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.
Powerful Command Center, but Access Rules Can Be Complicated
What do you like best about the product?
The Command Center feature stands out as a powerful tool for agents providing service.
What do you dislike about the product?
At times, I find that the access rules can be quite complex to set up and implement.
What problems is the product solving and how is that benefiting you?
The team demonstrates great fluidity and shares knowledge effectively, which contributes to the rapid resolution of issues.
Great Case Management Features
What do you like best about the product?
Case management useable is nice to use!!
What do you dislike about the product?
It’s expensive and bit complicated…………..
What problems is the product solving and how is that benefiting you?
Case management
Reliable for Customer Case Management with Omnichannel Strength
What do you like best about the product?
I appreciate Salesforce Service Cloud's omnichannel functionality, which has proven to be very useful for our organization. The ease of setup without needing additional configuration, apart from setting up 'email to case,' enhances its usability. Its ability to quickly solve cases and provide customer relief is significant, making it an indispensable tool for us.
What do you dislike about the product?
Nothing much
What problems is the product solving and how is that benefiting you?
I find the product excels in quick case resolution, providing customers with the relief they request efficiently.
Great for Case Deflection, Needs Better Account Reporting
What do you like best about the product?
Knowledge works exceptionally well for case deflection. It effectively helps users find the information they need, reducing the number of support cases.
What do you dislike about the product?
I would love to see a more service centric account view with standard reports on the account page
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us address case deflection by leveraging its knowledge features, which has benefited my company by decreasing the number of cases we receive.
Efficient Case Assignment, but Web-to-Case and Email Issues Persist
What do you like best about the product?
Cases can be automatically assigned based on criteria like issue type, priority, or agent skill using Assignment Rules or Omni-Channel Routing, which ensures faster responses and balanced workloads.
What do you dislike about the product?
Sometimes the web to case or case to email doesn’t work correctly.
What problems is the product solving and how is that benefiting you?
We are able to use cases to figure out what is going wrong for our clients.
Powerful Customer Service Centralization, but Setup Can Be Overwhelming
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes and streamlines customer service operations. It allows support agents to have a 360-degree view of each customer, including case history, interactions, and preferences, which makes resolving issues much faster and more personalized.
What do you dislike about the product?
One thing I find challenging about Salesforce Service Cloud is that it can be quite complex to set up and customize, especially for organizations with unique processes. Sometimes, navigating through all the features, configurations, and automation options can feel overwhelming for new users. Additionally, while it’s extremely powerful, certain advanced features may require additional training or development resources to fully leverage, which can slow down initial adoption.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves several key challenges in customer service and support. It centralizes customer information, allowing agents to see a complete view of each customer’s history and interactions. This reduces response times, avoids repeated explanations from customers, and ensures a more personalized experience. It also automates routine tasks—like case routing, follow-ups, and knowledge base suggestions—freeing up agents to focus on more complex issues.
Excellent Interfaces and Impressive Patches—An Awesome Platform
What do you like best about the product?
I find the interfaces to be excellent, and the patches released are truly impressive.
What do you dislike about the product?
There isn't anything in particular to point out—it's simply an awesome platform.
What problems is the product solving and how is that benefiting you?
The field service management and feedback consolidation features are notable aspects of this product.
Amazing Product That Simplifies Business, With Room for Local Apex Compiling
What do you like best about the product?
It is an amazing product that make business Easy to be build abs lunch, reducing time on repetitive things, and make the time to be spent on what matters.
What do you dislike about the product?
Nothing, as a Dev my self, some level of local apex compiling would be great.
What problems is the product solving and how is that benefiting you?
Infrastructure, time and instabilities.
Seamless Integration with Sales Cloud for Unified Business Control
What do you like best about the product?
Integrated capabilities with Sales cloud gives an enterprise complete and unified control over it's business operations.
What do you dislike about the product?
None at this moment
Not applicable. None
Not applicable. None
What problems is the product solving and how is that benefiting you?
Business service operations across multiple channels leveraging the power of AI
Consistent Service and 360° Customer View with Seamless Data Sharing
What do you like best about the product?
It’s systematic for our service entities to work on a consistent and effective way.
It shares common customer contact data with other clouds like sales clouds which potentially allows us to have 360 view of customers
It shares common customer contact data with other clouds like sales clouds which potentially allows us to have 360 view of customers
What do you dislike about the product?
It can be further in sync with other master data systems like S4
What problems is the product solving and how is that benefiting you?
Allow us to respond to customer request & issues
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