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.
Love service cloud
What do you like best about the product?
360 view of customer and next steps on how to help
What do you dislike about the product?
can be overly complex at times especially with entitlements
What problems is the product solving and how is that benefiting you?
Next best actions and shared best practices
Streamlined Case Management with Seamless Integration
What do you like best about the product?
I appreciate Salesforce Service Cloud's ability to handle cases and calls, allowing visibility across user interactions. The command center's look and feel is incredibly important, as it centralizes information from other ticketing systems. I find the unification and AI capabilities embedded in the platform critical for its usefulness.
What do you dislike about the product?
The IT service management feature in Salesforce Service Cloud seems to be newly introduced, and I'm not entirely convinced of its quality yet. I'd like to see it become more mature and robust to ensure it is top-notch and unparalleled compared to competitors.
What problems is the product solving and how is that benefiting you?
I use the product for case deflection and seamless user interaction tracking, reducing message repetition and boosting efficiency in resolving complex cases.
Powerful Automation, Essential for Regulated Industries
What do you like best about the product?
I appreciate the automation features in Salesforce Service Cloud, which significantly improve our case management by enabling quicker resolution times. Additionally, the routing policies enhance our overall efficiency. The robust features and seamless integration with other products we use make this service indispensable.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be a bit complicated, especially given our use case in a heavily regulated industry like healthcare. We needed to bring in a consultant group to assist us with the setup process.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud enhances our patient case management with automation and routing policies, resulting in quicker resolution times.
Great for Efficiency, Challenging Learning Curve
What do you like best about the product?
Maximizing efficiency with our data and salesforce
What do you dislike about the product?
Just the learning curve and using the application and using it well
What problems is the product solving and how is that benefiting you?
Currently just learning how to use the application
Great Omni-Channel Routing, but Email Case Size Limits Are Frustrating
What do you like best about the product?
Omni channel case routing is my favorite feature
What do you dislike about the product?
Limitations in email to case size limits
What problems is the product solving and how is that benefiting you?
All service realed things
Great Omnichannel Features, but Pricey for Some
What do you like best about the product?
The omnichannel functionality is by far one of salesforce’s best products.
What do you dislike about the product?
The price is a bit higher. But it contains far more functionality for the cost with the heightened architecture.
What problems is the product solving and how is that benefiting you?
It’s helping us really have a handle on the incoming support tickets that get triaged appropriately in a multitude of different ways it provides our customers the ability to successfully satisfy issues and cases much faster and with a better user experience
Great Automation, but Salesforce Pricing Keeps Rising
What do you like best about the product?
Automate and flexible and easy to plug on
What do you dislike about the product?
about the price of saleforce that increases everyone
What problems is the product solving and how is that benefiting you?
Can handle customer with single step
Great for Tracking Customer Data, but Lengthy Implementation
What do you like best about the product?
Trackimg all customer data in a integrantes way
What do you dislike about the product?
Implementarion was long and customizarions are complicated
What problems is the product solving and how is that benefiting you?
It allows me to assist customers more quickly.
Great Case Logic and Interface, but Queue Management Needs Improvement
What do you like best about the product?
Logical processing of cases, easy interface
What do you dislike about the product?
Managing queues should be something super users can do (not dependent on an admin).
What problems is the product solving and how is that benefiting you?
Business user questions, training, bugs.
Easy Setup and Support, but Complexity Can Be a Challenge
What do you like best about the product?
Easy to configure, support processes. Salesforce is great innovative company
What do you dislike about the product?
Can become too complex, difficult to change if it has become complex
What problems is the product solving and how is that benefiting you?
Automate service
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