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.
Efficient Data Management and Easy Navigation with Service Cloud
What do you like best about the product?
Service Cloud helps us view all of our important data related to an account in a streamlined way. I love that it is so easy to switch between tabs!
What do you dislike about the product?
I truly wish that everyone in our organization made use of Service Cloud. Honestly, I don't have any negative feedback to share.
What problems is the product solving and how is that benefiting you?
Service Cloud helps streamline our support operations and gets our customers help and answers faster
Excited to Implement—Expecting a Game Changer with No Downsides
What do you like best about the product?
I do not use it yet, but we are looking to implement it, and I believe it will be a game changer with providing service
What do you dislike about the product?
I don’t see any downsides with the product
What problems is the product solving and how is that benefiting you?
Creating cases automatically for end users, with ease
Highly recommend
What do you like best about the product?
Ability to configure it to our business needs.
What do you dislike about the product?
Could use more templated builds for faster implementation
What problems is the product solving and how is that benefiting you?
Key integration with legacy systems.
AgentForce Boosts Service Cloud, but Training Takes Too Long
What do you like best about the product?
AgentForce for service cloud and AgentForce voice
What do you dislike about the product?
Training Time and agent configuration with routing
What problems is the product solving and how is that benefiting you?
Service cloud with Amazon connect causing issues for agents and members
Highly Customizable and Efficient Multitasking with Service Cloud Console
What do you like best about the product?
Service Cloud Console is super customizable. Agents have the ability to multitask easily all from one browser window.
What do you dislike about the product?
Sometimes the platform errors but no usable data is available to tell us what the issue is.
What problems is the product solving and how is that benefiting you?
Service Cloud Console gives the team the ability to multitask easily. They can take live chats, phone calls and work on special projects from one browser window.
Great product
What do you like best about the product?
Easy to use. Look forward to expanding with patient use cases
What do you dislike about the product?
Time and refinement needed to build apps
What problems is the product solving and how is that benefiting you?
Working with our trainers and advocacy team
Highly Customizable but Can Get Overcomplicated
What do you like best about the product?
I like how
Customizable it is for cases and workflows
Customizable it is for cases and workflows
What do you dislike about the product?
I think it can get too bogged down depending on configuration
What problems is the product solving and how is that benefiting you?
It’s allowing us to submit cases that tracks important information on our customers
Great Customer Service, But Pricing Needs Improvement
What do you like best about the product?
Seamless product from design to implementation
What do you dislike about the product?
Pricing is too expensive for my company right now
What problems is the product solving and how is that benefiting you?
It helps solve my asset management problems
Great Variety and Easy to Use
What do you like best about the product?
Variety
Easy use
Easy to understand and learn
Easy use
Easy to understand and learn
What do you dislike about the product?
It does not have a lot of free training which I would like
What problems is the product solving and how is that benefiting you?
It has helped with managing the team
Empowers Agents, Integrates Seamlessly, and Simplifies Customer Service
What do you like best about the product?
I really appreciate how Salesforce emphasizes empowering agents with tools like better dashboards, health metrics, and integrated coaching. The emergence into IT service management offers immense potential, particularly for unifying support across various customer bases and markets. The cohesive integration with the broader Salesforce ecosystem, like CRM and marketing cloud, offers a seamless experience and significant value for both us and our customers. The setup was straightforward, and the unified console that integrates customer data, channels, and AI for a complete customer view greatly enhances service personalization and efficiency. I love the omnichannel capabilities that Salesforce provides, along with the AI-driven efficiencies from tools like AgentForce and Einstein Copilot. The integration capabilities, especially with Snowflake, are impressive, ensuring data compliance and real-time insights. Overall, the scalability and comprehensive Salesforce ecosystem inspire trust in this robust enterprise platform.
What do you dislike about the product?
I would like to see a simplification of the setup and admin complexity in Salesforce Service Cloud. There's also a need for smarter case threading in a unified inbox. Streamlined automation governance is another area that could benefit from improvements. These adjustments would enhance the overall user experience.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the disconnected customer service issue by unifying customer data and AI automation in one console, providing agents full context for faster resolutions. It enhances customer service with omnichannel capabilities and integrated tools for real-time insights.
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