Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Great Navigation with Service Console, Needs More Time-Saving Features
What do you like best about the product?
Service console makes it easy to navigate
What do you dislike about the product?
Possibly providing more time saving mechanics
What problems is the product solving and how is that benefiting you?
Helps save our customer service team time by automating mundane tasks
Great Automation and AI, but Setup and Case Management Need Improvement
What do you like best about the product?
The integrated knowledge base, along with the robust automation and AI features, really stand out. These elements work together to enhance the overall experience and make tasks more efficient.
What do you dislike about the product?
The setup and configuration process is quite complex, and managing case duplication can be challenging.
What problems is the product solving and how is that benefiting you?
Improved efficiency means that agents are able to resolve cases more quickly and manage a greater number of interactions within the same amount of time. This leads to higher customer satisfaction, as faster and more personalized support helps to build trust and foster loyalty.
Great Reactivity, But Poor Ergonomics
What do you like best about the product?
Reactivity through escalation rules making processes smoother
What do you dislike about the product?
Not always easy to implement as an integrator
What problems is the product solving and how is that benefiting you?
IT permis to increase productivity and reduce problem solving time
Great Customer Overview, but Console Performance Needs Improvement
What do you like best about the product?
Ability for an agent to get overall view of the customer in the console
What do you dislike about the product?
The console is slow compared to other tools
What problems is the product solving and how is that benefiting you?
Ability to quickly provide features to business so they can provide customers the support needed
Ease of Setup, But High Cost
What do you like best about the product?
I love how Salesforce Service Cloud makes us more agile and faster in providing services, improving the interconnection between them. The accessibility and ease of configuration of the services are especially useful for us. Additionally, the support received from Salesforce partners during the initial integrations was crucial.
What do you dislike about the product?
The price of Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
We are much more agile and faster in providing our services and they are better interconnected.
Great Data Consolidation, But Dislike the Rising Renewal Costs
What do you like best about the product?
Consolidate all data in one place. It’s good
What do you dislike about the product?
Pricing increase every renewal, it’s not the pay per use
What problems is the product solving and how is that benefiting you?
Help me to catch up the latest info from customer
Unified Customer Interactions, but Setup Can Be Complex
What do you like best about the product?
What stands out to me about Service Cloud is how it brings all customer interactions into one unified workspace. From email and chat to social media and calls, agents have everything at their fingertips.
What do you dislike about the product?
Service Cloud is powerful, but it can be complex to set up, and some features require training or admin support to use effectively.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of disconnected customer interactions by centralizing all touchpoints in one platform. It also automates case routing, provides AI insights, and supports omnichannel communication — which helps me resolve issues faster, stay organized, and deliver a better overall customer experience.
Effortless Setup and Powerful Case Management
What do you like best about the product?
I find Salesforce Service Cloud incredibly useful for case management and enhancing customer service. Its setup is straightforward and self-explanatory, making implementation easy. The features, like omnichannel and skill-based routing, are particularly beneficial. The sentiment analysis improves customer interactions by helping representatives understand customer needs better.
What do you dislike about the product?
I would like to see better case routing. Specifically, I think the process could be enhanced with agents conducting the initial case routing and attempting to solve the cases before they are handed over to a human agent for further resolution.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer service with case management and sentiment analysis, improving problem comprehension and conversations.
Great Cases, But Nothing to Dislike
What do you like best about the product?
We use cases for shipping issues as well as product issues
What do you dislike about the product?
Out of thr box offerings. System requires a lot of customization
What problems is the product solving and how is that benefiting you?
We use it to track performance on projectsz
Reliable Solution That Works Smoothly for Every Case
What do you like best about the product?
Best solution to hep any case we needed to solve
What do you dislike about the product?
Everything works very smooth and good way
What problems is the product solving and how is that benefiting you?
We do not face problem yet
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