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.
Empowers Customer Experience, Setup Needs Streamlining
What do you like best about the product?
I really appreciate Salesforce Service Cloud for addressing significant challenges in customer experience, measurability, observability, and overall improvement. The solutions cater to putting the customer at the core of operations. Its features, such as agent response and Service Cloud Voice, are set to revolutionize customer interactions, significantly enhancing efficiency and customer experience with its robust AI capabilities, allowing human agents to focus on more complex interactions.
What do you dislike about the product?
I find the setup process of Salesforce Service Cloud complicated and lengthy. It's taking around six months for us to implement, which I think could be expedited. Simplifying the setup would significantly improve my experience.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer experience, improving measurability and observability. It puts the customer at the heart of everything we do, especially through its case management solution, and revolutionizes our business-to-customer interactions.
Empowers Agents, Integrates Seamlessly, and Simplifies Customer Service
What do you like best about the product?
I really appreciate how Salesforce emphasizes empowering agents with tools like better dashboards, health metrics, and integrated coaching. The emergence into IT service management offers immense potential, particularly for unifying support across various customer bases and markets. The cohesive integration with the broader Salesforce ecosystem, like CRM and marketing cloud, offers a seamless experience and significant value for both us and our customers. The setup was straightforward, and the unified console that integrates customer data, channels, and AI for a complete customer view greatly enhances service personalization and efficiency. I love the omnichannel capabilities that Salesforce provides, along with the AI-driven efficiencies from tools like AgentForce and Einstein Copilot. The integration capabilities, especially with Snowflake, are impressive, ensuring data compliance and real-time insights. Overall, the scalability and comprehensive Salesforce ecosystem inspire trust in this robust enterprise platform.
What do you dislike about the product?
I would like to see a simplification of the setup and admin complexity in Salesforce Service Cloud. There's also a need for smarter case threading in a unified inbox. Streamlined automation governance is another area that could benefit from improvements. These adjustments would enhance the overall user experience.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the disconnected customer service issue by unifying customer data and AI automation in one console, providing agents full context for faster resolutions. It enhances customer service with omnichannel capabilities and integrated tools for real-time insights.
Challenging Setup, But Delivers Comprehensive CRM Integration
What do you like best about the product?
I appreciate the comprehensive customer 360 feature that brings all channels and product lines together, offering cohesive insights and transactional support for our end users. I find the knowledge platform, case management, and 360 components of CRM incredibly valuable. MuleSoft integration helps bridge our microservices with legacy systems efficiently.
What do you dislike about the product?
The setup process for Salesforce Service Cloud was not seamless, and I encountered issues getting started. Although Salesforce professional services were engaged, we still faced significant architectural challenges within our company. Additionally, I believe there needs to be an optimization in the Service Cloud platform so it can better operate without having all data resident on the platform.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud creates a cohesive 360-degree customer view across channels and product lines, enabling better transactional support for end users.
Effortlessly Manages Cases, Expands Customer Support
What do you like best about the product?
I appreciate Salesforce Service Cloud's FedRAMP compliance and robust capabilities, which were crucial for our public sector needs. The easy access permissions, reporting, and insights are primary features I value. The tool's seamless integration with systems like Amazon Connect enhances communication capabilities, providing great convenience and expansion potential.
What do you dislike about the product?
I find the current lack of comprehensive mobile app integration somewhat limiting. While the browser-based capabilities are robust, expanding more functionalities into the mobile app would significantly enhance usability and accessibility, allowing for a more seamless experience. This improvement would enable on-the-go access and functionality that currently feels restrictive if constrained to just the browser environment.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud enhances customer understanding and support scalability, starting from effective case management. It boosts omnichannel support, improves agent efficiency, and integrates well with systems like Amazon Connect.
Organized Cloud Service, but Needs More Training Resources
What do you like best about the product?
It’s a very organized cloud service but I haven’t used it as much
What do you dislike about the product?
If there was more practice and training on it.
What problems is the product solving and how is that benefiting you?
I’ve never been exposed to it as much
Effortless Automation and Seamless Integration with Salesforce Service Cloud
What do you like best about the product?
I really appreciate how intuitive Salesforce Service Cloud is, especially since I was already using Salesforce Sales Cloud. The setup was straightforward due to predetermined flows that activate key features, making it very simple. I value the omnichannel rerouting, automation of case creation, and email-to-case functionalities, which perfectly tie cases to accounts. The chat services are impressive as they allow direct linking of chat to cases, and I really like the agent features.
What do you dislike about the product?
Nothing in particular
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate case creation linked to client data, bridging previous gaps in my process and enhancing operational efficiency.
Flexible Configuration, but Missing Default Digital Engagement
What do you like best about the product?
The ability to configure it to fit business needs out of the box.
What do you dislike about the product?
I wish digital engagement came with it by default
What problems is the product solving and how is that benefiting you?
Reducing ticket times
Real-Time Insights Elevate Our Workflow
What do you like best about the product?
I appreciate the availability of real-time data analytics, which is incredibly useful for keeping our team constantly informed wherever they are. The ability to access dashboards and reports on the go via mobile is invaluable, especially during meetings, trade shows, and client visits. Additionally, the integration with other platforms like Slack and Tableau enhances our workflow. The return on investment has exceeded our expectations, advancing our data tracking capabilities significantly.
What do you dislike about the product?
I find the user interface could be improved, especially in terms of administration. This is the only complaint I have about the software.
What problems is the product solving and how is that benefiting you?
I find the product provides real-time data access, enabling my team to stay informed and ready for meetings, boosting our efficiency. The dashboards and reporting have significantly improved our tracking abilities and return on investment.
Great Service Integration with Field Service, No Major Dislikes
What do you like best about the product?
The service request and service call are interrupted with field service
What do you dislike about the product?
Not really anything I don’t like, the servic module is integrated with our other Salesforce modules
What problems is the product solving and how is that benefiting you?
Salesforce service cloud integrates with my other services either through Mulesoft to bring all pieces together.
Impeccable Integration and Outstanding Scalability
What do you like best about the product?
I really like the scalability of Salesforce Service Cloud and how it integrates with other systems. It is a fast and intuitive tool, capable of handling a large volume of information without issues. Additionally, I value the ease of creating automated flows and the effectiveness of Omni Channel and Omni Supervisor. Salesforce has also improved a lot by listening to the community, which I consider important.
What do you dislike about the product?
Something that is always checked and curated is the price.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage digital interactions such as reviews and complaints through various channels, including WhatsApp. It facilitates case routing and monitors activities with Omni-supervisor, improving our response capability and customer interaction.
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