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.
Effortless Integration, But Needs Simpler Usability
What do you like best about the product?
I love the integration with Salesforce Sales Cloud, which effectively centralizes membership data and enhances functionality. The platform's simplicity in setup and use is impressive, which ensures a smooth onboarding process. I also value the robust support features, like knowledge support articles and searching capabilities, which significantly aid my customer support initiatives.
What do you dislike about the product?
I would make it easier to use.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline customer support, helping agents answer questions efficiently. Its integration with Salesforce Sales Cloud provides access to membership data and enhances customer interactions through knowledge support articles and user journey tracking.
Efficient Case Management, but Emailing Needs Improvement in Service Cloud
What do you like best about the product?
Managing cases is straightforward thanks to the use of record types, various queues, and the processes built around them.
What do you dislike about the product?
Emailing in service cloud is still a hassle especially with out of office emails
What problems is the product solving and how is that benefiting you?
The platform provides valuable insights into our workload and the speed at which we resolve cases.
Great All-in-One Solution, but Configuration Is Challenging
What do you like best about the product?
In theory we have a 1 stop shop for our org
What do you dislike about the product?
Configuration has been challenging in just using declarative functionality
What problems is the product solving and how is that benefiting you?
It’s more modern than the legacy system we had
Great Customer Insights, but Needs Better Integration with Other Platforms
What do you like best about the product?
This tool offers a comprehensive 360-degree view of customers and simplifies the process of managing customer requests.
What do you dislike about the product?
There are challenges when it comes to interoperability with external platforms.
What problems is the product solving and how is that benefiting you?
It acts as the definitive source of information about our customer base.
Great Integrations with Other Systems
What do you like best about the product?
Integrations to other systems and the ability to get a unified view of our customers.
What do you dislike about the product?
SLA doesn’t always align to our needs and requires a bit more robust architecture
What problems is the product solving and how is that benefiting you?
Managing our contacts and accounts in a unified system to share with other systems.
Great All-in-One Features, but Performance Drops with Heavy Traffic
What do you like best about the product?
all of the functionalities that it has in one single view
What do you dislike about the product?
how it lags when there is too much traffic
What problems is the product solving and how is that benefiting you?
It allows us to have all of the information we need in a few clicks
Great Alternative to Freshdesk, but Pricey
What do you like best about the product?
Replaces Freshdesk and consolidates use of SF
What do you dislike about the product?
Cost can be a challenge for nonprofit orgs.
What problems is the product solving and how is that benefiting you?
Ability to use use helpdesk support across org whole
Great for Timely Assistance and Customization
What do you like best about the product?
Able to help and assist users in a timely manner
What do you dislike about the product?
Nothing really. We do a a lot of customization.
What problems is the product solving and how is that benefiting you?
No real issues.
Effortless Integration and Excellent Case Management
What do you like best about the product?
I appreciate the case management feature in Salesforce Service Cloud. It's been very easy to use and integrate with our existing systems, making it a seamless addition to our workflow.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I find the product streamlines case management, is easy to integrate with our systems, and requires no changes for improvement.
Salesforce Service Cloud
What do you like best about the product?
The most helpful thing we found using Salesforce service cloud is case management for our teams since we have multiple departments using different cases.
What do you dislike about the product?
Nothing comes to mind. We’ve really enjoyed using the service cloud!
What problems is the product solving and how is that benefiting you?
Haven’t had any specific problems just yet.
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