Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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External reviews are not included in the AWS star rating for the product.
Real-Time Insights Elevate Our Workflow
What do you like best about the product?
I appreciate the availability of real-time data analytics, which is incredibly useful for keeping our team constantly informed wherever they are. The ability to access dashboards and reports on the go via mobile is invaluable, especially during meetings, trade shows, and client visits. Additionally, the integration with other platforms like Slack and Tableau enhances our workflow. The return on investment has exceeded our expectations, advancing our data tracking capabilities significantly.
What do you dislike about the product?
I find the user interface could be improved, especially in terms of administration. This is the only complaint I have about the software.
What problems is the product solving and how is that benefiting you?
I find the product provides real-time data access, enabling my team to stay informed and ready for meetings, boosting our efficiency. The dashboards and reporting have significantly improved our tracking abilities and return on investment.
Great Service Integration with Field Service, No Major Dislikes
What do you like best about the product?
The service request and service call are interrupted with field service
What do you dislike about the product?
Not really anything I don’t like, the servic module is integrated with our other Salesforce modules
What problems is the product solving and how is that benefiting you?
Salesforce service cloud integrates with my other services either through Mulesoft to bring all pieces together.
Impeccable Integration and Outstanding Scalability
What do you like best about the product?
I really like the scalability of Salesforce Service Cloud and how it integrates with other systems. It is a fast and intuitive tool, capable of handling a large volume of information without issues. Additionally, I value the ease of creating automated flows and the effectiveness of Omni Channel and Omni Supervisor. Salesforce has also improved a lot by listening to the community, which I consider important.
What do you dislike about the product?
Something that is always checked and curated is the price.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage digital interactions such as reviews and complaints through various channels, including WhatsApp. It facilitates case routing and monitors activities with Omni-supervisor, improving our response capability and customer interaction.
Great for Tracking Sales, But Pricey and Outdated
What do you like best about the product?
Easy to track customer service calls and team performance
What do you dislike about the product?
Feels expensive and outdated, doesn’t sync with rest of the enterprise data
What problems is the product solving and how is that benefiting you?
Tracking customer issues and complaints
Efficient Automation Tools, but Cost Add Up for Small Teams
What do you like best about the product?
What I appreciate most are the automation tools, particularly case routing, macros, and auto-responses. These features save me a significant amount of time and make sure that customer inquiries are managed both consistently and efficiently.
What do you dislike about the product?
The expenses can accumulate rapidly, particularly if you require extra licenses or want access to premium features. While it is an excellent system overall, it may not be the most affordable option for smaller teams.
What problems is the product solving and how is that benefiting you?
This tool has addressed the difficulty of manually managing a high volume of customer requests. Thanks to features like automated routing, macros, and templates, we are now able to process more cases in less time while providing consistent, high-quality responses.
Customer management expected to improve with enhanced AI capabilities
What do you like best about the product?
I am pleased that there were no difficulties in the setup process thanks to the training conducted by Salesforce Korea. Additionally, there is great anticipation for the assistance companies receive in transitioning to AI, and it is positive that they receive customized training tailored to their needs.
What do you dislike about the product?
There isn't any yet.
What problems is the product solving and how is that benefiting you?
I have heard and know that Salesforce Service Cloud is very helpful for companies transitioning to AI.
Promising Features, But Moderately Difficult Setup
What do you like best about the product?
I appreciate the centralization of customer complaints within Salesforce Service Cloud, which allows for better tracking and improved customer service. I find the approval process, case stage tracking, and service escalation process particularly useful. The increased visibility of cases for our sales and customer service departments is also beneficial.
What do you dislike about the product?
I find the setup process of Salesforce Service Cloud to be moderately difficult.
What problems is the product solving and how is that benefiting you?
I will streamline our customer complaint process, centralizing it in a single platform and attaching cases to Salesforce records, improving tracking and enhancing customer service.
Great Case Management and Integration, but Knowledge Editor Needs Improvement
What do you like best about the product?
It offers one stop place for handling cases, escalations, assignments. Also closely integrates with experience cloud for best user experience
What do you dislike about the product?
Need to have knowledge editor be more powerful to offer other capabilities.. perhaps now best to integrate with Agentic capabilities
What problems is the product solving and how is that benefiting you?
Case management and ease of tracking history with a customer
Streamlined Fundraising with Salesforce Service Cloud
What do you like best about the product?
I really appreciate how after implementation, Salesforce Service Cloud becomes easy to use and how it helps in organizing things more efficiently. I find the case creation and queuing system particularly useful for managing donor inquiries and issues effectively. Overall, my experience has been positive, and I am very likely to recommend it. I would even give it a 10 out of 10 for its benefits.
What do you dislike about the product?
I found the setup process to be a bit unpredictable, experiencing both challenges and smooth moments. While using an implementation partner helped, the initial setup wasn't entirely straightforward.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for creating and managing cases about donor inquiries and platform issues, enhancing fundraising efforts and organizer coordination.
A fantastic platform to track service related efforts to resolve customer needs
What do you like best about the product?
While the out of the box solution easily meets the needs of small and large organizations, the flexibility in which the platform can be configured means it can be tailored to the unique needs of your processes and the way you service your customers. Matched with some of the most forward thinking features, this is a must see solution for service needs.
What do you dislike about the product?
Service cloud can carry costs; however, this is an investment that is worth making.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud makes is easy to validate support entitlement and route customers to the appropriate tiered service, and product skill set.
It also keeps communication, internal case notes, related files, and even related knowledge articles consolidated with the case for current and future reference.
It also keeps communication, internal case notes, related files, and even related knowledge articles consolidated with the case for current and future reference.
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