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.
Great for Organization, but Activity Capture Needs Improvement
What do you like best about the product?
Easy to use and keeps all my info in one central place
What do you dislike about the product?
Activity capture has flaws and would like to see that resolved in all salesforce products
What problems is the product solving and how is that benefiting you?
Streamlines our sales and service workflows
Powerful Customer Support Platform with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is its robust case management system and the ability to streamline customer service operations across multiple channels—email, phone, chat, and even social media. The platform’s automation tools, like workflows and macros, significantly reduce manual effort, allowing agents to focus more on solving customer issues than on administrative tasks. I also appreciate the integration with the broader Salesforce ecosystem, which gives a 360-degree view of the customer, making interactions more personalized and efficient.
What do you dislike about the product?
One of the main challenges with Salesforce Service Cloud is its complexity, especially during initial setup and customization. The platform is incredibly powerful, but configuring it to match specific business needs often requires significant time, expertise, or external support. Additionally, the licensing and pricing structure can be confusing and may become expensive as your team scales or requires access to more advanced features. The user interface, while improved over the years, can still feel a bit overwhelming for new users without proper training.
What problems is the product solving and how is that benefiting you?
Scaling and streamlining customer service
Good Maintenance, but Integration Needs Improvement in SF Service Cloud
What do you like best about the product?
What I like about SF Service cloud is the maintenance.
What do you dislike about the product?
What I dislike about SF Service cloud is integration processes.
What problems is the product solving and how is that benefiting you?
SF service cloud helps to simplify and ease maintenance
Great for Custom Flows, but Standard Data Objects Are Too Rigid
What do you like best about the product?
Flexible to build custom flows and provide organized data
What do you dislike about the product?
The standard data objects are rigid, which can make them less flexible to work with. Additionally, the error messages can sometimes be complicated to decode.
What problems is the product solving and how is that benefiting you?
Not sure.
Great for Case Management, but Omnichannel Needs Improvement
What do you like best about the product?
The way our users manage to solve cases and boost productivity
What do you dislike about the product?
Omnichannel doesn’t work as expected in all cases.
What problems is the product solving and how is that benefiting you?
Boost productivity while using the same tool for every single channel
User-Friendly and Customizable, but SLA Management Needs Improvement
What do you like best about the product?
Easy to use, easy to implement and customize
What do you dislike about the product?
The SLA management is very hard to use and lack of functionality
What problems is the product solving and how is that benefiting you?
Case creation by the web portal, measuring SLA, customer support management
User-Friendly and Attractive, but Customization and SLA Management Are Challenging
What do you like best about the product?
Easy to implement and user-friendly for customers, plus it has an appealing appearance.
What do you dislike about the product?
The business processes required additional customization, which made things more complicated. Managing SLAs is also quite challenging.
What problems is the product solving and how is that benefiting you?
We are able to track both the customer journey and our products in a single location. Additionally, we can provide support to customers and view their entire support history all in one place.
Easy Implementation and Valuable Features Impress Our Users
What do you like best about the product?
The implementation process was straightforward, and our users are very pleased with it. I especially appreciate the built-in milestone and escalation features, which add significant value.
What do you dislike about the product?
Don't have anything useful to write here
What problems is the product solving and how is that benefiting you?
Managing cases and all of the front facing customer journey for issues and requests
Service Cloud: Excellent Features for Optimizing Customer Interactions
What do you like best about the product?
Service Cloud has many great features that have helped us optimize our customer interactions
What do you dislike about the product?
I don't have much that I do not like about it
What problems is the product solving and how is that benefiting you?
Tracking customer service requests
Manager
What do you like best about the product?
I like that Salesforce Service Cloud gives a complete view of the customer and streamlines support across channels. Its automation tools and AI features make agents more efficient, helping deliver faster and more personalized service
What do you dislike about the product?
“Sometimes Salesforce Service Cloud can feel a bit overwhelming for new users because of its many features, but with proper training, it becomes a very powerful and efficient tool.”
What problems is the product solving and how is that benefiting you?
“Service Cloud centralizes customer interactions and automates processes, helping us resolve issues faster, work more efficiently, and deliver a better experience to customers.”
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