Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
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External reviews are not included in the AWS star rating for the product.
Easy Setup, but Key Features Like Case Comments Are Deprecated
What do you like best about the product?
Ease of use and setup out of the box, it is great!
What do you dislike about the product?
Certain features that are always used are depreciated such as case comments
What problems is the product solving and how is that benefiting you?
It is helping our customer support work more efficiently
Great Cases, But Nothing to Dislike
What do you like best about the product?
Case Management is the best place to start
What do you dislike about the product?
Can be difficult to setup automations and integrations
What problems is the product solving and how is that benefiting you?
Case management
Boosts Client Support Efficiency with AI-Driven Automation
What do you like best about the product?
I appreciate that Salesforce Service Cloud allows us to support our clients effectively, enabling us to close cases much quicker. The use of AI for repetitive cases is a substantial benefit, helping us increase efficiency. The features I find most useful are the case management and knowledge articles. The ease of use and ROI are also significant factors that would make me consider repurchasing.
What do you dislike about the product?
I found that setting up Salesforce Service Cloud was not as straightforward as setting up the Sales Cloud. I would like to see easier navigation, especially for admin developers working behind the scenes. The navigation could be streamlined to make it easier for them to access certain functionalities, like creating elements. Additionally, the automation around Agentforce could be enhanced to better serve the Service Cloud, making workflows more efficient and improving the overall user experience.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud enhances case management, allowing us to close cases quicker with AI support, boosting workflow efficiency.
Service Cloud: A Positive Experience for Developers
What do you like best about the product?
Service Cloud is a solid tool, and as a developer working with it, I find the experience to be very positive.
What do you dislike about the product?
There isn't anything I dislike, and I truly enjoy implementing solutions for our customers.
What problems is the product solving and how is that benefiting you?
By implementing this service process, we are able to address customer complaints more efficiently, empowering customers to resolve issues on their own and reducing the time they spend waiting on lengthy calls.
Accessible Data, But Middling Recommendation
What do you like best about the product?
I appreciate the ease of access and consolidation of data provided by Salesforce Service Cloud. It significantly improves my efficiency. The support from Salesforce during setup was also incredibly helpful.
What do you dislike about the product?
I don’t use it too much
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud makes data easily accessible and consolidatable, streamlining information access for me and my team.
Great Connectivity and Case Management, but Disappointing Console and Performance
What do you like best about the product?
Connectivity to phone solution and case management.
What do you dislike about the product?
I don’t like console screen and low performance.
What problems is the product solving and how is that benefiting you?
Efficiency for the customer and support team
User-Friendly Interface with Powerful Notification System
What do you like best about the product?
I love how Salesforce Service Cloud provides automatic processes and high priority email notifications which significantly enhance our ability to track and respond to issues quickly. The platform's reports and dashboards are incredibly useful, enabling us to proactively manage incidents and keep all stakeholders informed. I appreciate its user-friendly nature, as it facilitates quick setup, and allows us to easily add and train users, streamlining our workflows effectively.
What do you dislike about the product?
I find setting up the escalation routes to be a bit tricky, particularly when determining the approval needed for different tier levels. It's also challenging to isolate and identify issues, whether they're related to policy or coding, and to handle cases for customers owning multiple products. Additionally, the logging details when using integrations like MuleSoft are not comprehensive enough. If something fails, it's difficult to ascertain what has occurred without reaching out to Salesforce support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps track issues systematically, send priority notifications, and resolve problems swiftly with automatic processes—enhancing customer interaction and efficiency.
Great for Easy Ideas and Inspiration
What do you like best about the product?
The ease and ideas it can provide to users
What do you dislike about the product?
Potentially to many ideas it can provided
What problems is the product solving and how is that benefiting you?
The ability to divert records to specific users
Great System Integration, but Customization Can Be Challenging
What do you like best about the product?
The ability to connect other systems so you don't have to swivel
What do you dislike about the product?
The level of customization that is needed for some solutions
What problems is the product solving and how is that benefiting you?
Being a one stop shop for users
Great Customization, Flexibility, and Scalability
What do you like best about the product?
Customization and flexibility. Integration. Scalability.
What do you dislike about the product?
Costly. Limitations without additional licenses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves:
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
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