Agentforce Service
Salesforce, Inc.External reviews
7,020 reviews
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Extremely complex queue capabilities
What do you like best about the product?
We are able to set up specific work flows by product family or product, each with different case opening requirements, case handling and milestones by priority. Service Cloud is extremely flexible.
What do you dislike about the product?
Sometimes we get too complex for our own good and Service Cloud says OK!
What problems is the product solving and how is that benefiting you?
Case management
Best case management
What do you like best about the product?
Complete tie-in to Sales Cloud Salesforce is the perfect solution for us.
What do you dislike about the product?
Would like to see better automated language detection for email to case.
What problems is the product solving and how is that benefiting you?
Case management and resolution
Best servicing tool
What do you like best about the product?
Service cloud just got all we need we just love it
What do you dislike about the product?
The price, it could be way. Cheaper no??
What problems is the product solving and how is that benefiting you?
Customer 360 contact and experience
Well integrated Service Platform to care for our customers
What do you like best about the product?
The first and best thing I noticed is how strong the service platform is for integrations with best of breed or custom platforms that help us unify the agent experience. Both light integrations like a link or full integration with Twilio for communications or the commerce platform work very effectively.
What do you dislike about the product?
I want to continue to see Service Cloud continue to optimize for how customers communicate, converse and build a more unified experience with brands.
Cases that open and close are not always easy to close on a sms asynchronous conversation. We want to move away from 'tickets' and an understand where the customer is in the journey and relationship with us. Or at least knowing what the last NPS or how the experience was.
Cases that open and close are not always easy to close on a sms asynchronous conversation. We want to move away from 'tickets' and an understand where the customer is in the journey and relationship with us. Or at least knowing what the last NPS or how the experience was.
What problems is the product solving and how is that benefiting you?
Meeting customers where they are at in their product switching journey from a servicing perspective is a major learning from our consumer experience. By handling both the transaction aspects of their purchase to learning about the challenges, objections, and to have guiding structure in the interaction for our agents help us drive consistency in the experience.
Time Saver for a smaller business
What do you like best about the product?
My org used to spend a lot of time routing customers and figuring out who should take what. Things were also missed. Service Cloud helps save us time and organize communications
What do you dislike about the product?
Learning curve to get everyone set up and using it properly- otherwise nothing.
What problems is the product solving and how is that benefiting you?
Making sure no customer messages get missed during staff turnover. Saving us admin time to respond.
Making sure communications are uniform and accessible by all
Making sure communications are uniform and accessible by all
Great Detail - Slower Technology
What do you like best about the product?
The amount of detail you can add within cases. It makes reporting much easier to drill into problem areas and help our internal teams know exactly where to focus.
What do you dislike about the product?
Other platforms help service agents go much faster to reach customers in an instant within our application. Those apps don't provide the same level of detail, but customers expect immediate responses. I'm sure SF has more tools for us to achieve that.
The knowledge base isn't the most dynamic, so an admin must make any structural edits.
The knowledge base isn't the most dynamic, so an admin must make any structural edits.
What problems is the product solving and how is that benefiting you?
Reducing tech stack - allowing all teams to operate within SF is huge.
Value for the money
What do you like best about the product?
The case management, Omni channel, and of course copilot
What do you dislike about the product?
Automation rules needs more upgrades and improvements
What problems is the product solving and how is that benefiting you?
Case deflection and case management
Service cloud improved service for our customers
What do you like best about the product?
Service cloud allowed us to organize the communication with customers under one channel.
What do you dislike about the product?
It was difficult to manage SLAs with the out of the box setup
What problems is the product solving and how is that benefiting you?
Aligning available channels on one platform
Flexible and easy to administer with declarative customization and room for observability
What do you like best about the product?
I like how the product fits a lot of customer use cases and is easy to configure and administer. It's great to have as much donor information in one place particularly about when they reach out to us.
What do you dislike about the product?
Even with the advancement of things like before save flows, it seems like the architecture of some standard objects requires implementing triggers and classes in order to do things like complete entitlements when a case is closed. While not against this entirely, it does escalate the skill needed to maintain our workflows. Its also annoying to be unable to see whether things like entitlements and milestones are working where other parts of
Salesforce such as flows can be easily observed when debugging or activating.
Salesforce such as flows can be easily observed when debugging or activating.
What problems is the product solving and how is that benefiting you?
We've moved to a model, where no individual owns funds at our organization, and anyone on a particular team can respond to donor inquiries when they write in. This also helps my organization scale, and generate revenue.
Service cloud
What do you like best about the product?
Case management is good one end to end resolution
What do you dislike about the product?
Not much still we are using very basic features
What problems is the product solving and how is that benefiting you?
It is good and gives end to end case solution and self service capablities
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