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.
Streamlined Case Management with Intuitive Setup
What do you like best about the product?
I appreciate how Salesforce Service Cloud streamlined our case management, making it very easy and organized when moving cases between lines of business. The setup process was remarkably straightforward, with the standard functionality proving highly useful. Case management, lead creation, analytics, and reporting are particularly beneficial features.
What do you dislike about the product?
I find the need for customization a bit excessive. While the standard functionality is useful, there is a desire for more built-in features to reduce the amount of additional customization required.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines our case management, making it easy and organized to move cases. The product's functionality and ease of setup significantly help with lead and opportunity management, improving output and efficiency.
Great for Data Organization, But Missing AgentForce!
What do you like best about the product?
Being able to organize and analyze our data.
What do you dislike about the product?
That AgentForce isn’t included!!!!!!!!!!
What problems is the product solving and how is that benefiting you?
Allowing us to manage and process payments to our grantees
Excited About Service Cloud's Omni-Channel and Voice Features
What do you like best about the product?
What I like the best on Service cloud is the Omni channel capability as well as the way it is evolving in terms of leveraging agent force as well as you know the agent for Voice being the latest. I’m really excited to utilize it.
What do you dislike about the product?
Well, I do not have any dislikes. I would rather say that I had a wish that Service Cloudq could expand out into the IT SM side of things now that I believe we are already in that space moving towards it so I’d rather more happy.
What problems is the product solving and how is that benefiting you?
Essentially, it addresses the needs of users, particularly those in Customer Support. It helps them by simplifying their work and, in turn, making their lives easier. The changes it brings can have a positive impact, streamlining their daily tasks and improving their overall experience.
Powerful Case Management, but Complexity and Performance Can Be Issues
What do you like best about the product?
Case Management and omni channel routing. Knowledge base and service console
What do you dislike about the product?
Service Cloud is powerful but can feel complex to use and configure. It sometimes takes too many clicks to perform simple actions, and performance can slow down with heavy customizations.
What problems is the product solving and how is that benefiting you?
Email to case. The best feature available.
Centralizes all customer issues and requests
Centralizes all customer issues and requests
Great for Uniting Customer-Facing Teams
What do you like best about the product?
Brings the customer facing team together
What do you dislike about the product?
complex to navigate or customize at times
What problems is the product solving and how is that benefiting you?
Brings cs teams and clienys together
Effortless Case Management with Mobile Accessibility
What do you like best about the product?
I find Salesforce Service Cloud straightforward and simple for basic tracking needs. Its ability to manage proper SLAs ensures nothing is missed for customers, which helps us react to customer information efficiently. I also appreciate the trackability and reporting, which keeps service request aging in check and has overall been beneficial. Furthermore, its easy accessibility through mobile devices is a significant plus.
What do you dislike about the product?
No issues at this point
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate manual processes, improving case management and service report tracking, ensuring proper SLAs, and providing straightforward customer information reaction.
Service Cloud Streamlines Support and Enhances Customer Experience
What do you like best about the product?
Service cloud cloud in enables, our support team to streamline communication across different support channels and improve the customer experience
What do you dislike about the product?
There’s not much we don’t enjoy about service cloud
What problems is the product solving and how is that benefiting you?
Enabling our customers to work with our support team across multiple channels, and provide them with insight into their inquiries through the experience cloud
Outstanding Omni-Channel Features and Customizability
What do you like best about the product?
The omni-channel features stand out as the best aspect. I also appreciate the ability to capture cases accurately.
What do you dislike about the product?
Nothing in particular stands out. The product is completely customizable.
What problems is the product solving and how is that benefiting you?
How can we effectively capture our interactions with clients and ensure that incidents are reported accurately?
Great for Case Management, but Needs Better Data Governance
What do you like best about the product?
This tool is capable of handling end-to-end case management for support, making the entire process more streamlined and efficient.
What do you dislike about the product?
Managing data governance and ensuring visibility remain challenging aspects.
What problems is the product solving and how is that benefiting you?
Handling cases and support deflection has been a key aspect of my experience. The process of managing cases is straightforward, and the support deflection features help reduce the number of incoming requests by guiding users to helpful resources. Overall, these tools make it easier to address issues efficiently.
Flexible, Easy to Use, and Truly Amazing
What do you like best about the product?
Everything is flexible and easy to use everything is good
What do you dislike about the product?
Nothing. I really love it. It’s amazing!
What problems is the product solving and how is that benefiting you?
My operaciones are better
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