Agentforce Service
Salesforce, Inc.External reviews
6,972 reviews
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External reviews are not included in the AWS star rating for the product.
Great Customization and Features, But Underutilized Potential
What do you like best about the product?
Cases, customizing, custom objects, activities
What do you dislike about the product?
That we don’t fully utilize everything that it offers
What problems is the product solving and how is that benefiting you?
Handles out cases well
Great Features, But Difficult to Navigate
What do you like best about the product?
I like the features from the reports and contact record
What do you dislike about the product?
It’s hard to navigate all of the information architecture
What problems is the product solving and how is that benefiting you?
It’s solving our case management solutions
Highly Customizable but Complex and Costly Platform
What do you like best about the product?
The platform stands out for its customizability, enabling businesses to adapt it to their unique requirements. Its efficiency-boosting features, such as automation, AI, and a unified customer view, help enhance agent productivity.
What do you dislike about the product?
The high cost, steep learning curve, and overall complexity can make both the initial setup and continued use quite challenging, often necessitating substantial training. Additionally, many users report integration problems and find the interface to be clunky or even overwhelming at times.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses issues such as fragmented customer data, delayed response times, and inconsistent service by offering a unified platform for managing all customer interactions across various channels. This solution enhances user experience by boosting agent productivity and delivering a comprehensive view of each customer, which enables more personalized service.
Flexible Teamwork, but Clunky Implementation
What do you like best about the product?
Our team is able to adapt to changing priorities and assign things to each other
What do you dislike about the product?
Our implementation is a little clunky for our lean team
What problems is the product solving and how is that benefiting you?
Case management and assigning follow ups
Great Omnichannel Experience!
What do you like best about the product?
Provides Omnichannel experience and leverage the Agentic AI capabilities.
What do you dislike about the product?
Enable Agentic AI capabilities for all features!
What problems is the product solving and how is that benefiting you?
Customer service management and claims management
Salesforce Service Cloud: Fast and Efficient with 360 View
What do you like best about the product?
I like how Salesforce Service Cloud allows executives to see customer information in 360 degrees while talking to them, making calls faster and more efficient. This feature helps provide a more personalized and efficient service to the customer. Additionally, the ease of connecting more clouds is a significant attraction for me.
What do you dislike about the product?
I found that the initial setup process was complicated due to my team's lack of technological knowledge.
What problems is the product solving and how is that benefiting you?
Executives can see 360-degree customer information during calls, making them faster and more personalized.
Great FSC Data Model, But Missing Some Bank Features
What do you like best about the product?
FSC data model is great and integrated on Experience Cloud where we're hosting our Online Banking
What do you dislike about the product?
Not all bank features are available in FSC
What problems is the product solving and how is that benefiting you?
Teller services, branch banking, live agent chat, online banking
Easy Customer Support Makes Users Happy
What do you like best about the product?
The Easy way how the user can support our customers
What do you dislike about the product?
All is fine , our users are happy about service cloude
What problems is the product solving and how is that benefiting you?
All email from our B2B and back customers are manage in service cloude also live chat
Effortless Client Interaction with Salesforce
What do you like best about the product?
I find Salesforce Service Cloud incredibly easy to set up, making the transition smooth and hassle-free. It excels in facilitating seamless interactions with our clients, keeping communication open and efficient. The case management feature is particularly useful, allowing us to effectively handle and resolve ongoing client issues. Overall, it significantly improves our client interaction experience.
What do you dislike about the product?
Nothing. It’s great
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud great for maintaining client communication and resolving ongoing issues efficiently.
Great Customization, But Needs Better Integration Between Sales and Service Clouds
What do you like best about the product?
One of the standout features is how you can tailor the application to suit your specific business needs and use cases.
What do you dislike about the product?
Sales Cloud and Service Cloud ought to be seamlessly integrated into a single cloud solution. Combining them would provide a more unified experience and streamline processes for users.
What problems is the product solving and how is that benefiting you?
Internal employee support servicing, our account managers, and inside sales teams. It also allows us to track internal bugs via cases.
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