Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
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External reviews are not included in the AWS star rating for the product.
Automation and Centralized Customer Data That Boost Support Efficiency
What do you like best about the product?
What i like best about agentforce service is its automation and centerlized customer data, which help improve efficiency and enable faster, more consistent customer support.
What do you dislike about the product?
One think i dislike about agentforce service is that the setup and customization can be complex for new users and may require additional training to fully utilize the plateform.
What problems is the product solving and how is that benefiting you?
Agentforce service solves the challenge of managing customer request by automating workflows, and centralizing customer information, benefirting me through improved efficiency, faster responce times, and better service quality.
Efficient Customer Support with Minor UI Complexity
What do you like best about the product?
I like that Agentforce service helps customer support people answer questions very fast. It keeps all customer information in one place so that work becomes easier and organised.
What do you dislike about the product?
Sometimes it feels a little slow when much data is loaded at once so it would be better if the features were simpler for small businesses and students to use
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to manage customer interactions, keeping all details in one place to better understand and resolve issues. It simplifies my work by organizing customer info, which prevents confusion and helps me remember questions and responses.
Automates Case Management and Unifies Customer Interactions Seamlessly
What do you like best about the product?
What i like best about agentforce service is its ability to automate case management and provide a unified view of customer interactions in one place. It helps teams respond faster, stay organized, and deliver a better customer experience.
What do you dislike about the product?
Sometimes the plateform can feel complex to negetive, and certain advance features require technical expertise, which can slow down onboarding for new users.
What problems is the product solving and how is that benefiting you?
Agentforce Service solves the challenge of managing customer requests by automating case routing and centerlizing customer data. This benefits me by reducing manual work, improving response times, and making support more efficient.
Salesforce’s Reporting and Integrations Made Managing My Team Easier
What do you like best about the product?
Salesforce is a CRM that’s truly at the front of the class. It offers all the bells and whistles when it comes to reporting, along with strong integrations with other software. It’s a leader in the industry for a reason. I primarily used it to pull reporting data from my team. They would log in and record customer information, as well as details like how many business reviews they were completing. Overall, it made my life as a manager much easier.
What do you dislike about the product?
We ultimately got priced out of using it, and that was the biggest issue for us. I’m also not sure we were using it to its full potential, which made it hard to justify the higher cost compared with other CRMs.
What problems is the product solving and how is that benefiting you?
It helps me manage support cases for customer tickets, store customer data such as documents and contact information, and generate reporting data for my team.
Centralized Customer Data for Faster, More Personalized Support
What do you like best about the product?
I like that it centralizes customer data and cases in one place, which makes it easier to work efficiently and provide faster, more personalized support.
What do you dislike about the product?
It can feel overly complex at times, and without the right setup or training, customizing it or navigating certain features can be time-consuming.
What problems is the product solving and how is that benefiting you?
It streamlines case management and centralizes customer information, which helps me respond faster and stay organized while delivering more consistent support.
"Powerful APIs & LWC, but Severe Governor Limits."
What do you like best about the product?
A Full Stack Engineer building enterprise B2B architecture, I have done a lot of integration work and custom UI work using the Agentforce ecosystem. Agentforce focuses heavily on its API ecosystem. Our legacy backend is built on PHP and MySQL, and the new microservices architecture is built on Node.js. Salesforce’s REST, SOAP, and Bulk API’s, in particular, are a great way to manage large datasets while ensuring maximum reliability in cross-platform integration. Allowing applications to communicate with each other through the server using OAuth 2.0 in combination with the JWT bearer token flow is a way to securely refresh tokens continuously without the need to refresh them often.
The shift to Lightning Web Components in Salesforce is a notable advancement. Previously, the Lightning Aura and the Visualforce Stacks were restrictive. With LWC, Salesforce is providing us with the same tools that easy their work while also fully implementing modern technology such as ES6+ and Shadow DOM. Enhanced standards bring JavaScript and TypeScript along with the development of custom dashboards supportive of teams. Salesforce appropriately utilizes their teaching module “Trailhead” to guide users through rapid implementation after the B2B API’s are made. If I ever encounter a puzzling integration problem, I can always count on Fail, and found a useful solution in the documentation, the guide, the instructed labs, and the community offered.
The shift to Lightning Web Components in Salesforce is a notable advancement. Previously, the Lightning Aura and the Visualforce Stacks were restrictive. With LWC, Salesforce is providing us with the same tools that easy their work while also fully implementing modern technology such as ES6+ and Shadow DOM. Enhanced standards bring JavaScript and TypeScript along with the development of custom dashboards supportive of teams. Salesforce appropriately utilizes their teaching module “Trailhead” to guide users through rapid implementation after the B2B API’s are made. If I ever encounter a puzzling integration problem, I can always count on Fail, and found a useful solution in the documentation, the guide, the instructed labs, and the community offered.
What do you dislike about the product?
As a Full Stack Engineer focusing on enterprise B2B architecture, my main responsibility is working with Agentforce on backend integration and custom UI. Its API ecosystem provides easy access to backend functionality. Our legacy backend uses PHP and MySQL, and now we built a Microservices architecture using Node.js. With Salesforce REST, Salesforce SOAP API, and mainly, Salesforce Bulk API; we achieve seamless synchronization across platforms. Salesforce OAuth 2.0 and JWT bearer token flows were implemented to enforce server-to-server security and the pipeline remains intact without token refreshes needing a server-side user.
We also upgraded to Salesforce Lightning and transitioned to Lightning Web Components. For the first time, the Salesforce platform finally embraces web standards, and I also now use standards like ES6 and the shadow DOM. One of the best platforms of Salesforce is the developer documentation and Trailhead, and the community has built so many resources, so I never feel like I am the only person stuck. I am never the only person integrating something. I am never integrating something without extensive documentation and the community has so many resources and has built many workarounds.
We also upgraded to Salesforce Lightning and transitioned to Lightning Web Components. For the first time, the Salesforce platform finally embraces web standards, and I also now use standards like ES6 and the shadow DOM. One of the best platforms of Salesforce is the developer documentation and Trailhead, and the community has built so many resources, so I never feel like I am the only person stuck. I am never the only person integrating something. I am never integrating something without extensive documentation and the community has so many resources and has built many workarounds.
What problems is the product solving and how is that benefiting you?
Working in a multi-tenant environment creates lots of restrictions. The most notable of these are the salesforce apex governor limits. For example, there is a governor limit of only 100 SOQL queries on each synchronous transaction. If you haven't bulkified your Apex triggers, your process will crash. There is a lot of added defensive programming for this.
Then, there are the complicated deployment processes. It is a good thing for an enterprise’s internal controls, but Salesforce requires at least 75% code coverage in unit tests before deploying any Apex code to production. It is an annoying over-engineered process to pipeline a hotfix.
Also, there are substantial restrictions on the Developer Console. It is so restricting that the user has to disconnect from that web console and use VS code and the Salesforce CLI, because of the limitations. Sandbox environments tend to run really slow when there is a high load. The enterprise licensing costs are really high, so the technical debt and maintenance burden are only defensible for large requirements.
Then, there are the complicated deployment processes. It is a good thing for an enterprise’s internal controls, but Salesforce requires at least 75% code coverage in unit tests before deploying any Apex code to production. It is an annoying over-engineered process to pipeline a hotfix.
Also, there are substantial restrictions on the Developer Console. It is so restricting that the user has to disconnect from that web console and use VS code and the Salesforce CLI, because of the limitations. Sandbox environments tend to run really slow when there is a high load. The enterprise licensing costs are really high, so the technical debt and maintenance burden are only defensible for large requirements.
Transformed Our Customer Service with AI-Powered Automation
What do you like best about the product?
I genuinely appreciate how Agentforce Service has transformed our team's handling of customer interactions with its AI-powered chatbots and automation. The time savings and efficiency gains are standout benefits, as we no longer need to spend significant time on repetitive inquiries, thanks to the automation resolving tasks automatically and quickly. This allows our team to focus on more complex cases and has improved response times. The platform's maturity and reliability mean it's not just a gimmick; it delivers results. I also love that the AI-powered chatbots handle high volumes of customer inquiries 24/7, ensuring immediate responses regardless of the time, which was not possible before. This always-on automation is invaluable for scaling our customer service operations without adding to the headcount. Additionally, the setup was easy, which I greatly appreciate.
What do you dislike about the product?
Sometimes response is not clear, especially with queries. The summarization of knowledge articles by the Agentforce chatbot could be improved. It should feature based on keywords for better clarity.
What problems is the product solving and how is that benefiting you?
Agentforce Service saves us time and boosts efficiency. AI chatbots handle routine inquiries, freeing agents for complex cases. It's transformed our customer interactions by maintaining 24/7 availability and speedy resolutions, helping us scale without increasing staff.
Efficient for Handling Inbound Queries
What do you like best about the product?
I like that Agentforce Service (formerly Salesforce Service Cloud) helps resolve customer inquiries, especially those related to inbound queries. It's also not that difficult to set up, which made it easier to start using.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I use Agentforce Service to store our data and help resolve inbound and customer queries efficiently.
Highly configurable which is good and bad and requires a strong background to set it up
What do you like best about the product?
All our information is in one place, which makes it easier to grow and expand the business. The dashboards and reporting tools give us a clear view of what’s going on, so we can spot what needs to change and make improvements more quickly.
What do you dislike about the product?
Some things that seems like they should be straight forward arent. It’s unclear if the 3rd party team setting it up was fully knowledgeable and provided the best solution for some of the issues we have.
What problems is the product solving and how is that benefiting you?
Visibility into the day to day with command center as well as reporting
Easy-to-Use CRM with Powerful Reporting
What do you like best about the product?
I find Agentforce Service easy to use, which really helps streamline our processes. The platform provides great reports and CSV files that are very useful for tracking sales effectively. I like working with big data, and the reports offer me great ways to infuse lots of data into decision-making. The initial setup was also easy, making the overall experience quite smooth.
What do you dislike about the product?
Nothing to dislike.
What problems is the product solving and how is that benefiting you?
I used Agentforce Service to track sales, and it was easy to use. It provided great reports and CSV files, which helped me infuse lots of data into decision-making.
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