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.
A service cloud that works to our needs
What do you like best about the product?
The customization options on top of a well built service console with security and ease.
What do you dislike about the product?
The amount of training needed to use it.
What problems is the product solving and how is that benefiting you?
Automating workflows and having a hub of data to connect and use.
Efficient way to service customers through omnichannel service
What do you like best about the product?
Centralized place to service customers and utilize tasks and cases in a singular platform
What do you dislike about the product?
Integration to order maintenance and other knowledge bases can be challenging from an efficiency and accuracy standpoint - housing and displaying customer 360 in a digestible manner for customer advocates
What problems is the product solving and how is that benefiting you?
We are looking for it to continue to enhance our customer 360 and ability to efficiently tailor quality service experiences for our customers and associates
Amazing, faster and more valuable
What do you like best about the product?
The ability of elevate the customer experience with the plug and play module has helped in delivering much faster . On top of that we have done autoamtion for self service
What do you dislike about the product?
Ai integration to automate the content and take appropriate action
What problems is the product solving and how is that benefiting you?
Automating the business process. On top of that we can intwgrate with other SF product like MuleSoft has helped in saving to have another api platform
Expansion
What do you like best about the product?
Provides 3x a year releases that enhance the product. Lots of additional product add ons that can expand the use.
What do you dislike about the product?
Need more items that can be available to others besides system admins.
What problems is the product solving and how is that benefiting you?
Customer case management and view into historical interactions allows us to provide hospitality and service Customers better
Excellent
What do you like best about the product?
Customer service and digital engagement and other
What do you dislike about the product?
Nothing, it is a good product in salesforce suite
What problems is the product solving and how is that benefiting you?
Customer service
Easily Support Customers
What do you like best about the product?
We love how easy it has been to setup a global Customer Support team for our customers by providing self-service opportunities through Einstein Bots and a public knowledgebase, as well as making it easy for our Customer Support to manage more difficult problems through Case management.
What do you dislike about the product?
To be honest, I cannot think of many aspects of Service Cloud that I dislike. The only thing I can think of is the overall management of Experience Cloud sites and how it can be a bit clunky to navigate and modify/update the site using the builder.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud allows us to support our customers quickly, and offers ways for them to self-serve their issues without the need to interact with an agent if the problem does not require that level of support.
Great product
What do you like best about the product?
Our service users are able to connect with customers in a whole new way. Having everything at their fingertips when needed has been so beneficial.
What do you dislike about the product?
The complexity on some items when trying to build them out.
What problems is the product solving and how is that benefiting you?
Being able to provide chat functionality to our customers, providing an alternative way to contact us.
Happy Admin
What do you like best about the product?
Easy for customers to connect with our company and get information they need. I've been using this for a few years now and it's incredibly useful for both clients and employees
What do you dislike about the product?
Some customers find the interface unintuitive. I think it's more related to the way I have it set up than anything specific to Salesforce. It's a work in progress
What problems is the product solving and how is that benefiting you?
Easier to connect with our company. Also provides the ability for customers to know what information we have on them and for then to be able to update that information as well
Continual improvements
What do you like best about the product?
Built into Salesforce platform, Service Cloud gives us the functionality we need to support our customers.
What do you dislike about the product?
Bland out of the box experience. Requires customization
What problems is the product solving and how is that benefiting you?
Client satisfaction
Very stable and reliable
What do you like best about the product?
It's reliability and also some specific features like case swarming and it's integration with Slack, automated cases routing (OmniChannel) is also very helpful and allows admins to keep up to speed with business change easily
What do you dislike about the product?
The level of customization required to implement certain capabilities like cases queue visualization and segmentation. Administrator expertise level required is also very intense
What problems is the product solving and how is that benefiting you?
Case management AHT reduction and quality and CSAT improvement. System downtime reduction has been another key benefit for us after migrating from a homegrown tool
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