Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Great Out-of-the-Box Features, but AI Setup Needs Improvement
What do you like best about the product?
Case is awesome. So much ootb features. Making it easy to implement
What do you dislike about the product?
Some of the newer features especially AI related is hard to setup
What problems is the product solving and how is that benefiting you?
California osha supprt
Need to be accessible not only to sales team but other departments as well
What do you like best about the product?
Ease of use, visibility within the same system as our sales cloud
What do you dislike about the product?
There are other tools that different orgs use and it can be hard tracking within multiple departments
What problems is the product solving and how is that benefiting you?
Great for intake within our sales team
Powerful and Customizable, but a Steep Learning Curve for Small Nonprofits
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it helps us stay organized and responsive with our donors and scholarship applicants. We use it to log and track questions that come in, whether it’s about donations, scholarships, or general support. It’s great to have everything in one place so nothing slips through the cracks.
I also like how customizable it is. We’ve been able to set up case types, automations, and views that match the way our nonprofit actually works, instead of trying to fit into a one-size-fits-all system. The console view makes it easy to see all the details about a donor or applicant at once, and the built-in reporting helps us spot trends or areas where we can improve response times.
Overall, Service Cloud makes it easier to manage a high volume of inquiries with a small team and still provide a personal, timely response to everyone who reaches out.
I also like how customizable it is. We’ve been able to set up case types, automations, and views that match the way our nonprofit actually works, instead of trying to fit into a one-size-fits-all system. The console view makes it easy to see all the details about a donor or applicant at once, and the built-in reporting helps us spot trends or areas where we can improve response times.
Overall, Service Cloud makes it easier to manage a high volume of inquiries with a small team and still provide a personal, timely response to everyone who reaches out.
What do you dislike about the product?
The main downside of Salesforce Service Cloud is that it can feel a little overwhelming at first. There are so many features and configuration options that it takes some time to really understand what’s useful for your team versus what’s just extra. For smaller nonprofits, the setup and customization can also be pretty technical, so you might need help from a consultant or an admin who really knows Salesforce.
I also wish the user interface felt a bit more modern and intuitive out of the box. Some of the page layouts can be cluttered, and simple tasks sometimes take more clicks than they should. And while the reporting is powerful, building custom reports and dashboards is not always as straightforward as you’d hope.
Overall, it’s a great system once it’s tailored to your needs, but getting there can take some work and patience, especially if your team does not have a lot of Salesforce experience.
I also wish the user interface felt a bit more modern and intuitive out of the box. Some of the page layouts can be cluttered, and simple tasks sometimes take more clicks than they should. And while the reporting is powerful, building custom reports and dashboards is not always as straightforward as you’d hope.
Overall, it’s a great system once it’s tailored to your needs, but getting there can take some work and patience, especially if your team does not have a lot of Salesforce experience.
What problems is the product solving and how is that benefiting you?
Staying organized when dealing with numerous different issues and varying levels can be challenging, but this tool helps me manage everything while also allowing me to keep in touch with the submitters.
Great All-in-One Help Desk, but Experience Cloud Needed for Customer Updates
What do you like best about the product?
It’s one stop shop for all my help desk needs like chat, knowledge and ticket management
What do you dislike about the product?
The need to add an experience cloud implementation in order to share progress to customers
What problems is the product solving and how is that benefiting you?
Helping us create better engagement with our customers and improve our brand NPS
Great Omnichannel Support
What do you like best about the product?
Seamless Omni channel support and knowledge
What do you dislike about the product?
Custom report types for knowldge related custom objects
Complex / unclear routing when multiple channels and skills
Complex / unclear routing when multiple channels and skills
What problems is the product solving and how is that benefiting you?
Automated case responses
Call center efficiency/ handling time
Call center efficiency/ handling time
Flexible Platform with Great Extensibility, but Challenging for Small Businesses
What do you like best about the product?
It’s a very flexible and extensible platform making it easy to adapt to a multitude of use cases
What do you dislike about the product?
Some times can be hard to adapt for smaller businesses
What problems is the product solving and how is that benefiting you?
Helps with customer support and managing engagement
Powerful Customization and Omni-Channel Features, but Messaging Integration Needs Work
What do you like best about the product?
Service Cloud, and Salesforce overall, offer a high degree of customization. The omni-channel routing feature has especially made a significant positive difference in our support team's efficiency. Additionally, Omni Supervisor and the capability to flag work for supervisor assistance or monitor an agent's work in real time have both contributed to improved overall handle times.
What do you dislike about the product?
Integrating Messaging In-App and on the Web, especially using the In-App SDK, was not straightforward. Our mobile engineers struggled to tailor the experience, which led to app-initiated messaging sessions sometimes behaving unpredictably.
What problems is the product solving and how is that benefiting you?
The self-service features of our help center Experience site have been incredibly valuable in lowering our overall case volume. Similarly, the Flow capabilities in Salesforce and Amazon Connect (for Service Cloud Voice) have played a significant role in prioritizing and strategically routing our customers to specialized teams. This has led to higher first-touch resolution rates and improved customer satisfaction.
In-Depth Sales Tracking with Salesforce Service Cloud
What do you like best about the product?
I find Salesforce Service Cloud incredibly convenient for tracking sales numbers daily. It simplifies sales goal monitoring with its in-depth sales tracking and ability to keep updated on month-to-date sales numbers. I'm also delighted with how smoothly everything works, and I highly recommend it.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud daily for in-depth tracking of sales numbers, ensuring we hit our sales goals. It's convenient and simplifies retrieving numbers, providing up-to-date daily and monthly sales data.
Simple and Secure Experience
What do you like best about the product?
Simplicity and security of data. Would recommend it.
What do you dislike about the product?
Not entirely sure but I would prefer to defer to the IT.
What problems is the product solving and how is that benefiting you?
Creating a more streamlined system
Simple to Handle Cases, No Major Dislikes
What do you like best about the product?
Simplicity to handle cases and get metrics
What do you dislike about the product?
There should be more easy ways to integrate
What problems is the product solving and how is that benefiting you?
Let us handle most of our customer concerns and conplaints
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