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.
15 Years of Consistent Innovation and Satisfaction
What do you like best about the product?
I use this for the last 15 years and it's amazing to see the new stuff all the time during release cycles
What do you dislike about the product?
Honestly nothing at this time so far so good
What problems is the product solving and how is that benefiting you?
All of my customer tickets, routing through omni channel and using Einstein search
Strong Omni-Channel and Case Management, But TAT Timer Needs Work
What do you like best about the product?
The omni-channel capabilities and case management features are quite good.
What do you dislike about the product?
The TAT timer and milestone management features could use some improvement.
What problems is the product solving and how is that benefiting you?
I am employed at fac, where I collaborate with banks from the EAMA region.
B2B IT delivery
What do you like best about the product?
Services management and attributes in the Salesforce
What do you dislike about the product?
Limit for email notifications for external customers
What problems is the product solving and how is that benefiting you?
Sometimes yes.
Great for Taxonomy Creation, but Knowledge Base Management Is Tedious
What do you like best about the product?
Creating taxonomy to be able to categorize requests from members
What do you dislike about the product?
Managing the knowledge base can be quite tedious.
What problems is the product solving and how is that benefiting you?
Salesforce solves the gap between our members and services
Efficient Case Management, but Customization Can Be Complex
What do you like best about the product?
I like how Salesforce Service Cloud helps centralize customer interactions and makes it easy to track, automate, and resolve cases efficiently.
What do you dislike about the product?
Sometimes it can be complex to customize and requires extra time to configure or train users effectively.
What problems is the product solving and how is that benefiting you?
It helps organize and streamline customer support by keeping all interactions in one place, automating workflows, and improving response times — which leads to better customer satisfaction and team efficiency.
Easy Lifecycle Management, but Setup Can Be Complicated
What do you like best about the product?
I like how easy to track and manage lifecycle of service / products
What do you dislike about the product?
It is a little complicated to set up when you have to link with other systems
What problems is the product solving and how is that benefiting you?
Routing, escalating
All-in-One Solution for Our Service Team—Absolutely Love It!
What do you like best about the product?
It’s easy and has every feature our service team needs. It’s great and I love it
What do you dislike about the product?
Nothing I dislike at all other than normal platform limitations
What problems is the product solving and how is that benefiting you?
Case routing and support resolution
Great Process Simplification, but UI Complexity Challenges for Salesforce Admins
What do you like best about the product?
Simplifyng processes , granularity and innovation
What do you dislike about the product?
UI and complexity area true painpoint for salesforce admins
What problems is the product solving and how is that benefiting you?
communication with customers , backend processes
Powerful Customization, but Steep Learning Curve—Start Small for Best Results
What do you like best about the product?
Highly customizable. Can be adapted to our specific business requirements. We have been investing long time to make it work as it requires some expertise.
What do you dislike about the product?
The software is so customizable that you could get lost into tricky development. I would recommend new user to start small and build on top piece by piece.
What problems is the product solving and how is that benefiting you?
We had to manually get warranty managed in the past. With service cloud we automated the process.
Great Collaboration, Needs Better App Exchange and Viewpoint Analysis
What do you like best about the product?
Ease of use and collaborative approach in
What do you dislike about the product?
Refinement on apps exchange and viewpoint analysis
What problems is the product solving and how is that benefiting you?
Customer service
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