Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Great 360-Degree Customer View and Omnichannel Features
What do you like best about the product?
The 360-degree customer view and the omnichannel capabilities
What do you dislike about the product?
Cost for small project and it sometimes lets you get complex
What problems is the product solving and how is that benefiting you?
We are using it to create a secure messages (cases) for our members to get there questions answered
Robust and User-Friendly, but a Bit Tedious
What do you like best about the product?
Robust end to end solution and user friendly
What do you dislike about the product?
Somewhat tedious to use with many prompts and details
What problems is the product solving and how is that benefiting you?
Aggregating tcs data
Very good
What do you like best about the product?
Great tool to use. Ease of use is a plus for the org
What do you dislike about the product?
I am having some issues with Service Cloud and would appreciate some assistance, please.
What problems is the product solving and how is that benefiting you?
Ensuring the continued use of systems in the field is important. Regular maintenance helps keep everything running smoothly and prevents unexpected issues from arising during operation.
Great Customization and Features, But Lacks Native Phone Integration
What do you like best about the product?
Easy to customize , lots of functionality
What do you dislike about the product?
Not having native integration for our telephones solution
What problems is the product solving and how is that benefiting you?
Customer support
Great Customization in Health Cloud, but Reporting Needs Improvement
What do you like best about the product?
We use Health cloud. The customization is gtrat
What do you dislike about the product?
reporting is difficult. It’s not possible to run a report with the member plan related to the patient’s appts
What problems is the product solving and how is that benefiting you?
Helping us provide digital health solution for medical practices
Great Daily Salesforce Tool, But Could Use More Default Object Variables
What do you like best about the product?
Really good service for salesforce, my team use it daily.
What do you dislike about the product?
Maybe some others default variables for objects that coould help us
What problems is the product solving and how is that benefiting you?
My company works with service cloud so it helps to resolve cases daily
Great for Entitlements and Milestones, but Omnichannel Needs Improvement
What do you like best about the product?
It helps optimise entitlements and milestones
What do you dislike about the product?
Omnichannel is too slow and redirects a lot
What problems is the product solving and how is that benefiting you?
Agent management
Easy to Use, but Pricey
What do you like best about the product?
Ease of use to provide needed information.
What do you dislike about the product?
I don’t really have anything negative other than cost
What problems is the product solving and how is that benefiting you?
I don’t have anything negative other input to this at this time.
Powerful Customer Service Platform with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it brings together all customer interactions into a single, unified platform. Features like the omni-channel routing, case management, and automation tools make it easy for service teams to deliver faster, more personalized support.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and comprehensive platform, it can be quite complex to set up and manage. Customization options are great, but they often require significant configuration and sometimes developer support, which can slow down implementation.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped us centralize all our customer support activities in one place. Before, we struggled with scattered communication channels and limited visibility into customer interactions. Now, with Service Cloud, cases are automatically routed to the right agents, customer histories are easily accessible, and we can track performance through real-time dashboards.
Efficient Call Handling but Expensive
What do you like best about the product?
I love the intuitive UI of Salesforce Service Cloud that meets our needs, making it ideal for our operations. I appreciate the efficient CTI and knowledge base integrations that streamline our call center processes. The ease of setup was impressive, allowing quick implementation and getting everyone working seamlessly.
What do you dislike about the product?
The cost of user-based licenses for Salesforce Service Cloud is seen as expensive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for our call center, where it streamlines processes with CTI integration and account pop-ups, facilitating quick responses, and providing an efficient multi-tab interface.
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