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 Functionalities
What do you like best about the product?
Omnichannel functionalities and cti integratiom
What do you dislike about the product?
The need to define agent skills and routing configuration is tricky
What problems is the product solving and how is that benefiting you?
Facilitate agent work by including all information in one console
Great Omnichannel Features, But Disappointing Pricing Model
What do you like best about the product?
Omnichannel is really useful in my context and scope
What do you dislike about the product?
The pricing model does not fit the expectations
What problems is the product solving and how is that benefiting you?
It offers users a fast way to get in touch.
Omni-Channel Shines in Service Cloud, but Pricing Is Complicated
What do you like best about the product?
One of the most valuable features in Service Cloud is Omni-Channel. I find it to be the most useful aspect of the platform.
What do you dislike about the product?
I find the pricing model to be somewhat complicated.
What problems is the product solving and how is that benefiting you?
I appreciate how quickly I can access my contacts, which really helps me stay agile and efficient in my work.
Optimizes Field Service, But Setup Could Be Smoother
What do you like best about the product?
I find Salesforce Service Cloud beneficial, especially its powerful optimization and territory management features, which enhance field service implementations. The on-time service delivery has been key to our success, with warehouses efficiently managed in assigned territories. The instinctive automation of tasks post-setup is impressive. Additionally, utilizing the mobile application has empowered our field service representatives, integrating seamlessly with their tasks. The knowledge base available through Service Cloud further supports efficient service delivery to clients.
What do you dislike about the product?
I found the setup of Salesforce Service Cloud not easy in the beginning and not intuitive. There is also a need for tighter integration between service requests, cases, and work items on the cloud.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to ensure timely service delivery and optimal field service implementation with efficient territory management.
Highly recommended as platform
What do you like best about the product?
It’s easy to use and it’s everything in one tool
What do you dislike about the product?
Nothing really to say about service cloud
What problems is the product solving and how is that benefiting you?
Unified platform
Easy to Use for Service Team, but Requires Both Sales and Service Cloud
What do you like best about the product?
The ease of use for my service team and being able to get metrics on how quickly they solve customer concerns.
What do you dislike about the product?
I wish I didn’t have to use both Sales and Service cloud.
What problems is the product solving and how is that benefiting you?
It helps our service team members quickly resolve customer concerns, having all their data at their fingertips
Dependable for Project Management and Case Systems
What do you like best about the product?
I find Salesforce Service Cloud very effective in managing project timelines and schedules, keeping me on track for project go-lives. The tool's case management system is particularly useful, and the resources it provides for reviewing and approving tasks are very supportive.
What do you dislike about the product?
The initial setup of Salesforce Service Cloud was a bit difficult.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud helps me track projects effectively, manage timelines, and ensure tasks are completed on schedule. It also aids in resource review and approval processes for live launches, enhancing my workflow significantly.
Great Configuration, Lacking UI Flexibility
What do you like best about the product?
Ease of configuration and automation capabilities
What do you dislike about the product?
UI flexibility is lacking customization options
What problems is the product solving and how is that benefiting you?
Customer case tracking and resolution
Great All-in-One Platform, but Data Migration Needs Improvement
What do you like best about the product?
Agentforce is a fantastic all-in-one platform for companies that need both sales and service solutions. I find it very effective for managing these aspects together.
What do you dislike about the product?
Logging in as a customer and migrating data for Communities and similar features requires a significant amount of data cleansing.
What problems is the product solving and how is that benefiting you?
Communities and experience
Great for Keeping Everyone Updated
What do you like best about the product?
Keeping folks up to date on things that I'd happening
What do you dislike about the product?
That is a good question. We are still learning on what can help
What problems is the product solving and how is that benefiting you?
Interactions with client needs
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