Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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Highly recommend
What do you like best about the product?
Ability to configure it to our business needs.
What do you dislike about the product?
Could use more templated builds for faster implementation
What problems is the product solving and how is that benefiting you?
Key integration with legacy systems.
Great Tool for Efficient Case Management and Team Collaboration
What do you like best about the product?
It helps out operations team manage the cases that come in from clients and work with internal teams to resolve them.
What do you dislike about the product?
I don't have any concerns at the moment. We mainly use it for case management and it does well.
What problems is the product solving and how is that benefiting you?
Previously client issues were resolved via email, which made tracking difficult
Good solution
What do you like best about the product?
Flexibility of solutions to build for our specific solution
What do you dislike about the product?
Don't know enough yet to dislike anything
What problems is the product solving and how is that benefiting you?
Case management to assign co tract trainings
Great for 360° Account View, but Reporting Needs Improvement
What do you like best about the product?
Connect cases with account information for a full
360 view
360 view
What do you dislike about the product?
Reporting is clunky and hard to generate
What problems is the product solving and how is that benefiting you?
Giving us a complete 360 review between our accounts and our tickets
AgentForce Boosts Service Cloud, but Training Takes Too Long
What do you like best about the product?
AgentForce for service cloud and AgentForce voice
What do you dislike about the product?
Training Time and agent configuration with routing
What problems is the product solving and how is that benefiting you?
Service cloud with Amazon connect causing issues for agents and members
director of marketing
What do you like best about the product?
The unified channel management offerings
What do you dislike about the product?
The number of steps and learning curve for adoption for new team members
What problems is the product solving and how is that benefiting you?
Carrying knowledge about individual cases forward between customer service reps
Great Features, but Customization Needs Improvement
What do you like best about the product?
Too much features are really good, not just 1
What do you dislike about the product?
The Customization must to be more friendly
What problems is the product solving and how is that benefiting you?
Several problems, I’m happy using SSC
Powerful Customization and Integration, but Steep Learning Curve
What do you like best about the product?
You're able to leverage The customizations of the Salesforce ecosystem and integration with other verticals like sales, marketing, operations now XR.
What do you dislike about the product?
Can often be daunting to the match proper case processes for the initiated but leveraging resources can help.
What problems is the product solving and how is that benefiting you?
Helping track our customer service cases and resolution for customer success.
Great Voice Features, but Console View Can Be Confusing
What do you like best about the product?
Voice is cool and I like the ability to use cases
What do you dislike about the product?
Console view is a little confusing sometimes
What problems is the product solving and how is that benefiting you?
Customer service
Highly Customizable and Efficient Multitasking with Service Cloud Console
What do you like best about the product?
Service Cloud Console is super customizable. Agents have the ability to multitask easily all from one browser window.
What do you dislike about the product?
Sometimes the platform errors but no usable data is available to tell us what the issue is.
What problems is the product solving and how is that benefiting you?
Service Cloud Console gives the team the ability to multitask easily. They can take live chats, phone calls and work on special projects from one browser window.
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