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 QA Tools, but Feels Too À La Carte
What do you like best about the product?
Ease of use and built in features to help with my quality assurance
What do you dislike about the product?
it feels à la cart with features would be nice for all quality assurance/performance tools to be in one package
What problems is the product solving and how is that benefiting you?
I am not on the business side but on the IT
Intuitive UI and Useful Features, but Needs More Basic Customization
What do you like best about the product?
Very useful for building out functionality for our agents, intuitive UI
What do you dislike about the product?
Customization needed for some basic features
What problems is the product solving and how is that benefiting you?
Contact center for agents
Helpful Features for Customer Support, but Platform Can Be Complex
What do you like best about the product?
I appreciate the quick and helpful features that assist with resolving customer issues.
What do you dislike about the product?
In some situations, our teams have found the platform to be overly complex, which has posed certain challenges.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is instrumental in supporting our case management processes. With a high volume of cases each day, the platform has been valuable in helping us optimize our workflow.
Easy Client Access and Fast Ticket Submission, but Some Drawbacks
What do you like best about the product?
Easy access for clients, quick ticket submission and triaging
What do you dislike about the product?
I would say sometimes the service cloud could route a ticket incorrectly if the client did not select the correct form answer.
What problems is the product solving and how is that benefiting you?
Service Cloud is taking issues and creating help desk tickets, so we don’t have to manually create tickets or rely on email submissions.
Real-Managing service requests on the goTime Service Requests: Convenient Yet Challenging
What do you like best about the product?
Managing service requests on the go in real time. Proving support to service personnel when needed.
What do you dislike about the product?
Managing service requests on the go in real time. Takes a lot of time to set up automations without Agentforce.
What problems is the product solving and how is that benefiting you?
Service request
Fast Service and 360 View, But Outdated UI
What do you like best about the product?
Faster service and 360 view, I love to implement
What do you dislike about the product?
UI can be better, but it's still the same for 8 years
What problems is the product solving and how is that benefiting you?
Service team and questions from the customer
Great Automation and Scripting, but Needs Faster Updates and More Business-Level Configs
What do you like best about the product?
I appreciate the capability to automate tasks and the support for scripting for agents.
What do you dislike about the product?
The time to market is a concern, as is the limited ability to configure more features at the business level.
What problems is the product solving and how is that benefiting you?
There has been less training, but the responses are now delivered with greater consistency.
Great Case Management, but Omni Studio Configuration Is Problematic
What do you like best about the product?
Case management wich help with a lot of processes
What do you dislike about the product?
Omni studio throws a lot of problems in config
What problems is the product solving and how is that benefiting you?
Communication with customers
Customizable Features, Minor Complexity Hurdles
What do you like best about the product?
I appreciate Salesforce Service Cloud for allowing our multiple teams to work seamlessly on the same platform while sharing the same information. The tool is indispensable for efficiently managing consumer contacts and sales operations in one place, enhancing our team's productivity. The robust suite of features and the customizability through managed packages ensures that it's perfectly tailored to our needs.
What do you dislike about the product?
I dislike the complexity of the permissioning and access policies in Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud helps manage consumer contacts and sales efficiently in one place, aligning our teams with shared information.
Great Features and Functionality, Very Satisfied
What do you like best about the product?
It’s features and functionality all
Looks good
Looks good
What do you dislike about the product?
nothing all looks good for me I am
Happy to use it
Happy to use it
What problems is the product solving and how is that benefiting you?
To get leads and their reviews
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