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 for Sales Tracking, Lacks Financial Services Features
What do you like best about the product?
Good for sales tracking purpose. Allows sales community users free of charge
What do you dislike about the product?
Less features for financial services industry compared to FSC
What problems is the product solving and how is that benefiting you?
Easy to communicate to the customers
Fast and Easy to Build, but Challenging with Unrefined Internal Data
What do you like best about the product?
How it’s easy to build and to make things happen so fast
What do you dislike about the product?
When you need to integrate with a lot of internal data that is not refined
What problems is the product solving and how is that benefiting you?
We organize all the workflows to make them work less organically
Easy Customization, but Email to Case Needs Improvement
What do you like best about the product?
The ease of use and the ability to customize the case management
What do you dislike about the product?
Email to case could be a bit more robust. Threading token were a bit confusing to understand
What problems is the product solving and how is that benefiting you?
Help with case management and historical tracking
Efficient Multi-Channel Support with Powerful Tools, but Complex Integrations and High Costs
What do you like best about the product?
Salesforce Service Cloud helps us manage customer inquiries and incident reports from drivers efficiently across multiple channels - phone, email, web, and social. The unified case management system ensures that toll disputes, lost tag requests, and payment issues are tracked and resolved quickly. The dashboards and reports give us great visibility into call volumes, response times, and agent performance, helping us continuously improve service levels. Integration with our tolling systems also helps automate customer verification and case creation, saving a lot of manual effort.
What do you dislike about the product?
Some customization and integrations, especially with legacy tolling or payment systems, can be complex and time-consuming. The licensing costs can also be high when scaling to large contact center teams. Occasionally, the interface feels a bit heavy for agents who only handle simple queries, and page load times can slow down during peak hours. Setting up automations or flows sometimes requires more technical expertise than expected for a service platform.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize and manage all customer interactions related to toll payments, transponders, and account issues. Before implementing it, our teams struggled with fragmented systems and manual tracking of customer inquiries. Now, every case - whether it's a missed toll dispute, balance inquiry, or tag replacement - is automatically logged, routed, and
tracked to resolution.
The platform has significantly improved response times, reduced human error, and increased transparency across departments. Automated workflows ensure that cases are escalated to the right teams quickly, and agents have a 360° view of each driver's history, enabling faster, more personalized service. Overall, it has enhanced customer satisfaction, streamlined operations, and provided better data insights for decision-making.
tracked to resolution.
The platform has significantly improved response times, reduced human error, and increased transparency across departments. Automated workflows ensure that cases are escalated to the right teams quickly, and agents have a 360° view of each driver's history, enabling faster, more personalized service. Overall, it has enhanced customer satisfaction, streamlined operations, and provided better data insights for decision-making.
Powerful Integrations and Ongoing Development, but Pricing and Setup Can Be Challenging
What do you like best about the product?
The robust solution and myriad integration options as well as the company’s commitment to improvement and development!
What do you dislike about the product?
The primary dissatisfaction I encounter is with the piecemeal pricing of related features like experience cloud, voice or text communication and knowledge. Other competitors include these offerings in their core services, and clients are often surprised by the added purchases necessary.
It also requires significant setup to really leverage all the tools.
It also requires significant setup to really leverage all the tools.
What problems is the product solving and how is that benefiting you?
Support ticketing, billing questions and product questions.
User-Friendly and Efficient, but Limited by Industry Regulations
What do you like best about the product?
It is very user friendly and efficient to usr
What do you dislike about the product?
For our industry there are a lot of regulations that stop the full use
What problems is the product solving and how is that benefiting you?
Helping with quality assurance
Flexible System for Business Needs, but Challenging User Onboarding
What do you like best about the product?
The shear flexibility of the system that can meet many business needs
What do you dislike about the product?
User training and onboarding can be cumbersome
What problems is the product solving and how is that benefiting you?
Tracking and automating customer service issue s and responses
Game-Changing for Contact Centers, but Has Occasional Drawbacks
What do you like best about the product?
for the contact center, this product is gamechanging !
What do you dislike about the product?
sometimes, its not easy to use Amazon Connect
What problems is the product solving and how is that benefiting you?
we dont need to implement scrath system so that we can save the QCD
Great Workflows and Documill Integration, No Complaints
What do you like best about the product?
Workflows And the integration of Documill
What do you dislike about the product?
Nothing, I like most of it. Sometimes Roles and rights are painful
What problems is the product solving and how is that benefiting you?
Customer 360, Customer Care
Excellent for Delivering Top Customer Experience
What do you like best about the product?
It gives you the full capabilities for providing best customer experience
What do you dislike about the product?
Integration with other applications and CTI
What problems is the product solving and how is that benefiting you?
Providing the customer 360 information which helps with the current and past interactions
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