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 Team Collaboration, but API Limitations Slow Things Down
What do you like best about the product?
Case handling across team, offers multiple channels to submit cases
What do you dislike about the product?
Limitation on API call, not quick enough
What problems is the product solving and how is that benefiting you?
case handling
Great Performance and Flexibility, But Dislike Everything Else
What do you like best about the product?
Performance and flexibility to be able to configure
What do you dislike about the product?
Complexity on milestone and case threading
What problems is the product solving and how is that benefiting you?
It is helping customer service fatser
Mr.
What do you like best about the product?
The platform offers a wide range of functionalities that allow us to design our organization's process flows in detail, and the implementation process is straightforward.
What do you dislike about the product?
Having a local Salesforce representative in Pakistan would make a significant difference, as collaborating solely with Salesforce technology partners does not always provide access to the best practices.
What problems is the product solving and how is that benefiting you?
This will give us an independent platform to build on top of agentic AI and the sales and marketing cloud in the future.
Great for Service Calls, but UI Can Be Overwhelming for New Users
What do you like best about the product?
Allows our agents to handle service calls, create cases right on the platform
What do you dislike about the product?
For new users it could be daunting because UI can be complicated
What problems is the product solving and how is that benefiting you?
Handling customer isssues in a unified central location.
Great Unified Data Integration, but High Licensing Costs
What do you like best about the product?
Unified customer view / how it integrates my sales data and marketing data into one unified view
What do you dislike about the product?
The licensing costs are quite high and needs lots of admin attention
What problems is the product solving and how is that benefiting you?
client issue tracking and resolution across projects and geographies.
Easy Setup Makes It Stand Out
What do you like best about the product?
How easy it is to set up. It’s intuitive and straightforward.
What do you dislike about the product?
I wish the assignment and flows were all one item.
What problems is the product solving and how is that benefiting you?
It intakes end user comments and questions.
Great for Centralized Support, but Voice Feature Not Available in My Country
What do you like best about the product?
The ability to manage all my customer service requests from a single console
What do you dislike about the product?
Nothing in particular except for the fact that Voice support doesn’t work in my country
What problems is the product solving and how is that benefiting you?
Managing end customer complaints
Smooth Setup, Stellar Bank Integration
What do you like best about the product?
I find Salesforce Service Cloud extremely useful for creating and managing our sales pipeline, sales funnel, and lead management. Its 'Account 360' feature significantly enhances the management of our branch operations. The integration with MuleSoft made setting it up very easy and provided a smooth experience integrating with our existing banking applications. I genuinely appreciate the improvement in monitoring and managing our sales process that the platform brings.
What do you dislike about the product?
I would like to see agent tech AI licenses embedded within Salesforce's current offerings. It seems there is an opportunity for better integration or availability of AI capabilities with the existing licenses we have.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to monitor our sales pipeline and funnel, solving our bank's lack of a system for this. It effectively manages sales activities and lead generation, providing crucial oversight that was previously missing.
Happy Service Cloud User
What do you like best about the product?
Ease of setup and use. Full featured platform for customer service and technical support.
What do you dislike about the product?
Knowledge article management is a bit tedious, especially when dealing with translations.
What problems is the product solving and how is that benefiting you?
Self-service helps customer solve issue or submit the right detail.
Great for Customer Service, but Add-On Costs Are High
What do you like best about the product?
It allows me to service my customers and invest UI that I can imagine more capabilities instead of worrying about creating apps.
What do you dislike about the product?
The candy cost prohibitive when trying to add on new users
What problems is the product solving and how is that benefiting you?
Platform is very forward looking and always provides great web map features that we can take advantage of so we can plan for the future
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