Agentforce Service
Salesforce, Inc.External reviews
6,976 reviews
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Easy to Use Software with Versatile Functions
What do you like best about the product?
The software is easy to use and offers a wide range of functions that can be applied in various situations.
What do you dislike about the product?
There isn't much to say at this point, but it is currently being used for its intended purpose.
What problems is the product solving and how is that benefiting you?
I use this daily and have been able to implement a wide range of features with it.
Great Routing Flexibility, But Needs Better Audit Trail
What do you like best about the product?
Flexibility of using flow to route cases to proper agent or team
What do you dislike about the product?
Lack of audit trail for why a case was routed to a certain agent and the decisions made along the way
What problems is the product solving and how is that benefiting you?
Service Cloud is our primary platform for resolving our customer cases and enabling knowledge search
Highly Customizable but Can Get Overcomplicated
What do you like best about the product?
I like how
Customizable it is for cases and workflows
Customizable it is for cases and workflows
What do you dislike about the product?
I think it can get too bogged down depending on configuration
What problems is the product solving and how is that benefiting you?
It’s allowing us to submit cases that tracks important information on our customers
Great Customer Service, But Pricing Needs Improvement
What do you like best about the product?
Seamless product from design to implementation
What do you dislike about the product?
Pricing is too expensive for my company right now
What problems is the product solving and how is that benefiting you?
It helps solve my asset management problems
Streamlined Automation, Challenging Setup
What do you like best about the product?
I appreciate the automation capabilities of Salesforce Service Cloud, which help in automating transactions and significantly save time, making it easier to use. The case tracking feature also stands out as highly useful in managing tasks efficiently. Additionally, its ease of integration with other software like Bumi and Gensai simplifies operations.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be challenging, especially regarding data migration.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate transactions, making processes easy and time-efficient, and for pipeline and case tracking.
Great Variety and Easy to Use
What do you like best about the product?
Variety
Easy use
Easy to understand and learn
Easy use
Easy to understand and learn
What do you dislike about the product?
It does not have a lot of free training which I would like
What problems is the product solving and how is that benefiting you?
It has helped with managing the team
Reliable cloud features are an attractive choice.
What do you like best about the product?
I use Salesforce Service Cloud because I like its cloud features. I also appreciate the high level of trust in the Salesforce company. The automation features are particularly useful and greatly assist in performing tasks.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
It helps save time and work efficiently by automating data searches and data processing during work.
Great Email to Case Feature, No Dislikes
What do you like best about the product?
Email to case and the omnivhannel benefits
What do you dislike about the product?
Don’t dislike it, have satisfied all the usecase so far
What problems is the product solving and how is that benefiting you?
Can’t think of anything right now thank Jo
Streamlined Case Management & CRM Excellence
What do you like best about the product?
I find the basic CRM capabilities of Salesforce Service Cloud to be industry standard, making it easy for organizations to manage their service teams. The automation features speed up case resolution for our service agents, and the organized customer interaction through case management is highly beneficial. Moreover, the ease of setup without any difficulty was a significant plus. The case management allows efficient distribution of cases among teams without custom objects and supports multiple teams due to diverse record types. Opportunity management facilitates collaboration among sales and presales teams to resolve field cases efficiently.
What do you dislike about the product?
I think we need more reporting capabilities on the case history and more field tracking on various objects. This enhancement would help improve the reporting of service cloud data for sales reps and service agents.
What problems is the product solving and how is that benefiting you?
I find the product accelerates case resolution for service agents through automation and organized customer interactions, improving case management and opportunity management by integrating teams on a unified platform.
Great Automation and AI, but UI Needs Improvement
What do you like best about the product?
Salesforce Service Cloud shines in how it blends automation, AI, and omnichannel support to create a seamless customer service experience.
What do you dislike about the product?
Mostly the UI, and it needs to be improved a bit
What problems is the product solving and how is that benefiting you?
Helping resolve customer problems by better managing the problem cases
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