Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Flexible Configuration, but Missing Default Digital Engagement
What do you like best about the product?
The ability to configure it to fit business needs out of the box.
What do you dislike about the product?
I wish digital engagement came with it by default
What problems is the product solving and how is that benefiting you?
Reducing ticket times
Great Service Integration with Field Service, No Major Dislikes
What do you like best about the product?
The service request and service call are interrupted with field service
What do you dislike about the product?
Not really anything I don’t like, the servic module is integrated with our other Salesforce modules
What problems is the product solving and how is that benefiting you?
Salesforce service cloud integrates with my other services either through Mulesoft to bring all pieces together.
Impeccable Integration and Outstanding Scalability
What do you like best about the product?
I really like the scalability of Salesforce Service Cloud and how it integrates with other systems. It is a fast and intuitive tool, capable of handling a large volume of information without issues. Additionally, I value the ease of creating automated flows and the effectiveness of Omni Channel and Omni Supervisor. Salesforce has also improved a lot by listening to the community, which I consider important.
What do you dislike about the product?
Something that is always checked and curated is the price.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage digital interactions such as reviews and complaints through various channels, including WhatsApp. It facilitates case routing and monitors activities with Omni-supervisor, improving our response capability and customer interaction.
Great Case Management and Integration, but Knowledge Editor Needs Improvement
What do you like best about the product?
It offers one stop place for handling cases, escalations, assignments. Also closely integrates with experience cloud for best user experience
What do you dislike about the product?
Need to have knowledge editor be more powerful to offer other capabilities.. perhaps now best to integrate with Agentic capabilities
What problems is the product solving and how is that benefiting you?
Case management and ease of tracking history with a customer
Streamlined Fundraising with Salesforce Service Cloud
What do you like best about the product?
I really appreciate how after implementation, Salesforce Service Cloud becomes easy to use and how it helps in organizing things more efficiently. I find the case creation and queuing system particularly useful for managing donor inquiries and issues effectively. Overall, my experience has been positive, and I am very likely to recommend it. I would even give it a 10 out of 10 for its benefits.
What do you dislike about the product?
I found the setup process to be a bit unpredictable, experiencing both challenges and smooth moments. While using an implementation partner helped, the initial setup wasn't entirely straightforward.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for creating and managing cases about donor inquiries and platform issues, enhancing fundraising efforts and organizer coordination.
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