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 Setup and Effective Customer Management
What do you like best about the product?
I find Salesforce Service Cloud to be very easy to use with all necessary features available right out of the box. It effectively helps in tracking time to resolve tickets, provides an escalation path, and allows for tracking points of connection with the client. Email to case is particularly useful for managing operations. The intuitive design and comprehensive features have met my needs, making it a product I would choose again. Overall, I have been highly satisfied, which is why I am likely to recommend it to others.
What do you dislike about the product?
H Nothing
What problems is the product solving and how is that benefiting you?
I use the product to manage client support efficiently, tracking resolution times, escalation paths, and client interactions effortlessly.
Great Einstein Bots, But High Cost and Steep Learning Curve
What do you like best about the product?
It comes with Einstein bots and that is a big plus for us
What do you dislike about the product?
High cost and per user pricing and a steep learning curve
What problems is the product solving and how is that benefiting you?
Fragmented communication, slow resolution times
Reliable and User-Friendly, Loved by Our Team
What do you like best about the product?
I find Salesforce Service Cloud's ease of use and implementation particularly beneficial, and our employees love working with it. The platform significantly aids our service teams in managing cases promptly and supports our clients effectively. Case management and reporting features are especially useful.
What do you dislike about the product?
I do not dislike anything
What problems is the product solving and how is that benefiting you?
I find the product helps our service teams answer cases quickly and timely, providing full client visibility and supporting timely client interactions.
Highly Customizable and Easy to Personalize
What do you like best about the product?
Its highly customizable to business needs
What do you dislike about the product?
I don't like how separate thr setup is from sales
What problems is the product solving and how is that benefiting you?
Capturing historical information is essential for keeping accurate records and understanding past events. It allows for better analysis and helps inform future decisions by providing valuable context.
Great Support Features, but Customization Is Challenging
What do you like best about the product?
Knowledge and case deflection. The best parts are the support functionality for product and agents.
What do you dislike about the product?
It’s a big hurdle to get customized and setup
What problems is the product solving and how is that benefiting you?
Case deflection and product knowledge base.
Great Data Insights and Time Savings, but Email Threading Needs Work
What do you like best about the product?
It is a timesaver! Allows insights into our data.
What do you dislike about the product?
Email to case threading could be improved
What problems is the product solving and how is that benefiting you?
Allows support case creation and resolution
Great Omnichannel Experience
What do you like best about the product?
Omnichannel communication with customers
What do you dislike about the product?
I don't really dislike anything. Perhaps adding new apis
What problems is the product solving and how is that benefiting you?
Helps my customers connect in real time through all channels
AI Speeds Up Case Resolution, but Migration Across Platforms Is a Worry
What do you like best about the product?
Using AI to help reps resolve cases quicker.
What do you dislike about the product?
We use multiple service platforms and migration is a concern,
What problems is the product solving and how is that benefiting you?
It can connect to our customer self service portal.
Flexible Service Console and Omni-Channel, but Needs Better Outlook Integration
What do you like best about the product?
I like the service console and how you can tailor it. It's great you can connect multiple channels using omni-channel. Case management including escalation is easy.
What do you dislike about the product?
Integrating agentforce with our email service, like Outlook, would be very helpful. Most of our team prefers to handle their emails directly from Outlook. While automation can be managed in Salesforce, being able to stay within Outlook would make things much more convenient.
What problems is the product solving and how is that benefiting you?
The automatic creation of cases and the autofill feature for certain fields make it much faster for agents to respond to client queries. This increased speed helps lower human costs, and our customers are pleased when they receive prompt answers.
Goodgeee
What do you like best about the product?
My whole sales team is using and service for the services.For that services, and our operation is
What do you dislike about the product?
Need to operate this is a very good product.And we are using very aggressively, and we want to love to give the references
What problems is the product solving and how is that benefiting you?
Fourteen picture is no problem as such rid to the service law.We are strict
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