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.
Agentforce for Service and Service 360 Impress, but Entitlement and SLA Need Work
What do you like best about the product?
The new Agentforce for Service, along with the impressive Service 360, really stands out. Both offer a great experience.
What do you dislike about the product?
The entitlement and SLA processes definitely require improvement there.
What problems is the product solving and how is that benefiting you?
I appreciate the customer support, and I am interested in implementing this on a larger scale.
Salesforce Service Cloud: Powerful Service Tool, but Customization Can Be Overwhelming
What do you like best about the product?
The wealth of knowledge Salesforce gathers from its worldwide customer base ensures that, regardless of the service issue you encounter, you are unlikely to be the first to address it using Service Cloud.
What do you dislike about the product?
The greatest advantage of Service Cloud is also its main drawback. Without a clear vision of your end goals, the platform's limitless customization options can end up causing significant challenges in the long run.
What problems is the product solving and how is that benefiting you?
Salesforce serves as our main service ticketing system for customer-facing product support, ensuring that we remain compliant with the regulations relevant to our operations.
Powerful Case Management, but Complex and Costly
What do you like best about the product?
The most impressive aspects of Service Cloud are its case management capabilities and the agent console. These features stand out as the platform's greatest strengths.
What do you dislike about the product?
One major downside is the high level of complexity involved, which makes it difficult to fully realize the value for the cost.
What problems is the product solving and how is that benefiting you?
Having a helpdesk solution integrated directly into the system that users interact with is an excellent approach.
Efficient Case Management, but Complex Setup and Customization
What do you like best about the product?
The robust case management and automation features help make customer service both efficient and well-organized.
What do you dislike about the product?
The setup process is quite complex, and the significant amount of customization required can delay the initial deployment.
What problems is the product solving and how is that benefiting you?
N/A
Efficient Case Management, but Needs More Customizable Queues
What do you like best about the product?
Case management is efficient and simple to modify.
What do you dislike about the product?
Case queues need more customization options
What problems is the product solving and how is that benefiting you?
Service cloud is providing visibility into customer issues and helping to provide service trends.
Great Knowledge Management and Einstein, but Pricey
What do you like best about the product?
It’s have knowledge management and einstein
What do you dislike about the product?
high cost and it’s have performance issues
What problems is the product solving and how is that benefiting you?
-
Great Integration Options, but Occasional Performance Issues with Salesforce Service Cloud
What do you like best about the product?
Service cloud has many options to interact with other services and applications. I love the experience of Salesforce service cloud.
What do you dislike about the product?
Sometimes it has some performance issues
What problems is the product solving and how is that benefiting you?
It is very much useful tool for day to day operations and works well with other applications.
Excellent and Intuitive Features, No Major Issues
What do you like best about the product?
I found it to be excellent and very intuitive when it comes to its main features.
What do you dislike about the product?
At the moment, I can't think of any issues, and I've never encountered any significant problems with it.
What problems is the product solving and how is that benefiting you?
The communication and transparency of information with cross-functional teams stand out. I appreciate how information is shared openly, making collaboration smoother and more effective across different departments.
Powerful When Customized, but Service and Sales Should Be Bundled
What do you like best about the product?
I find when setup for the individual client correctly it can be a powerful tool to help move things forward
What do you dislike about the product?
It would be nice if service and sales were a package. I find some clients will one buy 1 and really need both
What problems is the product solving and how is that benefiting you?
The ability to streamline the all the options and have everything in one place and attach to a single company with out having to look at multiple locations for the information
Excellent Customer Service and Email Integration Features
What do you like best about the product?
It is very useful to have customer servicing done.Email to case integration is very useful.
What do you dislike about the product?
Nothing much. All features are good. We love it.
What problems is the product solving and how is that benefiting you?
We resolve Customer problems through email to case.
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