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.
Flexible Integration with a Steep Learning Curve
What do you like best about the product?
Service Cloud enables us to integrate smoothly with a range of different tools and can be tailored to suit various aspects of our business, all while preserving a consistent global framework.
What do you dislike about the product?
The learning curve can be quite steep, and it demands that we have experts and sufficient resources available who are prepared to delve deeply in order to make it effective for our users.
What problems is the product solving and how is that benefiting you?
How can we integrate our customer service and technical support to create a smooth, unified experience for our customers?
Great for Centralizing Customer Interactions, but Limited Global Voice Access
What do you like best about the product?
This tool enables us to bring together all our customer interactions from various platforms, including email, phone, live chat, and even WhatsApp.
What do you dislike about the product?
As a global organization, we have found that Service Cloud Voice does not currently provide access in every country. This limitation has been a challenge for our international operations.
What problems is the product solving and how is that benefiting you?
It has made it easier for us to track our interactions with members.
Great Support from Helpful Agents, No Dislikes So Far
What do you like best about the product?
The agents that help you is very user friendly
What do you dislike about the product?
I haven't seen anything i dislike at the moment
What problems is the product solving and how is that benefiting you?
Getting to ticket information faster and providing detailed insights
Flexible Maintenance Management, but Dispatcher Needs Improvement
What do you like best about the product?
We selected this solution due to the outstanding flexibility it provides in organizing and overseeing our technicians' maintenance tasks.
What do you dislike about the product?
We use it for field service, but I've found that the dispatcher feature isn't as well optimized or as flexible as the other parts of the system.
What problems is the product solving and how is that benefiting you?
Covers the entire maintenance cycle, whether it's scheduled or reactive.
Great Integration Potential, but Core Process Challenges Remain
What do you like best about the product?
How can I integrate the various processes for my business and enhancement them
What do you dislike about the product?
Up to now, we have encountered some challenges with a few core processes, but our vendor is making efforts to assist us.
What problems is the product solving and how is that benefiting you?
This tool allows me to clearly view the workflow of processes, which helps improve and develop my technical skills.
Comprehensive Solution with Salesforce, Information Challenges
What do you like best about the product?
I like how Salesforce perfectly adapts to our organization's processes, improving efficiency and human resources through advanced technology. I appreciate the automation and standardization of processes, as well as the parameterization functions that support areas such as security, finance, and legal, making the platform a comprehensive solution. I also value Salesforce's ability to integrate with other tools like Tableau and SAP, which helps us automate processes and reduce human errors.
What do you dislike about the product?
I feel that Salesforce Service Cloud lacks more comprehensive and digested information about its functionalities. This insufficiency limits me from fully exploiting the tool and taking advantage of everything it offers. During the expo in San Francisco, I was able to see the large number of available functionalities, which made me realize that there is a notable lack of access to this information in a clear and structured manner. Additionally, during the implementation of Salesforce, we have encountered some resistance from people to adopt new technologies and digital processes, which has further complicated the integration process.
What problems is the product solving and how is that benefiting you?
I use Salesforce to automate processes, minimize human errors, improve human resource efficiency, and align call center processes, which will boost the organization's future profits.
Absolutely Love Everything
What do you like best about the product?
The host of features that service cloud has
What do you dislike about the product?
More interactive reports and dashboards.
What problems is the product solving and how is that benefiting you?
Managing the licenses renewals
Great New Agentforce Features in Service Cloud
What do you like best about the product?
I like the new agentforce capabilities that come with service cloud
What do you dislike about the product?
Things are always moving around , what might have been a feature at one place will be moved somewhere else in the next few months
What problems is the product solving and how is that benefiting you?
We are not using all service cloud features affectively in my company. We dont have a service agents at our end yet
Great Case Management and Omnichannel Features, No Complaints
What do you like best about the product?
Case management with omnichannel capabilities
What do you dislike about the product?
Call center solution is missing which can be really helpful
What problems is the product solving and how is that benefiting you?
Customers request management
Empowers Remote Work with Ease, Minor KB Limitations
What do you like best about the product?
I love how Salesforce Service Cloud allows a call center to shift to remote operations swiftly, within about ninety days. The ease of implementation, especially in a remote setting, made the transition smooth and effective. I find leveraging the service case console, knowledge base, and the easy integration with telephony providers incredibly useful. Moreover, the ability to unify data and analytics for reporting is a significant advantage.
What do you dislike about the product?
I find the knowledge base within Salesforce Service Cloud to be somewhat limited in its context search capability, which affects its ability to find very specific information.
What problems is the product solving and how is that benefiting you?
I find the product enables our call center to operate remotely within 90 days and integrates easily, ensuring effective data reporting, making business transitions smooth.
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