Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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External reviews are not included in the AWS star rating for the product.
Great Adaptivity, But Outdated UI
What do you like best about the product?
Adaptivity. Service agents can start using the system without a lot of training
What do you dislike about the product?
Old UI needs to be improved. Add the SLDS 2 would help
What problems is the product solving and how is that benefiting you?
Service agents can login and pick up cases
Great Single Platform for Contact Center, AI and Customer Data
What do you like best about the product?
Having contact centre and agentic ai functionality in the same platform that holds customer data.
What do you dislike about the product?
Reliance on third parties for telephony infrastructure. This is improving with Salesforce native unified routing.
What problems is the product solving and how is that benefiting you?
It gives us a foundation for contact centre combined with an enterprise service management platform.
Great Omnichannel Support and Helpful Einstein Bots
What do you like best about the product?
Omnichannel, einstein bots, the idea to help customers
What do you dislike about the product?
How the setup menu has a millions pagws to configure the different settings
What problems is the product solving and how is that benefiting you?
Solving cases, knowledge base
Great Customer Service Tool, but Complex to Use
What do you like best about the product?
It is one of the best tools for customer service
What do you dislike about the product?
It has a lot of complexity and integrations are difficult
What problems is the product solving and how is that benefiting you?
It addresses customer support and service cases effectively.
Service cloud
What do you like best about the product?
Ease of use comes to mind as my thing I like best
What do you dislike about the product?
Nothing at the moment that I would share
What problems is the product solving and how is that benefiting you?
Getting us closer to our support needs and enabling our agents to service vetter
Great Connectivity and UX, but Limited by Banking Regulations
What do you like best about the product?
I love the user experience and the connectivity it has to other platforms
What do you dislike about the product?
We are very regulated as a bank and it holds us back with different capabilities
What problems is the product solving and how is that benefiting you?
Solving for our business needs
Simple Case Management, but Configuration Can Be Overwhelming
What do you like best about the product?
Easy case management and easy to configure.
What do you dislike about the product?
It is too easy to configure and requires heavy implementation investment.
What problems is the product solving and how is that benefiting you?
Case management
Easy Setup, but Key Features Like Case Comments Are Deprecated
What do you like best about the product?
Ease of use and setup out of the box, it is great!
What do you dislike about the product?
Certain features that are always used are depreciated such as case comments
What problems is the product solving and how is that benefiting you?
It is helping our customer support work more efficiently
Great Cases, But Nothing to Dislike
What do you like best about the product?
Case Management is the best place to start
What do you dislike about the product?
Can be difficult to setup automations and integrations
What problems is the product solving and how is that benefiting you?
Case management
Boosts Client Support Efficiency with AI-Driven Automation
What do you like best about the product?
I appreciate that Salesforce Service Cloud allows us to support our clients effectively, enabling us to close cases much quicker. The use of AI for repetitive cases is a substantial benefit, helping us increase efficiency. The features I find most useful are the case management and knowledge articles. The ease of use and ROI are also significant factors that would make me consider repurchasing.
What do you dislike about the product?
I found that setting up Salesforce Service Cloud was not as straightforward as setting up the Sales Cloud. I would like to see easier navigation, especially for admin developers working behind the scenes. The navigation could be streamlined to make it easier for them to access certain functionalities, like creating elements. Additionally, the automation around Agentforce could be enhanced to better serve the Service Cloud, making workflows more efficient and improving the overall user experience.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud enhances case management, allowing us to close cases quicker with AI support, boosting workflow efficiency.
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