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.
Efficient Tool for Customer and Service Management
What do you like best about the product?
I appreciate how Salesforce Service Cloud enables me to effectively track customer information and provide the services they require. This functionality greatly supports my day-to-day operations by ensuring that I can efficiently manage and meet customer needs.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to track customer information and provide the services they require, enhancing our customer service capabilities.
Efficient Customer Support, but Steep Learning Curve with Salesforce Service Cloud
What do you like best about the product?
I like how Salesforce Service Cloud centralizes all customer interactions, making it easy to track cases and deliver fast, personalized support.
What do you dislike about the product?
Some functions can be quite complex to configure without admin support, and the interface can feel overwhelming for new users.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer inquiries efficiently through live chat and contact center integration. It centralizes all communication, automates case routing, and improves response time — leading to faster resolutions and better customer satisfaction.
Seamless User Experience, but Slow Loading Times
What do you like best about the product?
What stands out to me is the user experience—it's incredibly seamless and easy to use.
What do you dislike about the product?
It does take a lot of time to load in some cases
What problems is the product solving and how is that benefiting you?
Efficient customer support
Challenging Onboarding, but Efficient Once Mastered
What do you like best about the product?
I appreciate that Salesforce Service Cloud allows us to efficiently transition from WhatsApp promotional messages to direct client interactions through human agents. Having all the information for our agents readily available in one place significantly enhances our operational efficiency. The automation features have streamlined previously manual processes, resulting in improved problem-solving capabilities for our clients.
What do you dislike about the product?
The onboarding process and learning how to use Salesforce Service Cloud initially is really tough.
What problems is the product solving and how is that benefiting you?
I find the product automates customer interactions, facilitating seamless communication between agents and clients, and consolidates information for efficiency.
Great Omni-Channel Support, but Case Feed Limitations Frustrate
What do you like best about the product?
Omni-channel support, case management, email-to-case functionality, and Cases on Experience Cloud are all features I appreciate.
What do you dislike about the product?
The case feed has a limitation on the number of characters, as well as restrictions on code and special characters.
What problems is the product solving and how is that benefiting you?
The platform offers features such as case assignment and routing, as well as reporting on important metrics. It also supports chat management, handles inbound emails, and addresses questions related to Experience Cloud.
Seamless Integration with Other Apps—No Complaints
What do you like best about the product?
Seem less integration with other apps with service cloud
What do you dislike about the product?
I don’t have anything that I dislike about service cloud
What problems is the product solving and how is that benefiting you?
Faster Incident and change tickets
Great App Exchange Features, But Too Dependent on Salesforce Objects
What do you like best about the product?
The enhancements in capabilities offered through the app exchange and workflows are notable.
What do you dislike about the product?
The reliance on Salesforce objects, as opposed to utilizing an API, stands out to me. This dependency can sometimes limit flexibility, especially when compared to the broader integration possibilities that APIs offer.
What problems is the product solving and how is that benefiting you?
Call center for hospitality
Powerful Features for Customer Service, but Needs Better Sync and Usability
What do you like best about the product?
Very robust features that empower businesses to deliver exceptional customer service.
What do you dislike about the product?
The views and features can be improved. Syncing issues persists from time to time.
What problems is the product solving and how is that benefiting you?
Capture productivity and tracking daily volumes.
Seamless Sales Cloud Integration and Impressive Live Transcription
What do you like best about the product?
Seamless integration with sales cloud. I am a fan of the live transcription feature
What do you dislike about the product?
I don’t have complaints about it. I mostly see opportunity to enrich it with more agentic capabilities
What problems is the product solving and how is that benefiting you?
We are piloting it for sales
Intuitive Platform That Simplifies Case Submission
What do you like best about the product?
It’s intuitive and allows our staff to easily submit cases and address core issues
What do you dislike about the product?
There are not many things I don’t like about it
What problems is the product solving and how is that benefiting you?
Case resolution
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