Agentforce Service
Salesforce, Inc.External reviews
6,987 reviews
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External reviews are not included in the AWS star rating for the product.
Great Versatility, but Adoption Could Be Easier
What do you like best about the product?
So many use case available for utilisation.
What do you dislike about the product?
Need to be better at ease of adoption, not very easy today
What problems is the product solving and how is that benefiting you?
Healthcare
Powerful Overview Despite Challenging Setup
What do you like best about the product?
I like how it arranges the times between our services, which helps in managing our operations efficiently. The high-level overview it provides of all my services is incredibly useful for keeping track of everything we handle.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud very difficult and complicated. The complexity of setting it up was a significant challenge. I would like the setup process to be improved to make it much easier.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to arrange times between all our services, providing a high-level overview of our entire services.
Service cloud review
What do you like best about the product?
Everything in one place regarding service
What do you dislike about the product?
I don't have any specific dislikes about it
What problems is the product solving and how is that benefiting you?
One centralized service
Great Usability, Expensive for Call Center Optimization
What do you like best about the product?
I find the CTI and IVR integration very useful for optimizing call center operations and agent case resolution. The setup process was not difficult, which was a significant relief. The usability of Salesforce Service Cloud is impressive, making it a platform I would choose again. I am very likely to recommend it to others, which reflects my satisfaction and confidence in the service.
What do you dislike about the product?
I find the cost of using Salesforce Service Cloud to be quite high.
What problems is the product solving and how is that benefiting you?
We use Salesforce Service Cloud for call center optimization and agent case resolution, leveraging CTI and IVR integration for efficiency.
Intuitive UI and Efficient Case Management with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud's intuitive UI, which made it a straightforward choice without considering other vendors. The omnichannel capabilities and knowledge base are crucial, allowing reps to understand and resolve customer queries efficiently. The integration of email to case enhances efficiency with entitlements and milestones, enabling proactive customer engagement. The initial setup was easy due to an existing account structure, making it simple to enable key features like case management and configure SLAs. The ability to identify and use the Salesforce Experience Cloud for self-service has been beneficial, and I find the platform getting more intuitive and easier, driving a decision to definitely buy it for any other departmental needs.
What do you dislike about the product?
I think the ability to configure the console to have more options is something that I would like to change.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline customer case management, solving queries and troubleshooting efficiently through omnichannel capabilities and proactive responses, boosting satisfaction.
Effective Multi-Channel Transformation with Salesforce Service Cloud
What do you like best about the product?
I love the ability of the Service Cloud to easily switch from one channel to another, which makes interaction with customers very smooth, no matter their preferred channel. The ergonomics are seamless, and the ease of use, especially for handling calls, emails, and web forms, is a real asset. The supervision features are very powerful, making management more efficient. The single platform for interacting with customers enhances the service's efficiency. Additionally, the integration with the agent force part makes the service very competitive.
What do you dislike about the product?
I find that better integration with the marketing part of Salesforce Service Cloud would be desirable.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to interact effectively with customers across different channels, which simplifies multichannel management and improves the customer experience.
Case Management Revolutionized with Seamless Integration
What do you like best about the product?
I love Salesforce Service Cloud for its exceptional fit in our case management needs. The capabilities and seamless integrations it offers make it stand out from other options. Utilizing features like case management and omni support has drastically improved our operations. Additionally, the ability to integrate with chat services like Facebook, WhatsApp, and Viber enhances our communication efficiency.
What do you dislike about the product?
I faced some challenges aligning Salesforce Service Cloud with our existing business processes, particularly when implementing single sign-on (SSO) or multi-factor authentication (MFA) for our contact center.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud excels in case management, offering omni support and seamless integrations, enhancing our operations significantly.
Innovative and Valuable, but Pricey
What do you like best about the product?
Always improving and trying to think out of the box to provide more value
What do you dislike about the product?
It’s expensive… but I understand why it is
What problems is the product solving and how is that benefiting you?
I can access the data I need, when I need and the way I need it
20 years of using service cloud and its capabilities
What do you like best about the product?
One place for all your support needs for a support org
What do you dislike about the product?
Nothing which I don't like in service cloud.
What problems is the product solving and how is that benefiting you?
360 view of customer support.
Powerful Service Cloud, but Pricing Can Be a Challenge
What do you like best about the product?
Service cloud is a great tool and it’s helped many organisations solve their business problems
What do you dislike about the product?
service cloud can often be expensive, flex in pricing
What problems is the product solving and how is that benefiting you?
Great tool for us to take to clients as part of managed services and with voice too
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