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 Case Control and Helpful Agents with Omni
What do you like best about the product?
I love how you can control case control with omni and have agents help.
What do you dislike about the product?
I don’t like how it’s hard to control the case assignments
What problems is the product solving and how is that benefiting you?
Having internal support requests solve
Great All-in-One Service Features, but Console UI Needs Improvement
What do you like best about the product?
The complete 360 service features including case management, CTI, knowledge, etc.
What do you dislike about the product?
Console UI having multiple sub-tabs makes it slightly difficult to use.
What problems is the product solving and how is that benefiting you?
Self service and agent based case resolution. Self service benefits by reducing cost
Great Omni Channel Functionality
What do you like best about the product?
The ability to use Omni Channel to reach our contacts
What do you dislike about the product?
That our company isn't taking full advantage of it
What problems is the product solving and how is that benefiting you?
Ability to track our cimmunication
Easy Setup and Omni-Channel Support, but Einstein Service Lacks Email Integration
What do you like best about the product?
Service cloud is easy to setup and has Omni- channel functionality to support all channels
What do you dislike about the product?
Einstein Service doesn’t auto ingest emails and support agentic email communication
What problems is the product solving and how is that benefiting you?
Help answer customer questions and support them
Great for Automation, but Flow Building Takes Time to Learn
What do you like best about the product?
It’s ability to automate tasks and make things easier for teams
What do you dislike about the product?
Building flows has a learning curve so you need to spend time testing and making sure everything works correctly
What problems is the product solving and how is that benefiting you?
Helping deal with family questions in a quicker and easier manner
Simple and User-Friendly Experience
What do you like best about the product?
Easy to use case management
Multi channel support
Multi channel support
What do you dislike about the product?
High cost
Steep learning curve
Training.9
Steep learning curve
Training.9
What problems is the product solving and how is that benefiting you?
Case management
Powerful Features, but Steep Learning Curve
What do you like best about the product?
Robust and configurable capabilities to meet business needs
What do you dislike about the product?
Complexity of capabilities and understanding how to best leverage
What problems is the product solving and how is that benefiting you?
Quick resolution of customer requests
Service Cloud Centralizes Customer Info—No Dislikes So Far
What do you like best about the product?
In my view, Service Cloud brings all customer information together in a single location.
What do you dislike about the product?
I don't think there is anything I dislike.
What problems is the product solving and how is that benefiting you?
The platform offers features for case routing and management, which help streamline the process of handling cases efficiently. These tools make it easier to assign, track, and resolve cases, improving overall workflow.
User-Friendly Once Set Up, but Initial Setup Can Be Challenging
What do you like best about the product?
It’s easy to use with a base understanding of Salesforce.
What do you dislike about the product?
It can be difficult to set up at first for end users.
What problems is the product solving and how is that benefiting you?
Creating tickets
Best case management system.
What do you like best about the product?
Next best action, service cloud voice, speech to text, and self-service.
What do you dislike about the product?
Not enough local language support natively.
What problems is the product solving and how is that benefiting you?
Helping have a 360 degree of the customer journey
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