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.
Efficient and Fast, but Pricey
What do you like best about the product?
Fast and speedy which make it super efficient.
What do you dislike about the product?
It is costly and price can be made more attractive.
What problems is the product solving and how is that benefiting you?
Customer feedback. Access to all the essential info for attending to customers.
Powerful Customization and AI, but Expensive and Complex to Master
What do you like best about the product?
This platform is powerful and offers a high level of customization for customer service management. I appreciate its case management automation features, as well as the robust AI integration it provides.
What do you dislike about the product?
The product is quite expensive and comes with a steep learning curve because of its complexity. In many cases, you may need an experienced administrator or consultant to achieve full optimization.
What problems is the product solving and how is that benefiting you?
One of the major advantages of this tool is its built-in AI features and automation for managing customer service. Routine tasks can be handled automatically, which is a significant benefit.
Efficient Case Management, but Expensive Licensing for Extras
What do you like best about the product?
Streamlined case creation, routing, and resolution processes
What do you dislike about the product?
High licensing costs, especially for additional features
What problems is the product solving and how is that benefiting you?
Customer data fragmentation is a significant challenge, as customer information is often scattered across multiple systems. By implementing a unified customer 360-degree view, agents gain access to a complete customer history, which helps reduce call resolution time. Inefficient case routing is another issue, with cases being manually assigned or poorly distributed. Automated case routing and skill-based assignment address this, resulting in faster response times and better first-call resolution rates. Knowledge management can also be problematic, as agents may struggle to quickly find accurate information. An integrated knowledge base with AI-powered suggestions helps reduce average handle time and improves the accuracy of answers provided. Channel silos, where customer interactions are disconnected across phone, email, chat, and social channels, can hinder the customer experience. An omnichannel platform with unified queues creates a seamless experience for customers and boosts agent productivity. Finally, manual processes and workflows can be time-consuming. By introducing automation rules, macros, and Einstein AI, agents are able to focus on more complex issues instead of repetitive tasks.
Good Overall, but UI Customization and API Integration Are Limited
What do you like best about the product?
Able to provide personalized support, giving users and developers the freedom to make a function useful for their company
What do you dislike about the product?
Limited changes can be done to the UI, and limited functions to connect with APIs
What problems is the product solving and how is that benefiting you?
Agents' mishandling
Effortless Setup, Powerful Case Management
What do you like best about the product?
I find the email to case functionality in Salesforce Service Cloud to be one of the best features. It allows seamless communication with clients while internally keeping track of time spent on tasks and providing historical context for past cases. The ease of use combined with customization options allows for flexibility and scalability, making it a reliable choice for case management. I appreciate its powerful out-of-the-box functionality, which made the initial setup straightforward.
What do you dislike about the product?
I find extending the email case functionality challenging, particularly in getting it set up to work properly with features like lightning threading tokens.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management, using features like email to case to streamline communication with clients and track case history, enhancing efficiency and client service.
Robust Support but Challenging Setup
What do you like best about the product?
I appreciate how Salesforce Service Cloud helps us serve our customers better by sharing information through knowledge articles and live chat. This system is incredibly helpful in managing both internal and external cases, benefiting both sides of our business. Their support in overcoming setup challenges was invaluable.
What do you dislike about the product?
Setting up Salesforce Service Cloud presented numerous challenges. Recently, configuring the mail for Agent Force Voice involved significant complications. Despite these issues, I managed to make it work with Salesforce's help and support.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud enhances customer service by providing knowledge articles, live chat, and managing internal and external cases, improving our business operations.
Powerful Service Platform That Rewards Good Administration
What do you like best about the product?
As an administrator, I appreciate how Service Cloud empowers our support team to deliver exceptional customer experiences. The case management features are intuitive and flexible, allowing us to automate workflows, route cases efficiently, and maintain consistent service quality. I especially value the integration with Knowledge and Omni-Channel — it enables agents to access the right information and assist customers through any channel seamlessly. The platform’s customization options and reporting tools also make it easy to monitor performance and continuously improve our service operations.
What do you dislike about the product?
While Service Cloud offers powerful capabilities, configuring some advanced features can be complex for new administrators. Setting up Omni-Channel routing or integrating external systems often requires careful planning and testing. Additionally, certain customization options may depend on higher editions or add-ons, which can raise costs. However, once everything is properly configured, the system runs smoothly and delivers excellent value for both agents and customers.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer inquiries efficiently by consolidating all support channels — email, chat, phone, and web — into one platform. It eliminates data silos and provides a complete 360-degree view of each customer, enabling faster and more personalized responses. With automation tools like case assignment and macros, agents save time on repetitive tasks, while managers can track KPIs and service quality through real-time dashboards. Overall, it greatly improves both team productivity and customer satisfaction.
Streamlined Workflow and Faster Responses, but Email Addresses Cause Confusion
What do you like best about the product?
We are moving our team away from Outlook, which is helping to streamline our workflow. The ability to automate processes has also led to faster response times.
What do you dislike about the product?
I don't have any issues with Service Cloud itself, but the large number of customer email vanity addresses we use creates confusion within our network.
What problems is the product solving and how is that benefiting you?
There was a significant lack of visibility into the various cases or customer requests that were being submitted when everyone was handling service items solely through email.
Great Complement to Sales Cloud
What do you like best about the product?
I love the ability to complement the sales process with good support follow-through. Knowing our customers means knowing not just how much they buy but also what issues they may have with our products.
What do you dislike about the product?
Setup could be a bit more intuitive, if not automated. I believe I saw mention at Dreamforce that AI based provisioning may be in the works.
What problems is the product solving and how is that benefiting you?
It allows us to follow customers beyond purchase and deep into the ownership lifecycle, allowing us to better take care of our customers and ensure future purchases.
Great Team Usage Insights, But Difficult to View
What do you like best about the product?
View of usage of team for deployment for jobs
What do you dislike about the product?
Hard to see analytics through the system at times
What problems is the product solving and how is that benefiting you?
Helps us manage our service sector for members
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