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.
Powerful Customization, but Navigation Can Be Confusing
What do you like best about the product?
It handles all of our service needs very effectively with a lot of options that can be specifically tailored to our use cases.
What do you dislike about the product?
Navigating Salesforce can sometimes be confusing because different sections are separated, which makes it harder to find what you need.
What problems is the product solving and how is that benefiting you?
Service cloud is currently managing all of our customer support needs and internal helpdesk.
Impressive and Comprehensive CRM Platform for Management
What do you like best about the product?
I am impressed with the well built CRM platform that assist with all aspect of management
What do you dislike about the product?
First time learning about the system, so no dislike thus far.
What problems is the product solving and how is that benefiting you?
Help desk- it assist with client and internal questions.
Elevated Customer Experience with Seamless Setup
What do you like best about the product?
I appreciate Salesforce Service Cloud for its better customer experience compared to Microsoft Dynamics. The preconfigured settings with easy module additions, lots of instructions, and learning resources like Trailblazer make it user-friendly. I love how swiftly it helps us provide a more personal and efficient customer service experience, enhancing overall satisfaction. The integration with useful tools like Slack, softphone functionalities, and seamless access to customer records makes it very effective. It supports integrations with Power BI and Microsoft 365, aiding in reporting services and employee identification. Its evolving nature, with continued feature additions, makes it future-proof, and I would confidently recommend it to others.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us deliver a more personal customer experience by reducing the time needed to access records and understanding customer needs better.
COO
What do you like best about the product?
It allows our teams to seamlessly service customers both internally and externally
What do you dislike about the product?
How integrated it is into many different forms of communication
What problems is the product solving and how is that benefiting you?
Communication across multiple teams to service accounts
Neutral Experience: No Strong Likes or Dislikes
What do you like best about the product?
Excellent product we use this on every day
What do you dislike about the product?
No concerns, Excellent product we use this on every day
What problems is the product solving and how is that benefiting you?
Excellent
Efficient Case Tracking, but User Experience Needs Agentforce Integration
What do you like best about the product?
Tracking customer cases is straightforward, and it’s easy to keep relevant conversations organized.
What do you dislike about the product?
The user experience would benefit from the integration of Agentforce.
What problems is the product solving and how is that benefiting you?
Gaining clear visibility into each client's case allows us to provide them with strong support.
Love service cloud!
What do you like best about the product?
We use it to integrate with Zendesk currently but are hoping to make the full switch in the future
What do you dislike about the product?
Ease of use and simple access to crm data
What problems is the product solving and how is that benefiting you?
Nothing really yet
Great Omnichannel Case Management, but Service Console Needs Improvement
What do you like best about the product?
Omnichannel easy case management, sla management
What do you dislike about the product?
Service console and lack of cusumiszation
What problems is the product solving and how is that benefiting you?
Case management and service rep case assignment
Great Email to Case Feature, No Major Dislikes
What do you like best about the product?
Email to case is really helpful along with Omni channel routing
What do you dislike about the product?
I wish more features were included with sales cloud
What problems is the product solving and how is that benefiting you?
We only use limited features that we have through sales cloud
Great Omni-Channel Routing, but Web to Case Lacks Attachments
What do you like best about the product?
Omni channel routing and web to case with the next best action
What do you dislike about the product?
Web to case don't have the attachments and that is a big no
What problems is the product solving and how is that benefiting you?
They are empowering our service reps on the overall case management with the entitlement process
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