Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
It was so amazing and insightful into the endless possibilities
What do you like best about the product?
How it gives you so much capabilities that no other service cloud is providing at the moment
What do you dislike about the product?
Sometimes having so much to learn can be daunting. It would be nice to have courses that teach you step by step
What problems is the product solving and how is that benefiting you?
It's handling all our call center operations. We're implementing as we speak so stay tuned
Powerful feature rich solution
What do you like best about the product?
Salesforce Service Cloud is a robust enterprise solution which empowers both internal and external users to be successful. The ability to integrate with existing systems and automate process flows streamlines the support process. This allows for a progressive migration path if needed. A large amount of requirements can be configured rather than customized through code simplifying maintenance and ongoing development needs.
What do you dislike about the product?
Salesforce is so feature rich and customizable that it can become overwhelming for small teams learning it for the first time. It is strongly suggested to take the trailhead learn through developer or training instances. Know the limits of the platform amd the version you have selected to make the most of your implementation. Additionally the amount of blank white space on the UI is more than other platforms.
What problems is the product solving and how is that benefiting you?
Service Cloud is providing knowledge content and a custom portal for our customers with integration to support ticketing. The biggest benefit is the seamless integration with Sales Cloud data to provide a holistic view for our customers.
Great product
What do you like best about the product?
Manage the customer call center efficiently
What do you dislike about the product?
Some reatrictions are a little bit annoying
What problems is the product solving and how is that benefiting you?
Manage the case management of the customer
The best way to manage your cases
What do you like best about the product?
How easy it is to follow and measure your cases
What do you dislike about the product?
Difficult question, but I think it could improve its interface a bit.
What problems is the product solving and how is that benefiting you?
The history of the cases, the clients' history, and measuring the evaluation of the service agents
Easy case and issue management
What do you like best about the product?
Easy to use for our service team with the ability to track 360 data and layer on AI. Lots of case native features. Great issue management data model that is native now!
What do you dislike about the product?
Make approval processes easier to use as they seem to be over engineered.
What problems is the product solving and how is that benefiting you?
Case management, issue management, bug tracking, incident management, knowledge articles, digital engagement such as chat and SMS, and AI.
Great service experience, 360 customer view
What do you like best about the product?
360 customer view and endless possibility for customization.
What do you dislike about the product?
Knowledge licences need to be bought separately.
What problems is the product solving and how is that benefiting you?
Cooperation between sales and service teams.
Best service cloud
What do you like best about the product?
All the features are spot on and exactly.what I need.
What do you dislike about the product?
It's slow at times.its not upto the speed level of current generation
What problems is the product solving and how is that benefiting you?
Sales and forecasting.
Best Customer Service platform
What do you like best about the product?
Pre-built use cases, features and apps we can use
What do you dislike about the product?
Not gully customization on the chat layout
What problems is the product solving and how is that benefiting you?
Help to resolve complex issues with customers
Best Service Platform ever
What do you like best about the product?
Omnichannel platform on top of AI powered infrastructure
What do you dislike about the product?
Can feel expensive at times if you are not using all the features
What problems is the product solving and how is that benefiting you?
Member services experience and case handling time with integrated knowledge base
All in one
What do you like best about the product?
What has been most helpful is how salesforce service cloud pulls everything into one place for my agents!!! It has made work efficiency increase SLA decrease and requires less man power saving the company hundreds of thousand dollars each year! I am super excited for agentforce to launch!
What do you dislike about the product?
I can't think of any downside to salesforce! I think there are opportunities maybe for agents there could be videos job aids etc on their dashboard to keep them in the know to what they can do within the program especially with AI and the same for leaders such as myself we could have the same thing but with info for us!
What problems is the product solving and how is that benefiting you?
Salesforce service cloud currently sends out our emails for escalated cases which prevents agent error and also keeps the emails on time for the escalations, it also helps agents schedule appointments for clients in office, it houses our knowledge articles for the agents, for me it also pulls data reports which help me upscale my role and provide data to my executive team
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