Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Fast Performance That I Love
What do you like best about the product?
It's fast and intuitive and has lots of tools
What do you dislike about the product?
Expensive and needs lots of initial config
What problems is the product solving and how is that benefiting you?
Making it easy to provide service
Great New Features, But Too Many Product Changes
What do you like best about the product?
New features and agentic ai for users and employees
What do you dislike about the product?
Lot of product changes and name changes.
What problems is the product solving and how is that benefiting you?
Voice and support
Effortless Community Building with Salesforce Service Cloud
What do you like best about the product?
I appreciate the ease of use with Salesforce Service Cloud. After an initial learning phase, setting it up and using its components becomes straightforward. The platform effectively helps us connect with our customers by creating a place for them to converse, ask questions, and form a community.
What do you dislike about the product?
I found the initial setup to be a bit challenging as it required overcoming some hurdles before it became straightforward. Additionally, I feel that there is a need for more comprehensive documentation to better support users.
What problems is the product solving and how is that benefiting you?
I find the product helps us connect with customers, providing a platform for communication and community-building.
Great Omnichannel Platform with Multiple Channel Integration
What do you like best about the product?
That you can connect many channels in the omnichannel
What do you dislike about the product?
I dont dislike anything is a awesome plataform
What problems is the product solving and how is that benefiting you?
To organize the support activities
Absolutely the Best—No Complaints
What do you like best about the product?
It’s the best can be used really well with CRMs
What do you dislike about the product?
We need more visibility on observability functionalities
What problems is the product solving and how is that benefiting you?
Yes monitoring and case management can help benefit it the most
Easy to Set Up, No Major Drawbacks
What do you like best about the product?
Easy to setup and maintain and deliver to the team
What do you dislike about the product?
Sometimes it is difficult to manage all types of cases
What problems is the product solving and how is that benefiting you?
Visibility, transparency and management of cases
Great for Case Management, but Challenging to Track Resolution and Productivity
What do you like best about the product?
Most useful for us is the case management. Our different service and support teams can both manage and their own cases as well as collaborate and to route in between.
What do you dislike about the product?
It has been difficult for us to implement tracking for resolution and service rep productivity. The whole process was very cumbersome and took a long time to implement. And still we find it somewhat hard to monitor and properly assess our case data.
What problems is the product solving and how is that benefiting you?
Transparent handling of customer issues and time saver, as an example in the past we had a lot of duplicate cases due to customers rescuing out to various teams or team members and we had no way of catching that.
Streamlined Process Makes Things Easy
What do you like best about the product?
The process is streamlined and with agent force the automation is providing a better ROI
What do you dislike about the product?
The license coat can be checked , if that can be reduces.
What problems is the product solving and how is that benefiting you?
The support process
Ideal for Implementation Partners with Comprehensive Features
What do you like best about the product?
This product is well-suited for implementation, especially since we serve as the implementation partner for our customers.
What do you dislike about the product?
There isn't anything I dislike; I really appreciate the range of features that Service Cloud provides.
What problems is the product solving and how is that benefiting you?
This tool helps shorten lengthy call times for end customers, allowing them to resolve their issues independently.
Good support and guidance, but lacks adaptation to Latin American schools.
What do you like best about the product?
They offer strategic accompaniment, functional guidance, and support that truly make a difference.
What do you dislike about the product?
There are few use cases that truly fit Latin American schools. The challenges we face in the global south are not the same as in other regions.
What problems is the product solving and how is that benefiting you?
I still don't have all the complete information, as I am new in my role.
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