service Cloud to be expensive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for consolidated information and visibility, enhancing transactional efficiency in customer relations. Its flows and automation capabilities streamline processes. The platform's flexibility allows us to create the needed tools instantly.
Simple and Effective Tool for Centralising Data
What do you like best about the product?
This tool is nice and straightforward to use, making it very helpful for ensuring that data remains centralised.
What do you dislike about the product?
The configuration is very complex and the license costs are too high
What problems is the product solving and how is that benefiting you?
Provides all data of customers in one place
Great Tool That Boosts Service Team Performance
What do you like best about the product?
How it helps our service team produce better results
What do you dislike about the product?
Nothing i absolutely love the product. With agentforce it will be more interesting
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us fix three big issues: fragmented customer support, inconsistent case handling, and limited visibility into service performance.
Service Cloud on Lightning Streamlines Work, but Email Duplication Needs Fix
What do you like best about the product?
Service cloud on lightning is such a game changer. It brings everything together in one screen. We have used it in the past for compliance cases as well.
What do you dislike about the product?
sometimes duplicate emails get created because of a rep replies and there’s no filter. You have to buy a third-party to cover this.
What problems is the product solving and how is that benefiting you?
we have used it both to support internal customers as well as due compliance cases with. For due diligence, it’s great.
Simple to Use,
What do you like best about the product?
Easy to use and administer easy to setup
What do you dislike about the product?
complexity is hard to handle at times but we work with it
What problems is the product solving and how is that benefiting you?
Case creation and handling
Great for Customer Support, but Setup Can Be Complex
What do you like best about the product?
It improves customer support with case tracking, automation, and fast access to client history.
What do you dislike about the product?
It can be complex to configure, and some features require extra training.
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues faster by automating support tasks and centralizing case data
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