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.
Simple and User-Friendly Experience
What do you like best about the product?
Easy to use case management
Multi channel support
Multi channel support
What do you dislike about the product?
High cost
Steep learning curve
Training.9
Steep learning curve
Training.9
What problems is the product solving and how is that benefiting you?
Case management
Service Cloud Centralizes Customer Info—No Dislikes So Far
What do you like best about the product?
In my view, Service Cloud brings all customer information together in a single location.
What do you dislike about the product?
I don't think there is anything I dislike.
What problems is the product solving and how is that benefiting you?
The platform offers features for case routing and management, which help streamline the process of handling cases efficiently. These tools make it easier to assign, track, and resolve cases, improving overall workflow.
User-Friendly Once Set Up, but Initial Setup Can Be Challenging
What do you like best about the product?
It’s easy to use with a base understanding of Salesforce.
What do you dislike about the product?
It can be difficult to set up at first for end users.
What problems is the product solving and how is that benefiting you?
Creating tickets
Best case management system.
What do you like best about the product?
Next best action, service cloud voice, speech to text, and self-service.
What do you dislike about the product?
Not enough local language support natively.
What problems is the product solving and how is that benefiting you?
Helping have a 360 degree of the customer journey
Comprehensive Customer View, but Consider Simpler Options for Basic Needs
What do you like best about the product?
The Service Console offers agents a complete 360-degree customer view, streamlining all interactions from email, chat, phone, and social media into one platform, which boosts productivity and improves First Call Resolution rates
What do you dislike about the product?
If only basic case management is needed, evaluate whether a lighter CRM or another support tool could meet requirements more cost-effectively.
What problems is the product solving and how is that benefiting you?
Good
Perfect for Long-Term Case Management
What do you like best about the product?
I find Salesforce Service Cloud incredibly helpful for case management. Their assignment features are particularly useful for us. The automation capabilities are a key aspect that benefits our workflow significantly.
What do you dislike about the product?
While Service Cloud offers powerful tools for case management and automation, a few areas could be enhanced for an even better user experience. The setup and configuration process can feel complex, especially for organizations with multiple service channels or custom workflows. Some of the UI elements still require too many clicks to access key information, and reporting dashboards could be more intuitive for non-technical users.
What problems is the product solving and how is that benefiting you?
It helps us with case management, enhancing our efficiency with case assignments and automation.
Great Support Channels, No Complaints So Far
What do you like best about the product?
I love the different channels available for support
What do you dislike about the product?
Haven’t come across anything yet I dislike yet
What problems is the product solving and how is that benefiting you?
We are moving away from fresh desk to keep all information in salesforce
Great Route Setting Feature on the Map
What do you like best about the product?
I love the map’s functionality to set the route of destination
What do you dislike about the product?
Sometimes it can’t find the best route based on many conditions.
What problems is the product solving and how is that benefiting you?
It’s the best product for any field rep to make his route and agenda
Great Community and Flow Features, but higher Costs for Add-Ons and AI
What do you like best about the product?
The enhancement of flow, good and strong communities for use case sharing, troubleshooting. Email support through service cloud.new release of new enhance feature, like new sorting for listview, inline editing with any backend development.New capabilities of flows to have admin to support most of the development work.
What do you dislike about the product?
Add on product derived from net spent of license cost. Higher cost of AI compared to other AI solution. Need more competitive pricing for agentforce for services.
What problems is the product solving and how is that benefiting you?
Customer success for issue resolution, quick response and automation.
Reliable and Interactive Solution with Excellent Support
What do you like best about the product?
I appreciate how the Salesforce Service Cloud has improved the SLA response time, which is essential for my work. Additionally, the service from the Data Gol consultancy was exceptional during the setup, instilling a lot of confidence. The interactive interface and strong features are also aspects that I highly value.
What do you dislike about the product?
Layout
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me monitor salespeople and agents, improving the SLA response time.
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