Agentforce Service
Salesforce, Inc.External reviews
7,003 reviews
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External reviews are not included in the AWS star rating for the product.
Great Automation and Centralized Data, but Setup Can Be Challenging
What do you like best about the product?
The best thing is its ability to automate service tasks and keep customer data in a centralized view. This helps with improving productivity for our agents and helps with better end user satisfaction. This saves us time in the long run.
What do you dislike about the product?
Setup can be complex with a steep learning curve. You might also need an expensive support plan to start however the time savings outweigh the cons in the long run.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us manage support tickets and our support queues that way end users are served in a timely manner in accordance with their ticket severity and we can run analytics on all these data points
An Efficient Customer Service That I Highly Recommend
What do you like best about the product?
I appreciate the efficiency of customer service, which is a major asset for our customer service. I find that the implementation of the service was simple. I also appreciate the new features added regularly, which continuously enhance the value of the service.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
The product offers efficient customer service, crucial for my customer service needs.
Easy Setup for Case Management, but Customization Can Be Overwhelming
What do you like best about the product?
The case and entitlement management features are very straightforward to set up. I found the implementation process to be quite simple.
What do you dislike about the product?
Sometimes it requires too much customization.
What problems is the product solving and how is that benefiting you?
Clients complain and internal tickets
Great Productivity Boost with Agentforce, Slightly More User-Friendly Needed
What do you like best about the product?
Features and Agentforce stuff really boosts the productivity
What do you dislike about the product?
Nothing much but bit more user friendly and less errors
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize all customer interactions in one place, making it easier to track, manage, and resolve cases efficiently. With automation, AI-driven recommendations, and integrated communication channels, our support team can respond faster and provide more personalized experiences.
Great Omnichannel Support, Needs More Order Management Automation
What do you like best about the product?
Ominchannel agents and working on various commerce platforms.
What do you dislike about the product?
I wish there could be more automation on order management issues and delivery
What problems is the product solving and how is that benefiting you?
Increasing customer retention due to good quality on loyalty management offers
Efficient Request Management with No Complaints
What do you like best about the product?
It allows our organization to manage our internal and external requests in an organized reportable manner.
What do you dislike about the product?
Some of the interface is a bit outdated.
What problems is the product solving and how is that benefiting you?
It allows us to respond to cases efficiently and escalate to various different teams within our organization.
Great AI Insights for Service Teams, but Onboarding Is Challenging
What do you like best about the product?
I love the ability to augment my service team with AI insights and messages to make them more productive.
What do you dislike about the product?
I wish it was easier to get started. After long efforts to talk the company into adoption the program, it takes heavy investment in planning for startup and configuration
What problems is the product solving and how is that benefiting you?
We are looking to process patient authorization questions. We are hoping to get to an agent solution that allows our customers to fulfill a script completely.
Intuitive UI with Top-Tier Email Features
What do you like best about the product?
I enjoy the frequent updates to the Salesforce Service Cloud, which continuously improve the service console. The platform's intuitive AI UI allows my field service agents to quickly navigate and action cases, making tasks much more efficient. I find the email component particularly useful as it provides a comprehensive bird's eye view, enabling efficient communication with customers through email templates and macros. Additionally, the task features help us manage cases more effectively, and the supportive Salesforce system significantly aids in setup and troubleshooting. Overall, I find the service cloud to be highly beneficial in addressing and effectively handling customer complaints, contributing to enhanced customer satisfaction.
What do you dislike about the product?
I would just like more hands-on support to help me on the fly.
What problems is the product solving and how is that benefiting you?
I find the product enhances case management, enabling quicker resolution of customer complaints and supporting streamlined team operations using email templates and intuitive UI.
Great for Customer Communication, but Limited Internal Access Without Salesforce Licenses
What do you like best about the product?
The ability to have communication with our customers when something goes wrong.
What do you dislike about the product?
The accessibility to others in our organization that do not have Salesforce licenses
What problems is the product solving and how is that benefiting you?
Our experience with communication with our customers has been positive. We have found that maintaining clear and consistent communication helps us better understand their needs and provide improved service.
Absolutely Love It, No Complaints! Yep
What do you like best about the product?
Yes good product.. New releases are good ke
What do you dislike about the product?
Nope.. I don’t have any. thank you for all that you do
What problems is the product solving and how is that benefiting you?
Helps customers service.. reduce over all time
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