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.
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.
A fantastic platform to track service related efforts to resolve customer needs
What do you like best about the product?
While the out of the box solution easily meets the needs of small and large organizations, the flexibility in which the platform can be configured means it can be tailored to the unique needs of your processes and the way you service your customers. Matched with some of the most forward thinking features, this is a must see solution for service needs.
What do you dislike about the product?
Service cloud can carry costs; however, this is an investment that is worth making.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud makes is easy to validate support entitlement and route customers to the appropriate tiered service, and product skill set.
It also keeps communication, internal case notes, related files, and even related knowledge articles consolidated with the case for current and future reference.
It also keeps communication, internal case notes, related files, and even related knowledge articles consolidated with the case for current and future reference.
Powerful Integrations and Easy Setup
What do you like best about the product?
I like the ease of system configuration, which makes it accessible from the start. I appreciate the ability to integrate with various platforms such as marketing funnels, SMS, email, and Meta for WhatsApp messaging, which significantly expands my campaign reach. I enjoy the ease of data ingestion and segmentation, which improve the effectiveness of my marketing campaigns. The wide range of available integrations is a great benefit for me.
What do you dislike about the product?
Several clouds
What problems is the product solving and how is that benefiting you?
I use the product to manage and send multiple campaigns and the integration with channels like WhatsApp, SMS, and email, which improves communication and segmentation, saving time in data management.
Streamlines Customer Case Management, Minor Console Improvements Needed
What do you like best about the product?
I appreciate Salesforce Service Cloud's ability to track customer claims effectively, ensuring they don't get lost. I find the email case feature particularly useful, as it enhances the customer service workflow. Additionally, I value its integration into a comprehensive CRM platform that performs various tasks seamlessly.
What do you dislike about the product?
I would make the console experience a little better. It's a little clunky.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to track customer claims, preventing them from getting lost and ensuring better management.
Great for Managing Use Cases, but Integration with Digital Channels Is ChallengingServuce
What do you like best about the product?
Use cases we manage use cases and confirm customer issues
What do you dislike about the product?
You’re so difficult to integrate with digital channels
What problems is the product solving and how is that benefiting you?
I love this tool is great and easy to use and easy to configure really recommended
Sales
What do you like best about the product?
Good functional support and response time
What do you dislike about the product?
Price is bit higher than other solutions
What problems is the product solving and how is that benefiting you?
Case controle
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