Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent Case Management and Reporting with Few Drawbacks
What do you like best about the product?
I appreciate the robustness of the Case Management and reporting features.
What do you dislike about the product?
There’s not much that I dislike about Service Cloud.
What problems is the product solving and how is that benefiting you?
The management and tracking of customer requests and issues that must be solved across multiple teams.
Great Features Like 360° View and AI, but Performance Lags with Heavy Data
What do you like best about the product?
360° Customer View, AI powered assistance, Omni channel support
What do you dislike about the product?
Performance Issues with Heavy Data, Offline capabilities are limited compared to some dedicated field service tools
What problems is the product solving and how is that benefiting you?
Slow and Inconsistent Case Resolution, Lack of Real-Time Visibility for OEMs and Dealers
Great All-in-One Platform
What do you like best about the product?
It’s all in one place - all the communication channels, all customer data.
What do you dislike about the product?
It is on the expensive side pf similar products.
What problems is the product solving and how is that benefiting you?
Supporting our customers in am effective way.
Easy to Implement and Customizable, but Pricey with Unused Features
What do you like best about the product?
It was incredibly easy to implement, and I found the features to be both rich and highly customizable.
What do you dislike about the product?
The cost is a significant consideration for me. Additionally, I find that there are many features included that I do not end up using.
What problems is the product solving and how is that benefiting you?
We rely on it to operate our programs and to maintain a 24/7 call center dedicated to crisis and suicide prevention.
Exploring Salesforce Service Cloud for Seamless Integration
What do you like best about the product?
I find the ability to integrate with Tableau very attractive. As a long-time Tableau user, the seamless integration with Salesforce Service Cloud makes it a strong contender for adoption. The prospect of having a unified platform to address and preemptively catch issues appeals to me.
What do you dislike about the product?
{"I think integrating Salesforce Service Cloud with products outside the Salesforce ecosystem would be a potential challenge. Additionally, migrating existing data is another concern that needs close attention.","The requirement to have everything in a cloud environment is challenging, especially since we are currently using Tableau server and many products are not in the cloud. This situation feels like undergoing two migrations simultaneously.","I believe it would be advantageous if there was an option to operate Service Cloud on-premises or behind a firewall, considering our current infrastructure setup."}
What problems is the product solving and how is that benefiting you?
I aim to address issues swiftly with Salesforce Service Cloud, ensuring we catch problems early. Having a unified platform for consistent visibility into our processes would be greatly beneficial.
Easy to Use, No Major Drawbacks
What do you like best about the product?
Easy to use, usable UX, and easy to manage and works great with our business.
What do you dislike about the product?
Too convulsed ux and cumbersome - too much use of thr real estate
What problems is the product solving and how is that benefiting you?
Helping mange customer service calls
Great Out-of-the-Box Features and Easy to Use
What do you like best about the product?
Out of the box features and ease of use.
What do you dislike about the product?
I would like more features available in Omni supervisor.
What problems is the product solving and how is that benefiting you?
It is helping to track our customer issues and help agents efficiently solve the issues.
Great for Insights, but Reporting Needs Improvement
What do you like best about the product?
As a Senior Manager in Operations, Service Cloud allows my team a place to measure, track and gain actionable insights into the types of issues we’re supporting in resolving to better advocate for the efficiency of the business and our own processes.
What do you dislike about the product?
Reporting is not intuitive and requires an intimate knowledge of objects and their relationships. Templating repeat metric use cases would resolve a massive amount of manual lift and dependencies on SMEs.
What problems is the product solving and how is that benefiting you?
Casework is the bread and butter of our business supporting internal users, who are ALSO users of Salesforce so the relatability is shared.
Great Integration, But Limited History Tracking
What do you like best about the product?
The integration from Service to sales to import opportunities data is good
What do you dislike about the product?
History tracking is not available for all objects and is for limited fields
What problems is the product solving and how is that benefiting you?
We are able to manage our customers and use Omni channels to manage call center
Well-Designed Campaigns and Smooth Case Management
What do you like best about the product?
The campaign to Quote is best designed for most industries
What do you dislike about the product?
The case management feature is excellent and functions smoothly for handling and resolving issues.
What problems is the product solving and how is that benefiting you?
It’s helping streamline process and measure and categorize issues
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