Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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External reviews are not included in the AWS star rating for the product.
Convenient Information Access, but Reporting Needs Simplification
What do you like best about the product?
Having all the information gathered in one place is very convenient. I also appreciate that all the agents are included.
What do you dislike about the product?
The reporting features could use improvement, as they are currently too complicated for those who are not experts.
What problems is the product solving and how is that benefiting you?
Having all the information centralized in one place makes it much easier to access and manage. The way use cases are connected for each customer also adds a lot of value, as it helps to see the bigger picture and understand how everything fits together.
Powerful Tool with a Steep Learning Curve
What do you like best about the product?
I love the ability to build fast using Salesforce Service Cloud without needing to deal with complex infrastructure or middleware layers. The Omnistudio UI significantly enhances my productivity, streamlining the building of survey forms. I find it particularly valuable that I can focus solely on the Salesforce product, which simplifies my processes.
What do you dislike about the product?
I find the initial setup of Salesforce Service Cloud quite difficult due to a technical knowledge gap. It requires a deep understanding of technical aspects, making it challenging for someone without extensive technical expertise.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to build survey forms quickly and effectively, allowing me to focus on essential tasks without managing complex infrastructure or middleware layers.
Great for Managing Leads, But Needs Built-In Quoting Tools
What do you like best about the product?
The platform allows me to manage opportunities, leads, and accounts all within a single, integrated environment.
What do you dislike about the product?
I have to rely on external tools whenever I need to create quotes.
What problems is the product solving and how is that benefiting you?
Working together on opportunities has been a valuable experience. The collaborative approach has allowed for better idea sharing and more effective problem-solving.
Helpful Support, but Reporting Could Be Improved
What do you like best about the product?
It is very helpful and agent was to close the case asap and take necessary actions
What do you dislike about the product?
May be reporting needs to be improved more
What problems is the product solving and how is that benefiting you?
It is very helpful and agent was to close the case asap and take necessary actions
Has Everything I Need
What do you like best about the product?
It has everything I need and I can make ongoing adjustments to it
What do you dislike about the product?
There are something’s I don’t know I don’t know
What problems is the product solving and how is that benefiting you?
Making my work faster and ability to get more things done each day
Great Data Unification, But Outdated UX
What do you like best about the product?
Ease of unifying alll customer data at one spot
What do you dislike about the product?
UX seems outdated. Need a better interface for non technical teams fo take action.
What problems is the product solving and how is that benefiting you?
It helps provide a 360 view of the customer
Scalable solution you don’t outgrow
What do you like best about the product?
Scalability and flexibility to support many different use cases.
What do you dislike about the product?
It could have been delivered with more out of the box features enables to enable quickstart for new customers.
What problems is the product solving and how is that benefiting you?
It helps us to support our customers the best possible way to multiple channels.
Great Built-In Case Features, but Challenging to Keep Up with Updates
What do you like best about the product?
I enjoy all the out of box features around cases.
What do you dislike about the product?
It's hard to stay on top of all the new releases.
What problems is the product solving and how is that benefiting you?
Helping out members and allowing our users to stay on top of things.
Great Case management automation
What do you like best about the product?
Agent force and case managment and email to case service
What do you dislike about the product?
The migration for workflow rules to flow is complex. Service cloud should provide the tools to migrate it
What problems is the product solving and how is that benefiting you?
Our Csr are helping our customer and able to support them
Considering Salesforce for Streamlined Integration
What do you like best about the product?
I appreciate the potential integration and ease of use of Salesforce Service Cloud for users, as well as its reputation as a reliable Salesforce product, which is expected to be straightforward to set up.
What do you dislike about the product?
I don’t currently have something. I don’t like since we have an implemented it yet.
What problems is the product solving and how is that benefiting you?
I anticipate Salesforce Service Cloud will streamline our tech stack by integrating our call center seamlessly.
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