Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great Reporting and Ease of Use
What do you like best about the product?
Ease of use and reporting capabilities are easy to create dashboards
What do you dislike about the product?
Can be cumbersome to integrate depending on the tool
What problems is the product solving and how is that benefiting you?
Warranty registration tracking
Effortless Support Case Management with Robust SLA Handling
What do you like best about the product?
Makes it easy for our customer support team to manage support cases, with complex SLAs.
What do you dislike about the product?
That you must buy community licenses to allow expose tickets and the ongoing correspondence via a website.
What problems is the product solving and how is that benefiting you?
Helps manage and assign support tickets across multiple support teams across different locations.
Powerful and Customizable, but a Steep Learning Curve for Small Nonprofits
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it helps us stay organized and responsive with our donors and scholarship applicants. We use it to log and track questions that come in, whether it’s about donations, scholarships, or general support. It’s great to have everything in one place so nothing slips through the cracks.
I also like how customizable it is. We’ve been able to set up case types, automations, and views that match the way our nonprofit actually works, instead of trying to fit into a one-size-fits-all system. The console view makes it easy to see all the details about a donor or applicant at once, and the built-in reporting helps us spot trends or areas where we can improve response times.
Overall, Service Cloud makes it easier to manage a high volume of inquiries with a small team and still provide a personal, timely response to everyone who reaches out.
I also like how customizable it is. We’ve been able to set up case types, automations, and views that match the way our nonprofit actually works, instead of trying to fit into a one-size-fits-all system. The console view makes it easy to see all the details about a donor or applicant at once, and the built-in reporting helps us spot trends or areas where we can improve response times.
Overall, Service Cloud makes it easier to manage a high volume of inquiries with a small team and still provide a personal, timely response to everyone who reaches out.
What do you dislike about the product?
The main downside of Salesforce Service Cloud is that it can feel a little overwhelming at first. There are so many features and configuration options that it takes some time to really understand what’s useful for your team versus what’s just extra. For smaller nonprofits, the setup and customization can also be pretty technical, so you might need help from a consultant or an admin who really knows Salesforce.
I also wish the user interface felt a bit more modern and intuitive out of the box. Some of the page layouts can be cluttered, and simple tasks sometimes take more clicks than they should. And while the reporting is powerful, building custom reports and dashboards is not always as straightforward as you’d hope.
Overall, it’s a great system once it’s tailored to your needs, but getting there can take some work and patience, especially if your team does not have a lot of Salesforce experience.
I also wish the user interface felt a bit more modern and intuitive out of the box. Some of the page layouts can be cluttered, and simple tasks sometimes take more clicks than they should. And while the reporting is powerful, building custom reports and dashboards is not always as straightforward as you’d hope.
Overall, it’s a great system once it’s tailored to your needs, but getting there can take some work and patience, especially if your team does not have a lot of Salesforce experience.
What problems is the product solving and how is that benefiting you?
Staying organized when dealing with numerous different issues and varying levels can be challenging, but this tool helps me manage everything while also allowing me to keep in touch with the submitters.
Flexible Platform with Great Extensibility, but Challenging for Small Businesses
What do you like best about the product?
It’s a very flexible and extensible platform making it easy to adapt to a multitude of use cases
What do you dislike about the product?
Some times can be hard to adapt for smaller businesses
What problems is the product solving and how is that benefiting you?
Helps with customer support and managing engagement
In-Depth Sales Tracking with Salesforce Service Cloud
What do you like best about the product?
I find Salesforce Service Cloud incredibly convenient for tracking sales numbers daily. It simplifies sales goal monitoring with its in-depth sales tracking and ability to keep updated on month-to-date sales numbers. I'm also delighted with how smoothly everything works, and I highly recommend it.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud daily for in-depth tracking of sales numbers, ensuring we hit our sales goals. It's convenient and simplifies retrieving numbers, providing up-to-date daily and monthly sales data.
Effortlessly Manages Cases, Needs Better Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud makes creating and managing cases easy for providing excellent customer support. I find the 'Email to Case' feature particularly useful for efficient case handling. It's nice to manage cases, contacts, and accounts effectively with this tool.
What do you dislike about the product?
I think Salesforce Service Cloud needs better support.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to create and manage cases efficiently, enhancing customer support and maintaining strong contact and account management.
Great Integration and Routing, but CTI Setup Can Be Complex
What do you like best about the product?
Ability to integrate with CTI and, omni-channel routing and skills
What do you dislike about the product?
CTI is somewhat complex to set up (or used to be)
What problems is the product solving and how is that benefiting you?
Claims and complaints
Useful for Customer Support, but Needs More Third-Party Integrations
What do you like best about the product?
It is use full to to best support for customers to resolve their issue
What do you dislike about the product?
I think we need to integrate more third tools because customers easy to raise salesforce case
What problems is the product solving and how is that benefiting you?
Some people getting issue some functionality and acces issue
Eye opening
What do you like best about the product?
The complete offer for multichannel support and AI tools. Also connected to CRM
What do you dislike about the product?
Nothing so far. I think it’s only a matter of time before we jump on board
What problems is the product solving and how is that benefiting you?
Reducing the workload on our call centers
Great Knowledge Object and Case Management, but UI and Claims Need Improvement
What do you like best about the product?
I really like the knowledge object and have used it a lot. Apart from that it obviously is a great case management system.
What do you dislike about the product?
User interface could be better, also claims capabilities could be improved
What problems is the product solving and how is that benefiting you?
Case management, knowledge, incident management and problem
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