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.
Comprehensive Customer Service Platform, but Costs Add Up Quickly
What do you like best about the product?
What I appreciate most about Salesforce Service Cloud is the way it unifies every element of customer service. It seamlessly integrates case management, automation, and AI-driven insights into a single, cohesive platform.
What do you dislike about the product?
Service Cloud licenses can be quite costly, particularly at the Enterprise or Unlimited levels. Additionally, many of the most useful features—such as Einstein AI, advanced analytics, or digital engagement channels—are only available as paid add-ons. Expenses can also escalate rapidly when you increase the number of users, implement customizations, or integrate with partners.
What problems is the product solving and how is that benefiting you?
It helps us identify the weaknesses in our IT services and gives us insight into how our users interact with them.
Great Refined Search, but Interface Feels Cluttered
What do you like best about the product?
Setup has option to go for and details on the record.
What do you dislike about the product?
Looks little cluttered and overwhelming.
What problems is the product solving and how is that benefiting you?
It maintains the cases and related records.
Highly Configurable but Lacks Out-of-the-Box Features
What do you like best about the product?
Configurability and ease of changes for OOTB services
What do you dislike about the product?
Lack of OOTB functionality, customization required
What problems is the product solving and how is that benefiting you?
Automation of daily tasks
Easy to Use, Great Value Tool for Tailored Services
What do you like best about the product?
Easy to use and configure, great value tool for offering tailored services Customers/Partners.
What do you dislike about the product?
Nothing, really...perhaps just the pace it innovates, very fast, hard to keep up with😋 But it pushes us to do better too for our Customers/Partners!
What problems is the product solving and how is that benefiting you?
Used for handling Customers and Partners service requests and improving time response resolution.
Easy Setup, but SLA/Milestone Management Needs Improvement
What do you like best about the product?
The setup process is straightforward, requiring minimal effort to get started right out of the box.
What do you dislike about the product?
SLA/milestones are a pain to setup and maintain on any medium to complex workflow
What problems is the product solving and how is that benefiting you?
Got us off of a legacy system
Great Customization and Data Centralization, but Too Many Clicks
What do you like best about the product?
The amount of customization is amazing.. being able to have all your data in one place is an incredible help!
What do you dislike about the product?
Sometimes there are too many clicks to reveal your data
What problems is the product solving and how is that benefiting you?
Solving the problem of keeping all our customer information in one place and this helps the reps be able to handle calls much more efficiently
Great Case Management and Automation, but Still Learning the Ropes
What do you like best about the product?
What sets the platform apart are its robust case management features, effective workflow automation, and the ease of implementation. These aspects contribute to more efficient task management and help simplify overall operations.
What do you dislike about the product?
I am still getting acquainted with the product and figuring out the most effective way to use it to address the client's needs.
What problems is the product solving and how is that benefiting you?
The platform offers modernization and is easy to implement, allowing for delivery at the pace required by the mission. Additionally, customer support has been successful in addressing my needs.
Constant updates, but lack of development in voice and contact center
What do you like best about the product?
That maintains product updates, for example, omnichannel capabilities.
What do you dislike about the product?
It has not had significant development in voice products, contact center, and voice of the customer and cx.
What problems is the product solving and how is that benefiting you?
Omnichannel management for customer service in our physical casino
Seamless Integration Between Service Cloud and Agentforce
What do you like best about the product?
The integration between Service Cloud and Agentforce is straightforward and user-friendly.
What do you dislike about the product?
Nothing I can think of at this point of time
What problems is the product solving and how is that benefiting you?
Customer support interaction and agentforce automation
Great for Customer Management, Still Room for Improvement
What do you like best about the product?
I want to complete customer management all
What do you dislike about the product?
Some of our members say too difficult to use
What problems is the product solving and how is that benefiting you?
Some of cumpany members cannot use
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