Agentforce Service
Salesforce, Inc.External reviews
7,025 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Promising Potential with Complex Security Setup
What do you like best about the product?
Salesforce Service Cloud turned out to be the best choice for our needs, standing out during our CRM evaluation process. I'm excited about the AI tools that will help in automating data entry and transcription to ease the work on our customer service agents. The mature development tools and app exchange platform really simplifies extending the system through customization or third-party applications, such as those for call connections and SMS integration, decreasing our time to market for these big enhancements and business process improvements.
What do you dislike about the product?
I find the complexity of the user security model challenging. With profiles, permission sets, permission set groups, permission set licenses, roles, and role hierarchy, there's so much complexity that it becomes really difficult to design a simplistic and scalable model for users to get the right access that they need.
What problems is the product solving and how is that benefiting you?
I'm planning to use it to standardize call management processes, automate data entry via AI, and benefit from easy integration and extension capabilities.
Great Omnichannel Support and AI Insights, but Complex to Use
What do you like best about the product?
Omnichannel support and AI insights boost personalized service efficiency
What do you dislike about the product?
High complexity and steep learning curve for implementation.
What problems is the product solving and how is that benefiting you?
Ema chef productivity and quality
Great Functionalities and Easy to Use
What do you like best about the product?
Functionalities and ease of use and customization
What do you dislike about the product?
Case management. Web to case and email to case is little tricky
What problems is the product solving and how is that benefiting you?
User interaction
Service Cloud, game changer for my hybrid team.
What do you like best about the product?
Flexibility, agentforce, voice capability
What do you dislike about the product?
I feel like is more that I should know!!!
What problems is the product solving and how is that benefiting you?
We are new to Service cloud and just getting started
Excellent 24/7 Customer Service with Cost Efficiency
What do you like best about the product?
Providing the highest level of customer service 24/7 while containing costs
What do you dislike about the product?
System limitations can be an issue at times
What problems is the product solving and how is that benefiting you?
Customer service even after hours
Great Automation Features, But Still Behind Google Cloud
What do you like best about the product?
The smart services that cloud allow you to enable and automate.
What do you dislike about the product?
It’s not as good at the moment as google cloud
What problems is the product solving and how is that benefiting you?
Cloud servicing systems and administrative issues and services.
Great Out of the Box, but Can Get Unnecessarily Complex
What do you like best about the product?
Good enough out of the box, great with simple customizations.
What do you dislike about the product?
Can be very complex when unnecessarily so.
What problems is the product solving and how is that benefiting you?
Knowledge, self service, escalations
Great for Linking Cases to Work Orders, but Setup Takes Too Long
What do you like best about the product?
Having the direct connection for one case to multiple work orders
What do you dislike about the product?
The setup process is lengthy. Would benefit from agentforce
What problems is the product solving and how is that benefiting you?
Giving a place to create tickets
Robust Integration, Interface Needs Improvement
What do you like best about the product?
I like the optimization provided by Salesforce Service Cloud, especially for robust integrations in the after-sales service area. The automation of approval processes and the automated after-sales flow are features that help optimize the sales flow. This allows me to better understand the issues that may arise in a sale and optimize projects, making good use of monitoring resources and NPS research.
What do you dislike about the product?
I think the Salesforce Service Cloud interface could be more user-friendly for customers who are not end users. This is important to make the experience more accessible and efficient for these customers.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate approval and post-sales processes, optimizing the sales flow and diagnosing problems quickly, which improves the sales team's efficiency.
Comprehensive Customer Interaction, but Limited by Regional Restrictions
What do you like best about the product?
It covers all aspect of customer interaction
What do you dislike about the product?
Its region wise restriction on some functionality
What problems is the product solving and how is that benefiting you?
One window operation
showing 541 - 550