Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great Case Management, But Lacks Rep Interactivity and AI Insights
What do you like best about the product?
Case management, case assignment, case routing
What do you dislike about the product?
Needs to be more rep interactive like AI insights
What problems is the product solving and how is that benefiting you?
AI capabilities
Excellent Usability and CRM Integration
What do you like best about the product?
Great usability, connected to crm sales and marketing
What do you dislike about the product?
We have no Einstein available for all licenses
What problems is the product solving and how is that benefiting you?
Maintainence and customers claims
A Comprehensive Solution for Global Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud supports our learners globally by allowing issues to be managed efficiently through the case management solution. The setup was straightforward, reinforcing Salesforce’s reputation for ease of use. It offers a comprehensive package with all necessary features, making it invaluable.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to efficiently manage global learner support requests at Coursera, allowing smooth case management and agent collaboration.
Powerful and Customizable, but Requires Careful Management
What do you like best about the product?
It’s so robust and customizable to our orgs needs.
What do you dislike about the product?
If we are not very careful it can get away from us.
What problems is the product solving and how is that benefiting you?
Agents and internals
Easy Navigation Makes It Stand Out
What do you like best about the product?
Easy to navigate to functions and jump between tabs
What do you dislike about the product?
I don’t really have any feedback regarding this topic
What problems is the product solving and how is that benefiting you?
It does all our ticket management triaging
Sales Enablement Director
What do you like best about the product?
ease of use and functionality; support services
What do you dislike about the product?
it supports classic; think it should be sunset
What problems is the product solving and how is that benefiting you?
workflow, tracking
Great Single-Screen Experience, but Setup Can Be Complex
What do you like best about the product?
I love the ability to use service cloud voice in a single screen over the rest of salesforce.
What do you dislike about the product?
It needs quite a bit of configuration to get it how we think we need it.
What problems is the product solving and how is that benefiting you?
A telephony solution that works with the whole ecosystem.
Great Integration with App Exchange, but Classic Support Is Frustrating
What do you like best about the product?
Service Cloud is able to integrate with other apps on the app exchange to provide solutions for service managers.
What do you dislike about the product?
I wish Classic would no longer be supported. ☺️
What problems is the product solving and how is that benefiting you?
We are bringing an automated case creation solution that will reduce case completion turnaround time for our account management team.
Easy Request Management, but Automated Email Issues
What do you like best about the product?
The ease of use and ability for our customers to submit requests and our support teams to work queues. Also, the ability for all departments to view customer requests.
What do you dislike about the product?
The automated emails can run into issues with responses to closed cases.
What problems is the product solving and how is that benefiting you?
The speed of helping support our customers and keeping all teams aware of product issues
Versatile and Customizable, but Pricing Is a Downside
What do you like best about the product?
Extremely versatile and easy to customize
What do you dislike about the product?
I would like to see more reasonable pricing
What problems is the product solving and how is that benefiting you?
We are able to track calls and service requests
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