Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Amazing experience
What do you like best about the product?
User experience is great, milestones functionality is amazing
What do you dislike about the product?
In some cases following ITIL methodology is fits well. Service cloud is not designed fo ITIL
What problems is the product solving and how is that benefiting you?
Case/incident management
Operations Analyst
What do you like best about the product?
Customization for the different product teams.
What do you dislike about the product?
It can be hard to know how to get the most out of it and which features to prioritize.
What problems is the product solving and how is that benefiting you?
Ability to track our customer complaints and see trends over time to enhance self service options.
Beneficial when catering to an organisation which needs chatbot experience
What do you like best about the product?
The ease with which the data from the chatting assistants are categorised in the service console, reducing the need for account managers to look at each communication independently
What do you dislike about the product?
Each dependent service with Salesforce cloud is not included in the bundle, one has to buy all the licenses individually to actually use Service cloud to the fullest.
What problems is the product solving and how is that benefiting you?
Organizing chats and feedbacks from customers/vendors.
Efficient and Useful
What do you like best about the product?
It's efficiencies and automation really make it stand out.
What do you dislike about the product?
Nothing to report here as far as dislikes.
What problems is the product solving and how is that benefiting you?
Tracking and managing customer cases to ensure timely resolution and customer satisfaction.
Service cloud is amazing
What do you like best about the product?
Its customer service portals and automations
What do you dislike about the product?
Nothing of that sort but it can have more automations
What problems is the product solving and how is that benefiting you?
Customer service and case management
case deflection
What do you like best about the product?
the chatbot save a lot of time for routing the customer and decrease cases
What do you dislike about the product?
the knowledge searching of the chatbot is not that reliable
What problems is the product solving and how is that benefiting you?
create and resolve case faster
Great and easy to use product
What do you like best about the product?
I have used Service Cloud previously for Customer Case management and found it very helpful. I enjoyed the experience of the easy setup and also enabling a good customer experience.
What do you dislike about the product?
Not really anything. It was a seamless experience
What problems is the product solving and how is that benefiting you?
It helped make our user interactions and customer satisfaction better.
Service Cloud for Agents
What do you like best about the product?
Great product which includes lots of features like entitlements and milestones, omnichannel
What do you dislike about the product?
The learning curve for new Uses can be a challenge. But this is made easier with trailhead
What problems is the product solving and how is that benefiting you?
Service cloud helps me with case deflection and helping agents
Assignment Rules!
What do you like best about the product?
The ease of use when utilizing case management functionalities.
What do you dislike about the product?
Not necessarily a downside but I wish there was a more intuitive way to build assignment rules
What problems is the product solving and how is that benefiting you?
Better service automation for the clients and a pretty efficient management service to help keep track of successes.
A well rounded solution
What do you like best about the product?
We can serve our customers at all revenue levels in one platform.
What do you dislike about the product?
Dev work is costly and should all be done by in house employees who have been certified by Salesforce.
What problems is the product solving and how is that benefiting you?
Agentforce looks to be an instream solution that should make dev work less time consuming
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