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.
Great Omnichannel Capabilities
What do you like best about the product?
The omnichannel capabilities for skill based routing
What do you dislike about the product?
Milestones and entitlements are a bit buggy
What problems is the product solving and how is that benefiting you?
Finding the right agents for the cases
Great for Public Service, but Feature Overload Can Be Challenging
What do you like best about the product?
We use it a lot for federal and it's the right tool for all the public service initiatives
What do you dislike about the product?
I feel like it's hard to keep up with all the features
What problems is the product solving and how is that benefiting you?
Self service support
Great Omnichannel Support and AI Insights, but Complex to Use
What do you like best about the product?
Omnichannel support and AI insights boost personalized service efficiency
What do you dislike about the product?
High complexity and steep learning curve for implementation.
What problems is the product solving and how is that benefiting you?
Ema chef productivity and quality
Great Functionalities and Easy to Use
What do you like best about the product?
Functionalities and ease of use and customization
What do you dislike about the product?
Case management. Web to case and email to case is little tricky
What problems is the product solving and how is that benefiting you?
User interaction
Service Cloud, game changer for my hybrid team.
What do you like best about the product?
Flexibility, agentforce, voice capability
What do you dislike about the product?
I feel like is more that I should know!!!
What problems is the product solving and how is that benefiting you?
We are new to Service cloud and just getting started
Great Service Cloud Experience with Agenforce
What do you like best about the product?
Agenforce appears to be a promising option for service cloud support.
What do you dislike about the product?
Right now, I'm uncertain, but I plan to explore it soon to discover any potential drawbacks.
What problems is the product solving and how is that benefiting you?
N/A
Excellent 24/7 Customer Service with Cost Efficiency
What do you like best about the product?
Providing the highest level of customer service 24/7 while containing costs
What do you dislike about the product?
System limitations can be an issue at times
What problems is the product solving and how is that benefiting you?
Customer service even after hours
Great Cross-Platform Agent Features, Still Exploring
What do you like best about the product?
The ability to use agents to leverage service cloud across platforms
What do you dislike about the product?
Haven’t had much time in it yet to give a true answer
What problems is the product solving and how is that benefiting you?
It’s keeping all of our tickets in order to make sure requests are taken care of efficiently
Great All-in-One Communication Hub, but Setup Can Be Time-Consuming
What do you like best about the product?
You can manage chats, emails, calls, social DMs, and even WhatsApp from one place.
What do you dislike about the product?
It’s super customisable, but that also means getting it right takes ages unless you’ve got a certified admin…
What problems is the product solving and how is that benefiting you?
Scattered customer data – Before, customer info was scattered across emails, spreadsheets, and chat tools. Service Cloud pulls it all together so we’ve got a 360° view of every customer interaction in one place.
Great for Customer Service, but Manual Data Entry Can Be Tedious
What do you like best about the product?
The ability to easily service internal and external customers with Cases
What do you dislike about the product?
Sometimes manual data entry can be cumbersome
What problems is the product solving and how is that benefiting you?
Tracking and trending for internal and external customer service requests
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