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 View, but Consider Simpler Options for Basic Needs
What do you like best about the product?
The Service Console offers agents a complete 360-degree customer view, streamlining all interactions from email, chat, phone, and social media into one platform, which boosts productivity and improves First Call Resolution rates
What do you dislike about the product?
If only basic case management is needed, evaluate whether a lighter CRM or another support tool could meet requirements more cost-effectively.
What problems is the product solving and how is that benefiting you?
Good
Perfect for Long-Term Case Management
What do you like best about the product?
I find Salesforce Service Cloud incredibly helpful for case management. Their assignment features are particularly useful for us. The automation capabilities are a key aspect that benefits our workflow significantly.
What do you dislike about the product?
While Service Cloud offers powerful tools for case management and automation, a few areas could be enhanced for an even better user experience. The setup and configuration process can feel complex, especially for organizations with multiple service channels or custom workflows. Some of the UI elements still require too many clicks to access key information, and reporting dashboards could be more intuitive for non-technical users.
What problems is the product solving and how is that benefiting you?
It helps us with case management, enhancing our efficiency with case assignments and automation.
Efficient Case Assignment with Omni Channel, but Subtabs Can Be Confusing
What do you like best about the product?
Omni Channel is excellent for automatically assigning cases and tasks. It streamlines the process, making it much more efficient.
What do you dislike about the product?
I sometimes find it confusing when new tabs open as subtabs.
What problems is the product solving and how is that benefiting you?
The automatic assignment of cases and leads is quite helpful, making it easier to manage tasks efficiently.
Great Support Channels, No Complaints So Far
What do you like best about the product?
I love the different channels available for support
What do you dislike about the product?
Haven’t come across anything yet I dislike yet
What problems is the product solving and how is that benefiting you?
We are moving away from fresh desk to keep all information in salesforce
Great Route Setting Feature on the Map
What do you like best about the product?
I love the map’s functionality to set the route of destination
What do you dislike about the product?
Sometimes it can’t find the best route based on many conditions.
What problems is the product solving and how is that benefiting you?
It’s the best product for any field rep to make his route and agenda
Great Community and Flow Features, but higher Costs for Add-Ons and AI
What do you like best about the product?
The enhancement of flow, good and strong communities for use case sharing, troubleshooting. Email support through service cloud.new release of new enhance feature, like new sorting for listview, inline editing with any backend development.New capabilities of flows to have admin to support most of the development work.
What do you dislike about the product?
Add on product derived from net spent of license cost. Higher cost of AI compared to other AI solution. Need more competitive pricing for agentforce for services.
What problems is the product solving and how is that benefiting you?
Customer success for issue resolution, quick response and automation.
Standardized service, but Einstein is missing in the Service Cloud
What do you like best about the product?
Standardization of post-sales customer service
What do you dislike about the product?
That the Service Cloud does not have Einstein at its core
What problems is the product solving and how is that benefiting you?
Customer service loves structured post-sales customer management
It would be better if Einstein were included in the service cloud.
What do you like best about the product?
The ease of creating new contexts for the support team
What do you dislike about the product?
The service cloud should have Einstein embedded as a feature.
What problems is the product solving and how is that benefiting you?
Standardization of services in multiple countries
Reliable and Interactive Solution with Excellent Support
What do you like best about the product?
I appreciate how the Salesforce Service Cloud has improved the SLA response time, which is essential for my work. Additionally, the service from the Data Gol consultancy was exceptional during the setup, instilling a lot of confidence. The interactive interface and strong features are also aspects that I highly value.
What do you dislike about the product?
Layout
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me monitor salespeople and agents, improving the SLA response time.
Great for Omni-Channel and Case Tracking, but Has Some Limitations
What do you like best about the product?
Omni-channel support, along with Sia’s and entitlements services, provides effective case tracking.
What do you dislike about the product?
Not in particular, but there are quite a few limitations.
What problems is the product solving and how is that benefiting you?
The services provided by the company's agents have been notable. I have observed their approach and found it to be professional and attentive. Overall, my experience with the agents at this company has been positive.
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