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 for Basic Setup, but Advanced Features Need Experts
What do you like best about the product?
Service cloud allows you to manage and control everything about customer service, and is extremely easy to configure the basics
What do you dislike about the product?
Some specifics products require an specialized professional to build
What problems is the product solving and how is that benefiting you?
Service cloud helped us to quickly respond to customer questions and issues
Powerful Case Management, but High Initial Configuration Cost
What do you like best about the product?
Case management and automated case flows make this a must for any organization needing to track service engagements with a client or constituent.
What do you dislike about the product?
The initial configuration is pricey because of the flexibility of the product to fit any organization.
What problems is the product solving and how is that benefiting you?
I work with both Nonprofit and Public Sector clients to streamline their constituent service processes. Service Cloud is a vital piece to hundreds of my customers.
Great Chat and Omni Channel Features, but Usability Can Be Challenging
What do you like best about the product?
Loving the chat and Omni channel feature!
What do you dislike about the product?
Sometimes it’s hard to use & takes a while to set up
What problems is the product solving and how is that benefiting you?
It is allowing us to connect with our customers easier
Great Multi-Channel Support, but Sales vs. Service Cloud Can Be Confusing
What do you like best about the product?
Provides robust support functionality for all channels of support
What do you dislike about the product?
Confusion with distinction between sales and service cloud, especially at enterprise levels
What problems is the product solving and how is that benefiting you?
Great solution for setting up a customer support team that may be on dated technology
Great CRM Integration with customer relationship channels
What do you like best about the product?
The integration with customer relationship channels makes it easier for us to connect with our clients and manage support cases efficiently.
What do you dislike about the product?
At times, it is necessary to purchase a series of additional licenses to ensure everything functions properly.
What problems is the product solving and how is that benefiting you?
Previously, we struggled to manage all the emails we received from customers, which required us to dedicate a large team and spend a significant amount of time on these tasks. However, after implementing the email-to-case integration, we were able to streamline our team and handle every issue raised by customers much more efficiently.
Great Tab Navigation, but Email Threads Can Be Confusing
What do you like best about the product?
Easily navigate between tabs and cases without losing case
What do you dislike about the product?
I get lost in email thread with multiple people cc’d
What problems is the product solving and how is that benefiting you?
Tracking cases closed, length of time open and cases by user KPIs
Great Case Escalation and Mini Channel, But Needs Field Visit Feature
What do you like best about the product?
Case escalation working great and the mini Chanel
What do you dislike about the product?
Missing a way to do field visit. Would be great.
What problems is the product solving and how is that benefiting you?
Helps to find helpful data
Highly Customizable and Updated, but Lightning UI Can Be Overwhelming
What do you like best about the product?
Very customizable and flexible, constant improvements and updates
What do you dislike about the product?
Lightning could be a bit less flashy; functionality that was readily accessible in Classic can sometimes be buried under unnecessary UI elements
What problems is the product solving and how is that benefiting you?
The introduction of Agentforce will help immensely to cut down on manual work
Super Useful but Complicated to Manage with Sales Cloud
What do you like best about the product?
Super useful esp for case management - simple UI if you have sales cloud
What do you dislike about the product?
Too complicated to manage with sales cloud
What problems is the product solving and how is that benefiting you?
Using Jira right now that doesn’t sync with salesforce we’ll need it q
Service Cloud: Essential for Support, but Email-to-Case Needs More Flexibility
What do you like best about the product?
Service Cloud is super useful and a needed addition for any support team. Case management is key.
What do you dislike about the product?
I wish email-to-case wasn’t restricted to just cases and can be used on custom support objects..
What problems is the product solving and how is that benefiting you?
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