Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Great Salesforce Integration, Needs Better Third-Party Data Connectivity
What do you like best about the product?
I really appreciate how seamlessly it integrates with the Salesforce ecosystem, offering great flexibility in preparing data for AI applications.
What do you dislike about the product?
Connecting to third-party internal data sources could be more seamless.
What problems is the product solving and how is that benefiting you?
We are currently assessing how it could benefit YouTube consumer support at Google.
Great Ticketing System, but Needs Better Data Integration
What do you like best about the product?
The ticketing system is amazing . it’s something really helps manage work orders efficiently
What do you dislike about the product?
It’s very important to have systems connected . Even with service cloud , unless your customer data is connected it’s won’t reach its full potential
What problems is the product solving and how is that benefiting you?
Managing the work order system efficiently , as the older system we used didn’t have history stored . This really helps us look back to the history of work orders for a customer
Easy to Use with great analytics
What do you like best about the product?
This tool is easy to use and offers valuable insights, along with excellent analytics.
What do you dislike about the product?
The cost, as well as expenses for training, customization, and upgrades, can be challenging.
What problems is the product solving and how is that benefiting you?
AHT , FCR
Great for Team Alignment, but Customization Can Be Clunky
What do you like best about the product?
Easily aligns teams across different processes
What do you dislike about the product?
Some processes can be clunky or not customisable enough for our org
What problems is the product solving and how is that benefiting you?
Forcing teams into one channel of communication means that we don't miss any updates from any team
Easy Onboarding, but Setup Can Be Tricky
What do you like best about the product?
Ease of use to onboard. Quick out of the box features
What do you dislike about the product?
Can be complicated for some setups for administration of flows
What problems is the product solving and how is that benefiting you?
First level support fo questions
Easy to Use with Comprehensive Features—No Complaints About Service Cloud
What do you like best about the product?
Ease of use for our user and comprehensive feature set.
What do you dislike about the product?
Nothing to dislike with our service cloud implementation.
What problems is the product solving and how is that benefiting you?
Call center call and task management in an efficient and transparent manner.
Great Platform for Customer Service and Reporting
What do you like best about the product?
The auto email to case to service our customer agents when customers call in and all the reporting that can be done from this.
What do you dislike about the product?
Nothing really- it has a been great platform for our company and working with our IT developers.
What problems is the product solving and how is that benefiting you?
Before customer service were tracking all of their customer meter actions through email and with email retention that interaction would get lost- implementing the auto email to case has been a great added value.
Intuitive and Customizable
What do you like best about the product?
The SalesForce is intuitive yet highly customizable.
It serves as a great CRUD source of truth for our operations.
It serves as a great CRUD source of truth for our operations.
What do you dislike about the product?
Some of the customization options are difficult to configure.
As a data scientist I've found it a bit difficult to do proper aggregations.
As a data scientist I've found it a bit difficult to do proper aggregations.
What problems is the product solving and how is that benefiting you?
It is the core of our case management system. used by our customer services team.
It helps us track and update all cases related to a lot of different business processes and patient & provider requests.
It helps us track and update all cases related to a lot of different business processes and patient & provider requests.
Boosts Efficiency, Strong Community Support
What do you like best about the product?
I value the time-saving features Salesforce Service Cloud offers, especially compared to ServiceNow. I find the automation capabilities particularly beneficial as they significantly reduce repetitive tasks for our agents. Additionally, I appreciate the supportive community, customization, and ease of use, which enhance our overall experience.
What do you dislike about the product?
The entitlements process
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud saves my team significant time with streamlined processes over ServiceNow and automates numerous tasks using flows. This optimizes our operations and enhances productivity.
Streamlined Workflows, Smart Automation with Salesforce
What do you like best about the product?
I find the automation processes in Salesforce Service Cloud incredibly valuable, as they help manage a huge volume of cases, around 60,000 a month, and reduce the need for manual agent time significantly.
What do you dislike about the product?
I find the initial setup of Salesforce Service Cloud somewhat challenging due to the complexities involved in workflows and architecture, leading to delays in UI response. Over time, as business requirements became more complex, it added to the difficulty. Additionally, the user interface could be more flexible and optimized for a better experience.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate 60,000 monthly cases, reducing agent workload and streamlining case management through automated processes and planning, allowing focus on other tasks.
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