Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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All-in-One Platform Integration
What do you like best about the product?
Everything is integrated into a single platform, making it a scalable solution.
What do you dislike about the product?
Hard to implement when you have complex organization
What problems is the product solving and how is that benefiting you?
Complexity, assistance to final customer
Great Omni-Channel and Case Management, but Outlook Integration and Reporting Need Work
What do you like best about the product?
Omni channel capabilities and case management
What do you dislike about the product?
Poor outlook integration, better with upgrade but reporting is difficult
What problems is the product solving and how is that benefiting you?
Agent wokload distribution, data analytics and reporting
Great for Scalability and Timely News, but Integration Can Be Challenging
What do you like best about the product?
Scalability and news, to be on time with innovatiom
What do you dislike about the product?
Maybe the difficult to be plugged in with other system
What problems is the product solving and how is that benefiting you?
Velocity, efficiency
Easy Setup and Integrate, But Change Management Lags Behind
What do you like best about the product?
Very easy to configure 90%+ of our work using out of the box functionality, with some customization to support the specifics of our business! As we move all our Ops into Service Cloud we’re not just improving our customer support experience, but we’re putting our support teams right alongside sales - turning touch points into opportunities.
What do you dislike about the product?
We’re stuck in old ways of working - tickets, standard operating procedures, manual processes, etc. Knowing where to start is one thing, transforming our people and processes at the pace we can change the product is another. We also haven’t upskilled enough power users yet to fully tap into Flows and other options to make it more self-serve, which makes Eng and Product an unnecessary bottleneck.
What problems is the product solving and how is that benefiting you?
Salesforce is helping us across all Service Tiers - from fast high touch white glove support to self service at scale - we’re using Service Cloud to help internal and external users get the right help at the right moment so they can focus on what’s important.
Great Features and Flexibility, but Complex Setup for Small Teams
What do you like best about the product?
It's easy to add new features, and there are many helpful built-in functions available.
What do you dislike about the product?
Service Cloud is a powerful platform, but it's not for everyone. Its extensive customization and enterprise-grade features are also its biggest drawbacks. The initial setup is complex and often requires expensive consultants, making it overkill for small teams with simple needs.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has truly transformed our customer support experience. It has effectively addressed two significant challenges we faced: breaking down information silos and streamlining inefficient workflows.
Great Automation and AI, but High Cost and Maintenance
What do you like best about the product?
Case management and automation, Einstein AI capabilities
What do you dislike about the product?
Expensive and required Maintenance overhead.
What problems is the product solving and how is that benefiting you?
Solving users' immediate questions without waiting for an actual representative
Top-Notch Support, Effortless Usability
What do you like best about the product?
I really like the UI of Salesforce Service Cloud, which is great and easy to use. Setting it up was super easy, thanks to the friendly and helpful setup team. The software helps me with customer retention and keeps me on top of daily tasks. Their support representatives are amazing, providing exceptional help. Overall, I find the app amazing and wouldn't change anything.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer retention and manage daily tasks efficiently, ensuring I stay on top of my responsibilities.
Service Cloud Makes Customer Tracking Easy and Holistic
What do you like best about the product?
Service Cloud helps keep track of our Customers who are requesting service for their solar PV system. All customer information is linked altogether to provide a holistic profile and insights on their experience with us.
What do you dislike about the product?
There’s not a whole that can’t be done within Service Cloud. Once the extensive setup is complete, you’re ready to go.
What problems is the product solving and how is that benefiting you?
We keep track of issues from our nurses and doctors when using Health Cloud. We can also set issues to a parent to keep tracking the main issue and resolution.
Easy Case Management, but Customization Is Time-Consuming
What do you like best about the product?
I appreciate how simple it is to create and manage cases for the agents. The process feels straightforward and efficient.
What do you dislike about the product?
At times, implementing features tailored to my company’s specific needs can be challenging. Setting up custom flows and web components often demands significant time and resources.
What problems is the product solving and how is that benefiting you?
This tool enables emails and other forms of customer communication to be directed to the right team, ensuring that issues are handled by those best equipped to resolve them.
Flexible Customization, but Some Configurations Could Be Simpler
What do you like best about the product?
Service Cloud is easily customizable to build customer friendly processes
What do you dislike about the product?
There are some aspects that could be simpler to configure
What problems is the product solving and how is that benefiting you?
Making the problem solving process much more efficient
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