Agentforce Service
Salesforce, Inc.External reviews
7,118 reviews
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efficient case management for high volume hiring
What do you like best about the product?
what I like best about sales for service Clothes is Hole. It’s centralize is everything in one place when I used it at when I used to work for an Amazon account at a BPO. I was able to applicants the hiring process from application status to drug test and the background check without switching between multiple systems
What do you dislike about the product?
One downside of Sea Sorcerer is that it can feel complex and overwhelming, especially for new users. There are a lot of features and tabs, which sometimes makes it harder to quickly find what I need, even with proper training.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of tracking multiple loans at different stages by centralizing relevant information in one place. This improves efficiency and organization, and it makes follow-up much easier.
360° Customer View and Omnichannel Case Management That Boosts Support Speed
What do you like best about the product?
Having a 360-degree view of the customer is a key benefit to an organization. When all of the customer’s interactions (cases, emails, chat, and history) reside in one place, you are able to provide a faster and more personalized level of support.
The case management process also provides significant value. Using queues, assignment rules, and automation makes it very easy to manage customer issues by prioritizing and resolving them, and by providing assurance that no request will be overlooked or slip through the cracks, while reducing the time taken to respond.
Lastly the Omnichannel, support requests can be managed in a single interface using multiple sources (chat, email, and messaging), which provides agents with additional productivity, and also contributes to a better overall experience for the customer.
The case management process also provides significant value. Using queues, assignment rules, and automation makes it very easy to manage customer issues by prioritizing and resolving them, and by providing assurance that no request will be overlooked or slip through the cracks, while reducing the time taken to respond.
Lastly the Omnichannel, support requests can be managed in a single interface using multiple sources (chat, email, and messaging), which provides agents with additional productivity, and also contributes to a better overall experience for the customer.
What do you dislike about the product?
The platform is very flexible, but making small changes to live processes (such as case flows or routing rules) can still require testing and deployment steps, which slows down quick adjustments. Integration with external systems is powerful, yet it sometimes needs extra configuration and ongoing monitoring to keep data flowing smoothly.
Overall, these challenges are manageable with the right setup and a bit of experience.
Overall, these challenges are manageable with the right setup and a bit of experience.
What problems is the product solving and how is that benefiting you?
Agentforce Service addresses the challenge of fragmented customer support and limited visibility across service channels by bringing all customer interactions into one unified platform.
Previously, handling customer queries across calls, emails, and messages could feel disconnected, which made it difficult to track conversation history or deliver consistent support. With Service Cloud, everything is handled through centralized case management, so each issue can be tracked, prioritized, and resolved more efficiently.
As I have done the integration of Dialpad with Sevice Cloud, it helps eliminate the need of separate telephony systems. Calls are now integrated directly into the CRM, enabling agents to view customer details during conversations, automatically log interactions, and create or update cases in real time. This improves response times and reduces manual effort.
Previously, handling customer queries across calls, emails, and messages could feel disconnected, which made it difficult to track conversation history or deliver consistent support. With Service Cloud, everything is handled through centralized case management, so each issue can be tracked, prioritized, and resolved more efficiently.
As I have done the integration of Dialpad with Sevice Cloud, it helps eliminate the need of separate telephony systems. Calls are now integrated directly into the CRM, enabling agents to view customer details during conversations, automatically log interactions, and create or update cases in real time. This improves response times and reduces manual effort.
What I Like Most About Agent Force Service
What do you like best about the product?
What I like most about agent force service is how it is centralizes customer support operations in one platform.The automation features reduces manual work by assigning cases and sending updates.The platform is so scalable and customizable.
What do you dislike about the product?
One downside is that the platform can feel complex for new users and requires training to use efficiently.Some customization take time to configure.Licensing costs may be high for smaller businesses.
What problems is the product solving and how is that benefiting you?
Agent force is helping solving issues like delayed Customer responses, scattered support requests and infficient case management.This benifits me by saving time, improving response speed and increasing customer satisfaction.
my experience using the Agentforce Service
What do you like best about the product?
it combines customer data and automation in one place
What do you dislike about the product?
i feel like new users often struggle without expert help
What problems is the product solving and how is that benefiting you?
solves slow , fragmented customer support,gave unified view of scattered data for faster and more personalised reponses
Fixes Problems Fast—Like a Magic Helper
What do you like best about the product?
I like it because it fixes problems quickly, like a magic helper!. Also I have used its customer support which is really helpful for me.
What do you dislike about the product?
I don't like it because sometimes I get confused due to a lot of buttons and feels slow sometimes
What problems is the product solving and how is that benefiting you?
Agentforce Service helps fix people’s problems faster and keeps everything in one place. So my work gets done quickly and I really feel happy.
Easy to Learn and Keeps Customer Details in One Place
What do you like best about the product?
What i like about about salesforce is that it shows customer details in one place and is easy to learn as a beginner , i can handle. Chats and emails without confusion
What do you dislike about the product?
I dislike about salesforce is thats it bit of confusing when using as first and has vast features so take time to learn.
What problems is the product solving and how is that benefiting you?
This solves problem of missing or delayed customer responses by tracking all request in one system
Agent force: User-Friendly Automation for Efficient Customer Support
What do you like best about the product?
Agent force is very user friendly and helps manage customer support efficiently .It offers automation features, case management and detailed dashboard.It improve team productivity.
What do you dislike about the product?
The platform can be expensive for small businesses,and some advance features required additional setup required for training.Customization can be complex for users
What problems is the product solving and how is that benefiting you?
Agent force helps us manage customer support requests in one place and reduces delays in issue resolution. it improves ticket tracking and provide faster response through multiple support channels.
Great Speaker Events That Stand Out was the Slack speaker
What do you like best about the product?
I really enjoyed their great speaker events, and the badge pickup process was easy and straightforward.
What do you dislike about the product?
At times, there seemed to be a lack of interest in some sections, where the reps didn’t appear attentive to visitors.
What problems is the product solving and how is that benefiting you?
Possibly the live chat feature for our website visitors.
Intuitive Setup with Professional Support
What do you like best about the product?
I like the new features and capabilities that Agentforce Service brings. It also has a strong support team that stands by their products and provides extremely professional support. The initial setup was super easy, which was a big plus for me.
What do you dislike about the product?
I think making it low code and having a more intuitive UI would help business users be more self-sufficient.
What problems is the product solving and how is that benefiting you?
I expect Agentforce Service to analyze data and save employees' time with its LLM agent capabilities.
Highly Customizable Platform with Seamless Integrations and AI Advantages
What do you like best about the product?
For out use case, what stands out the most is the level of customization combined with how well everything works together across the platform. The user interface allows us to design workspaces that are aligned with how our teams operate. We have been able to connect external data sources for Case Creation, Surveys, and updates of customers data. The evolution of the platform to now include AI capabilities has been an advantage for both our CS agents and also our dev team. I have been working with this product for a long time and I have seen it's evolution and how we have been able to escale it as out business has grown to different teams in different locations and thousands of customer interactions daily.
What do you dislike about the product?
We are not thrilled about the new cost per usage model, the Revops department needs to be able to estimate costs on it's tools and the new pricing model makes this a challenge. I think they should have more of the features of Agentforce Service Cloud available through the Salesforce App. We recently had the need to have a phone system that some of our reps could use from their phone but that tied and saved all activity directly through Salesforce and we are in the process of contracting with a third party because Voice is not available on mobile.
What problems is the product solving and how is that benefiting you?
Being able to scale our customer support without necessarily having to increase our headcount. Specially because due to the nature of our business, we have some specific predictable peak periods of activity during the year that now we can manage better through AI. We have always tried to focus on having as much information as possible available for agents in the same place to allow them to work on our customers needs efficiently and in a timely manner. With Agentforce, agents now can spend less time gathering context and more time actually servicing our customers.
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