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.
Great Service Agent Integration
What do you like best about the product?
Service agent integration with slack workflows.
What do you dislike about the product?
Nothing specifically, but would love to have more options on slack and flow templates from Salesforce.
What problems is the product solving and how is that benefiting you?
Automating service workflows in slack and IT help desk requests.
Great for Digital Engagement and Case Management, but VOIP Customization Needed
What do you like best about the product?
The way it handles digital engagement and case management is impressive. The assignment process provides a comprehensive 360-degree view, making it easier to track and manage everything efficiently.
What do you dislike about the product?
Sometimes, customers have VoIP solutions that are less than ideal and require additional customization.
What problems is the product solving and how is that benefiting you?
This tool assists us in prioritizing and managing cases more effectively by enabling better collaboration.
Great Overall, but Overwhelming Number of Features
What do you like best about the product?
Great customer success service and feature release hub
What do you dislike about the product?
Lots of features to track and ensure you are ready for releases
What problems is the product solving and how is that benefiting you?
Helping us support players when they have issues and stringing data along
Scalable Solution for Handling Service Cases
What do you like best about the product?
I appreciate Salesforce Service Cloud for its scalability, which allows us to manage and resolve a large volume of surface issues efficiently. Its ability to correctly link customers to the appropriate channels ensures that all issues are promptly resolved, delivering significant value to us.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I find the product scalable, helping us manage and resolve cases and large loads of issues, linking customers and channels correctly, and channeling cases to the right team members.
Sales Director
What do you like best about the product?
I think the product Use easy good, nice snd modern
What do you dislike about the product?
I think Very Expensive for the customers
What problems is the product solving and how is that benefiting you?
I think the customer have used the good solftware solution
Strategic Integration, Challenges with Consultancies
What do you like best about the product?
I love the software's ability to assist in strategic decision-making based on data, providing native integration with other products in the ecosystem. The powerful transformation of the CRM into a strategic tool improves predictability, sales, and margin. I like having all the customer data in a 360 view, with complete tracking of the sales cycle. Its integrated management from start to finish is extremely useful in my daily work.
What do you dislike about the product?
The high dependency on consultancies for implementation was a significant challenge.
What problems is the product solving and how is that benefiting you?
I use the product for integrated sales management, allowing strategic decisions based on data with predictability, increased sales, and margins. The integration improves the management of the sales cycle and provides a complete view of customer data.
Flexible and Easy to Use, but Can Be Overwhelming with Options
What do you like best about the product?
It’s easy to use and configure, and there are countless integrations to make it suit your use case.
What do you dislike about the product?
It can be complicated in that there is so much flexibility and so many customization options.
What problems is the product solving and how is that benefiting you?
We use it for our service desk, tracking members service.
Game Changer for Managing and Linking Account Records
What do you like best about the product?
Best to keep the records of all cases that all the CS teams we have today from implementation teams, customer, success, managers, along account management. It helps us to also link these to account plans.
What do you dislike about the product?
Not that I can think of today we’ve been utilizing it a lot more since we rolled out account plans and this had been game changer of keeping records of issues related to an account
What problems is the product solving and how is that benefiting you?
Like I said on my previous, it’s for tracking issues related to customer success managers, books of business, along with issues related to major accounts serviced by technical account managers
Impressive Tool for Case Management
What do you like best about the product?
I love how we can have all the information centralized and make reports from a single place with Salesforce Service Cloud. Also, the ability to create work orders, which greatly facilitates the work of my installation team, seems impressive to me. I am really satisfied with the implementation of SWARM, as it allows effective collaboration among various service representatives to resolve cases quickly.
What do you dislike about the product?
Sometimes it's not clear to me what the difference is between Service Cloud and Self-Service.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud improves our customer support and facilitates the creation of work orders, ensuring that my installation team can effectively assist customers, resolve their issues, and ensure an efficient installation.
Enjoyed of Service Cloud
What do you like best about the product?
Ease of use, the product fit well within the Salesforce landscape
What do you dislike about the product?
Driving adoption for first time users was a chore, should be more engaging
What problems is the product solving and how is that benefiting you?
Centralized support process
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