Agentforce Service
Salesforce, Inc.External reviews
7,020 reviews
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External reviews are not included in the AWS star rating for the product.
Unmatched Customisation and Seamless Integrations
What do you like best about the product?
The customisation options provide numerous integrations with a variety of features, such as dashboards, analytics, case management, manual forms, and SAP integration, among others.
What do you dislike about the product?
The product presents a steep learning curve when it comes to understanding new features. Additionally, I have experienced downtime issues, which can be quite disruptive. The high cost is also a significant concern for me.
What problems is the product solving and how is that benefiting you?
Productivity has significantly improved for me, as this tool has greatly reduced the time I spend developing reports, building analytic dashboards, and performing manual data integration tasks.
All-in-One Customer View Streamlines Agent Workflow
What do you like best about the product?
It gives agents a single point of view where they can see the customer's profile, purchase history, and past support tickets all on one screen. dont have to wander here and there for information
What do you dislike about the product?
quite complex, hard to onboard, steep learning curve.
What problems is the product solving and how is that benefiting you?
Service Cloud solves the problem of combining support channels. great orchestration tool
Unified Console and Smart Routing Make Communication Effortless
What do you like best about the product?
Single console for Email, Chat, Phone, WhatsApp, Social
Smart routing using Omni-Channel
Smart routing using Omni-Channel
What do you dislike about the product?
Omni-Channel, Entitlements, Milestones are hard to configure
Small changes require admin expertise
Small changes require admin expertise
What problems is the product solving and how is that benefiting you?
Agent sees full customer history + open cases
Massive productivity gain for support teams
Massive productivity gain for support teams
excellent customer service platform
What do you like best about the product?
Salesforce Service Cloud is an excellent customer service platform that streamlines support with its robust case management, multi-channel integration, and AI-powered tools. It enables businesses to provide fast, personalized assistance, improving customer satisfaction and reducing response times.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful tool, some users find it complex and challenging to navigate, particularly due to its extensive customization options and feature set.
What problems is the product solving and how is that benefiting you?
improving customer satisfaction and reducing response times.
Effortless Case Management and Seamless Integration
What do you like best about the product?
What I like best about Salesforce Service Cloud is how easy it is to use once it’s configured, even with the large number of features it offers. The implementation process is well-documented, and Salesforce provides strong guidance and resources to help teams get up and running quickly. Customer support is reliable, with extensive documentation, Trailhead training, and an active community to resolve issues.
Service Cloud is something our team uses daily because it centralizes case management, customer data, and workflows in one platform. Despite its depth, it integrates smoothly with other Salesforce products and third-party tools, making it easy to connect with existing systems and scale as needs grow.
Service Cloud is something our team uses daily because it centralizes case management, customer data, and workflows in one platform. Despite its depth, it integrates smoothly with other Salesforce products and third-party tools, making it easy to connect with existing systems and scale as needs grow.
What do you dislike about the product?
One downside of Salesforce Service Cloud is that it can be complex to set up and configure initially, especially for teams without dedicated admins. The large number of features is powerful but can feel overwhelming at first, and some users may require training to take full advantage of the platform. Additionally, customization and integrations sometimes require technical expertise, which can slow down adoption for smaller teams or less technical users.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize all customer interactions and case management in one platform, eliminating the need to juggle multiple tools. It solves the problem of fragmented customer data by giving agents a 360-degree view of every customer, which improves response times and ensures more personalized support. Automated workflows and macros reduce repetitive tasks, letting our team focus on complex issues rather than manual processes. Overall, this results in faster resolution times, higher customer satisfaction, and greater team efficiency.
Streamlines Work Orders and Document Management Seamlessly
What do you like best about the product?
We use Salesforce to enable our clients to create work orders directly within our dashboard, dispatch those work orders to subcontractors, and attach relevant documents and invoices to each work order.
What do you dislike about the product?
I have no complaints about Salesforce; there is nothing I dislike about it.
What problems is the product solving and how is that benefiting you?
We were looking for a portal that would enable our customers to create work orders and track their status directly within the platform.
Streamlined Communication and Case Tracking Made Easy
What do you like best about the product?
There ability to streamline communication and track support cases well it helps me easily monitor progress and helps me save time too
What do you dislike about the product?
It feels very complex at first and a bit hard to understand but if you take time to learn you will mot regret using it .
What problems is the product solving and how is that benefiting you?
It helps me manage and track requests and communication with different teams without me missing out on any thing.
Comprehensive Customer Insights That Accelerate Resolution
What do you like best about the product?
It provides a comprehensive, 360-degree view of customer information, which helps speed up the resolution process.
What do you dislike about the product?
The product is highly complex, with a steep learning curve and considerable costs involved.
What problems is the product solving and how is that benefiting you?
This product addresses the issue of fragmented customer data and slow response times, while also assisting with automated replies.
Centralized Customer Management and Time-Saving Automation
What do you like best about the product?
I like Salesforce Service Cloud because it brings customer data, cases, and communications together in one place. It lets me respond quickly and stay organized without switching between multiple tools. The automation and workflows also save time, especially for repeat tasks or follow-ups.
What do you dislike about the product?
Like many other Salesforce products, the initial setup and configuration can be complex and costly, often requiring outside consultants. Its wide range of features also comes with a steep learning curve for new agents, making both initial and ongoing training essential to fully leverage the platform.
What problems is the product solving and how is that benefiting you?
With Service Cloud, the support team can manage cases more efficiently and make full use of the email-to-case feature, which helps them respond faster.
Unified Customer View and Powerful Automation Streamline Service
What do you like best about the product?
This platform offers a unified, 360-degree view of the customer, allowing agents to resolve issues more quickly by providing complete context. Its robust automation and omnichannel features help to streamline service operations.
What do you dislike about the product?
The complexity of this product can make configuration and customization difficult, particularly for those who are new to it. Furthermore, as organizations grow and incorporate more advanced features, the overall cost can increase significantly.
What problems is the product solving and how is that benefiting you?
This tool makes it easy for us to manage our customer database and records, allowing us to efficiently map them to their specific needs.
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