Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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External reviews are not included in the AWS star rating for the product.
Great for Case Optimization, Needs Improvement in Organization Assignment
What do you like best about the product?
Case optimization and assignment to users
What do you dislike about the product?
Organizations and assign the cases to right set to users
What problems is the product solving and how is that benefiting you?
All good
Service cloud review
What do you like best about the product?
Everything in one place regarding service
What do you dislike about the product?
I don't have any specific dislikes about it
What problems is the product solving and how is that benefiting you?
One centralized service
Great Usability, Expensive for Call Center Optimization
What do you like best about the product?
I find the CTI and IVR integration very useful for optimizing call center operations and agent case resolution. The setup process was not difficult, which was a significant relief. The usability of Salesforce Service Cloud is impressive, making it a platform I would choose again. I am very likely to recommend it to others, which reflects my satisfaction and confidence in the service.
What do you dislike about the product?
I find the cost of using Salesforce Service Cloud to be quite high.
What problems is the product solving and how is that benefiting you?
We use Salesforce Service Cloud for call center optimization and agent case resolution, leveraging CTI and IVR integration for efficiency.
Intuitive UI and Efficient Case Management with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud's intuitive UI, which made it a straightforward choice without considering other vendors. The omnichannel capabilities and knowledge base are crucial, allowing reps to understand and resolve customer queries efficiently. The integration of email to case enhances efficiency with entitlements and milestones, enabling proactive customer engagement. The initial setup was easy due to an existing account structure, making it simple to enable key features like case management and configure SLAs. The ability to identify and use the Salesforce Experience Cloud for self-service has been beneficial, and I find the platform getting more intuitive and easier, driving a decision to definitely buy it for any other departmental needs.
What do you dislike about the product?
I think the ability to configure the console to have more options is something that I would like to change.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline customer case management, solving queries and troubleshooting efficiently through omnichannel capabilities and proactive responses, boosting satisfaction.
Streamlined Customer Service with Room for More AI
What do you like best about the product?
I appreciate the seamless integration within the Salesforce ecosystem, which enhances our operations. The guidance from the team during setup was excellent, making the process smooth. The platform effectively manages our customer service, saving me significant collaboration time. Furthermore, the ticket management and any-side inbox features are incredibly beneficial for our operations.
What do you dislike about the product?
I would appreciate more AI features and the platform being more agentic. Also, I believe that making the UI more intuitive and easier to use across the organization would be beneficial.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage customer service, saving us hours by streamlining collaboration, cutting support times, and providing a unified account view.
Cloud Service with a Natural Orientation
What do you like best about the product?
The service naturel orientation of the cloud
What do you dislike about the product?
One can struggle tot fulltime benefit from it
What problems is the product solving and how is that benefiting you?
Letting us chat with each other is a feature.
Great Features and Easy Setup, but Integration Can Be Tricky
What do you like best about the product?
Ease of setup and the variety of features
What do you dislike about the product?
sometimes difficult to connect with our homegrown products
What problems is the product solving and how is that benefiting you?
Bringing centralized visibility to our agents
No Strong Feelings About This Product
What do you like best about the product?
its ability to increase both agent productivity and customer satisfaction through features like AI-powered automation, case management, and a unified, omnichannel console
What do you dislike about the product?
platform expensive, particularly because they may not use all the features, and feel trapped by contracts, while the complexity requires extensive training for effective use
What problems is the product solving and how is that benefiting you?
Helping find information for our company to. Help use with needs
Effective Multi-Channel Transformation with Salesforce Service Cloud
What do you like best about the product?
I love the ability of the Service Cloud to easily switch from one channel to another, which makes interaction with customers very smooth, no matter their preferred channel. The ergonomics are seamless, and the ease of use, especially for handling calls, emails, and web forms, is a real asset. The supervision features are very powerful, making management more efficient. The single platform for interacting with customers enhances the service's efficiency. Additionally, the integration with the agent force part makes the service very competitive.
What do you dislike about the product?
I find that better integration with the marketing part of Salesforce Service Cloud would be desirable.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to interact effectively with customers across different channels, which simplifies multichannel management and improves the customer experience.
Transformative for Case Management and Team Efficiency
What do you like best about the product?
I find Salesforce Service Cloud incredibly convenient to use, and it has been very beneficial for case management and handling. It significantly reduces resolution times and enhances management efficiency when set up properly. The service cloud is easy to set up, which has been advantageous in my role as a ProServe consultant.
What do you dislike about the product?
Convenient and easy to use
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud extremely beneficial for case management, reducing case resolution times and improving internal ticket management.
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