Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
One stop shop
What do you like best about the product?
Service cloud makes agent intersection faster. I like how easy it is to implement new changes. Faster deployment and change management. Easy to administer compared to other platforms.
What do you dislike about the product?
Analytics for KB article's needs to be improved. Not that we have encountered yet. Nothing yet as current solution will be improved by AI. Looking forward to generative AI.
What problems is the product solving and how is that benefiting you?
Its primary system for agent inspection. All information available for the agent. Yes Agents are more productive using service cloud. Business performance has increased.
nice product
What do you like best about the product?
It has a variety of features.
And all are excellent.
And all are excellent.
What do you dislike about the product?
The only thing is that the license is expensive.
What problems is the product solving and how is that benefiting you?
They help us do our business the best we can.
Great product
What do you like best about the product?
Customer is at the center. We love using it to help them.
What do you dislike about the product?
Permission sets. User creation. Manual work.
What problems is the product solving and how is that benefiting you?
Crm software and assisting our customers.
Dreamforce Review
What do you like best about the product?
Omni Channel routing is super useful and very customizable
What do you dislike about the product?
Some of the older features cannot be customized to our complexity level and require fully custom implementations
What problems is the product solving and how is that benefiting you?
Case management is helpful for our contact centers and for our Sales Reps by gaining insight into comms from clients
Awesome product
What do you like best about the product?
Service cloud has everything one needs to manage their service department.
What do you dislike about the product?
Cases, work orders, all integrate well with sales cloud so adding this is easy!
What problems is the product solving and how is that benefiting you?
Easily assigns classes to the right team.
Service Cloud
What do you like best about the product?
Usability, iterative design capability, intuitive
What do you dislike about the product?
I think the down side is translating our processes to work effectively.
What problems is the product solving and how is that benefiting you?
User related request management
Supports our service channel
What do you like best about the product?
The flexibility and was of configuration supports our ever changing needs. The ability to easily access integrate with our CTI and survey tools to ensure effective CSAT.
What do you dislike about the product?
Cost can be prohibitive on the surface. Be sure to evaluate your goals against the value.
What problems is the product solving and how is that benefiting you?
Track and manage agent productivity. Ensuring prompt customer service for support or information. Automation of manual business processes
Cases
What do you like best about the product?
I really like the Cases functionality to record and report on duplicate or reoccurring issues
What do you dislike about the product?
the queques get cluttered with extra data when importing info on Salesforce cases
What problems is the product solving and how is that benefiting you?
organizing, xollecting and reporting on issues end users are experiencing
Invisible UI.
What do you like best about the product?
UI elements where you normally expect them to be within surprises. Cuts down on our training csts.
What do you dislike about the product?
Not much. New 8ntegratuojs with Einstein will help further the growth
What problems is the product solving and how is that benefiting you?
Provides ready data for the Support teams
Good product easily modifiable
What do you like best about the product?
Very innovative constantly changing. Easy to use
What do you dislike about the product?
Complexity and tech debt of most systems. Can be solved but challenging
What problems is the product solving and how is that benefiting you?
Organization of data and use communications
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