Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Experience, Nothing to Dislike
What do you like best about the product?
Great really good. I like it so much. Really
What do you dislike about the product?
Nothing. I think it s agreat product really
What problems is the product solving and how is that benefiting you?
Solving tons of ticket at time
Efficient Support with Salesforce Service Cloud, but Complex to Customize
What do you like best about the product?
I like how Salesforce Service Cloud brings everything together—cases, customer data, and channels—in one place, making it easy to deliver fast, personalized support and automate routine work.
What do you dislike about the product?
It can be overly complex to configure and maintain, especially when customizing workflows or integrating with other systems.
What problems is the product solving and how is that benefiting you?
It solved our issue of scattered customer communication—now all interactions are centralized, which saves time and improves consistency in support responses.
Service Cloud Boosts CX Efficiency with Customizable Solutions
What do you like best about the product?
Service cloud helps our CX organization become efficient in Custer support by helping case resolution with agentforce for service
What do you dislike about the product?
Service cloud is highly customizable to allow for custom builds to fit specific industry use cases. There is not a whole lot to dislike.
What problems is the product solving and how is that benefiting you?
Service cloud is helping to solve contact center up time and time to resolution with the use of SVC voice and Einstein AI
Instant Case Creation Revolutionized Our Service
What do you like best about the product?
I appreciate the instant case creation feature in Salesforce Service Cloud, which ensures no missed cases and reduces customer wait times. The email-to-case functionality is highly valuable, together with the case escalation and assignment rules that help streamline operations effectively. The setup process was straightforward, which was a great start. Furthermore, its ease of use would lead me to consider purchasing it again.
What do you dislike about the product?
The platform could be more user-friendly by providing preset templates for various industries. This would simplify and accelerate the setup process, making it more cost-effective and relevant for sales representatives.
What problems is the product solving and how is that benefiting you?
I use the product for instant case creation, eliminating missed cases and ensuring no customer waits for a response.
Great Case Management, but Console Needs Improvement
What do you like best about the product?
Case management and case assignment rules also the email to case
What do you dislike about the product?
Console can be more easier to use with can accolade multiple components
What problems is the product solving and how is that benefiting you?
Case management and case assignments to prebuilt ueues
Efficient Omni-Channel Routing, but Steep Learning Curve for New Agents
What do you like best about the product?
Omni-Channel Routing: This intelligently pushes incoming cases, chats, and calls to the most qualified and available agent, which dramatically reduces customer wait times and ensures faster resolution.
What do you dislike about the product?
Steep Learning Curve: While the Service Console is powerful, the sheer volume of features, customization options, and the general complexity of the platform can be overwhelming for new service agents. This necessitates significant, ongoing investment in training.
What problems is the product solving and how is that benefiting you?
Eliminating Siloed Data and Communication: Service Cloud unifies all customer interactions—whether they originate from phone, email, chat, social media, or self-service portals—into a single workspace called the Service Console. The benefit is a 360-degree customer view, allowing agents to see the complete history of an issue, preventing customers from having to repeat themselves, and delivering faster, more personalized resolutions.
Great Case Management and Stability, but Customizations Are a Hassle
What do you like best about the product?
Case management and the stability of the environment
What do you dislike about the product?
The customizations we have to put in to maintain
What problems is the product solving and how is that benefiting you?
Case management & lead nurture
Great for Easy Workflow Creation
What do you like best about the product?
This is a straightforward solution for creating workflows and managing escalations.
What do you dislike about the product?
The customer experience during configuration could be improved, but overall it is acceptable.
What problems is the product solving and how is that benefiting you?
Integrate all support teams
Seamless Integration, Challenging Setup
What do you like best about the product?
I appreciate Salesforce Service Cloud for its seamless compatibility with our existing Salesforce Sales Cloud, facilitating better integration across our systems. The platform efficiently collects and routes customer service tickets, allowing categorization and fast response times from our team. Additionally, the service contract feature in another organization of ours is incredibly helpful for managing service contracts effectively, contributing positively to our operational workflow.
What do you dislike about the product?
I found setting up Salesforce Service Cloud quite difficult due to the complexity of integrating our custom mobile app. The complexity in the business processes and workflows, and the challenge in getting everything to render appropriately in the mobile app, caused several challenges. Additionally, I desire better mobile capability as an area for improvement.
What problems is the product solving and how is that benefiting you?
I find the product allows us to efficiently collect and route tickets, categorize them for effective handling, and respond to customers more quickly, enhancing operational benefits.
Efficient Omnichannel Feedback Collection and Case Creation
What do you like best about the product?
The contents necessary for providing services are collected.
Particularly attractive is a place that collects customer feedback, such as complaints, through omnichannels and easily and reliably establishes case creation.
With web-to-case, it was useful in practice because it automatically created and incorporated sources into the site.
Particularly attractive is a place that collects customer feedback, such as complaints, through omnichannels and easily and reliably establishes case creation.
With web-to-case, it was useful in practice because it automatically created and incorporated sources into the site.
What do you dislike about the product?
The problem with SaaS, not just Service Cloud, is that there is little flexibility in development. However, we understand that it is difficult for security reasons, and we are not asking for improvements.
What problems is the product solving and how is that benefiting you?
Centralized data management is the biggest advantage, and the appeal is that customer information and knowledge can be immediately released in a case without any code. Also, being no-code has the advantage of reducing development time.
showing 681 - 690