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.
Easy to Use, But Lacks Out-of-the-Box Features
What do you like best about the product?
Ease of use and integration alongwith many systems
What do you dislike about the product?
OOtB functionality as well not enough social features
What problems is the product solving and how is that benefiting you?
Mainly allowing seamless single point of service
Great Case Management, But UI Needs Improvement
What do you like best about the product?
Web to case and case management capabilities
What do you dislike about the product?
Ui needs to be improved overall as competitors
What problems is the product solving and how is that benefiting you?
Product support
Great Case Management and Community Features, No Complaints So Far
What do you like best about the product?
Case management , customer community and entitlement management
What do you dislike about the product?
nothing at the moment that does not support
What problems is the product solving and how is that benefiting you?
Internal case management
Performance reporting Needs Improvement
What do you like best about the product?
Queue performance Reporting can be improved
What do you dislike about the product?
Reporting is not intuitive and out of book one dimensional
What problems is the product solving and how is that benefiting you?
Centralized help desk support
Great Features and Quick Setup, but Customization Lacks Support
What do you like best about the product?
It has several functions that can support our agents and be set up quickly once needed.
What do you dislike about the product?
Finding information about customization and resources can be quite challenging. The knowledge needed is not easily accessible, which makes the process more difficult than expected.
What problems is the product solving and how is that benefiting you?
We used this for a proof of concept to determine whether it would be a good fit for our technology landscape.
Great Case Management and Console Features
What do you like best about the product?
Case Management and Case Console are the best features
What do you dislike about the product?
Nothing is least helpful yet. Not applicable
What problems is the product solving and how is that benefiting you?
Case Management and Service Console
Comprehensive Customer View and Efficiency, but Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it gives agents a complete view of the customer while automating routine tasks. This combination of a 360° customer perspective and AI-driven efficiency enables faster resolutions and a better overall customer experience
What do you dislike about the product?
While I really appreciate the power and flexibility of Service Cloud, one challenge is that it can be complex for new users, and building custom workflows or integrations sometimes requires significant time and planning. That said, the benefits usually outweigh these hurdles.
What problems is the product solving and how is that benefiting you?
Service Cloud helps solve the problem of fragmented customer data and slow case resolution by centralizing information and automating workflows. This benefits me by enabling faster, more consistent responses, reducing repetitive work, and allowing me to focus on delivering a better overall customer experience
Easy Integration, but Pricey
What do you like best about the product?
Ease of integration to thw salesforce suite
What do you dislike about the product?
Cost of the product and the overall suote in general
What problems is the product solving and how is that benefiting you?
Ability to expand and scale
Great Omni-Channel Experience, but High Cost of Ownership
What do you like best about the product?
It's ability to provide a truly unified omni channel experience for both customer and service agents
What do you dislike about the product?
It's high total cost of ownership driven by expensive per user
What problems is the product solving and how is that benefiting you?
Improvement of customer service experience
Easy Setup and Efficient Customer Support, but Escalation Rules Can Be Tricky
What do you like best about the product?
I really like the ease of setting up service Cloud. I enjoy that I can have my customers come through and see service Cloud, and I like that my service team can act upon it. It can escalate to who it needs to escalate to and that we can solve customers problems a lot quicker.
What do you dislike about the product?
I find the escalation rules can be overly complicated at times. When someone leaves or steps out, it can become difficult to direct the next person in line to where they need to be.
What problems is the product solving and how is that benefiting you?
Service Cloud is helping address the issue of delayed responses from my customers whenever they encounter problems.
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