Agentforce Service
Salesforce, Inc.External reviews
6,976 reviews
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External reviews are not included in the AWS star rating for the product.
Great Case Management, but Task Integration Needs Improvement
What do you like best about the product?
The case management feature is useful for overseeing the patient journey and supports omni-channel communication.
What do you dislike about the product?
Cases and task overlap. Task needs to be tied to a case
What problems is the product solving and how is that benefiting you?
This platform offers multi-channel engagement and supports digital communication, making it easier to connect with audiences across various platforms.
Powerful AI Features with Automation Mastery
What do you like best about the product?
I truly appreciate the powerful automation capabilities of Salesforce Service Cloud. The efficiency in handling repetitive tasks with features like omnichannel and AI has streamlined our processes significantly. The intuitiveness in automating mundane tasks using Flow Builder is a game-changer. Its AI features, which integrate external data smoothly and enhance employee support, are a standout, making it a valuable tool for our team.
What do you dislike about the product?
I find it problematic that it's not easy to see all customer information at a glance. I often have to hunt for the necessary information, which can be time-consuming and inefficient. While AI might be beneficial in addressing this issue in the future, it remains a current challenge.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate repetitive tasks, saving time on case handle times with its omnichannel and AI features, which streamline processes.
Great Versatility, but Adoption Could Be Easier
What do you like best about the product?
So many use case available for utilisation.
What do you dislike about the product?
Need to be better at ease of adoption, not very easy today
What problems is the product solving and how is that benefiting you?
Healthcare
A Strong Platform That Requires Expertise
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to centralise all customer interactions — cases, emails, chats, and calls — in one place, giving teams full visibility and control.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is its complex setup, high cost, and sometimes slow performance when heavily customised.
What problems is the product solving and how is that benefiting you?
The customer service experience stood out to me. I found it to be a notable aspect of my interaction.
Powerful Overview Despite Challenging Setup
What do you like best about the product?
I like how it arranges the times between our services, which helps in managing our operations efficiently. The high-level overview it provides of all my services is incredibly useful for keeping track of everything we handle.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud very difficult and complicated. The complexity of setting it up was a significant challenge. I would like the setup process to be improved to make it much easier.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to arrange times between all our services, providing a high-level overview of our entire services.
Streamlined Setup and Enhanced Call Center Efficiency
What do you like best about the product?
I appreciate the fast setup options available with Salesforce Service Cloud, making the initial transition smoother. I am also enjoying the platform, particularly exploring the AgentForce feature, which seems like a significant enhancement to our operations. Additionally, I anticipate it will help reduce average handle time in our call center, improving efficiency.
What do you dislike about the product?
The setup process required change management due to its differences from our old system. This indicates a learning curve and necessary adjustments when switching. Additionally, while integrating with Guidewire is desired, it poses challenges—not due to Salesforce Service Cloud, but because of Guidewire's complexity.
What problems is the product solving and how is that benefiting you?
I find the product reduces average handle time in our call center, improving efficiency.
Great for Case Tracking, but Needs Billing Integration
What do you like best about the product?
It is very helpful with case tracking and ensuring customer success
What do you dislike about the product?
wish that we could do billing from cases
What problems is the product solving and how is that benefiting you?
Helping us better service our customers
Great for Case Optimization, Needs Improvement in Organization Assignment
What do you like best about the product?
Case optimization and assignment to users
What do you dislike about the product?
Organizations and assign the cases to right set to users
What problems is the product solving and how is that benefiting you?
All good
Service cloud review
What do you like best about the product?
Everything in one place regarding service
What do you dislike about the product?
I don't have any specific dislikes about it
What problems is the product solving and how is that benefiting you?
One centralized service
Great Usability, Expensive for Call Center Optimization
What do you like best about the product?
I find the CTI and IVR integration very useful for optimizing call center operations and agent case resolution. The setup process was not difficult, which was a significant relief. The usability of Salesforce Service Cloud is impressive, making it a platform I would choose again. I am very likely to recommend it to others, which reflects my satisfaction and confidence in the service.
What do you dislike about the product?
I find the cost of using Salesforce Service Cloud to be quite high.
What problems is the product solving and how is that benefiting you?
We use Salesforce Service Cloud for call center optimization and agent case resolution, leveraging CTI and IVR integration for efficiency.
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