Agentforce Service
Salesforce, Inc.External reviews
7,072 reviews
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External reviews are not included in the AWS star rating for the product.
Effortless Case Management, Needs Improved Integration
What do you like best about the product?
I appreciate how Salesforce Service Cloud simplifies case management with features like easy case rerouting, assignment, and automated email replies. The use of agent force to automate various flows is incredibly beneficial, saving significant time for my customer service team. Additionally, the ability to automate repetitive tasks provides considerable efficiency boosts.
What do you dislike about the product?
I found the migration process to be challenging due to data mapping issues. Some fields from the previous service provider software did not match with Salesforce, which caused problems during the transition. Additionally, I would like to see more integration with real-life scenarios, allowing the system to learn from cases and enabling self-resolution in some situations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud simplifies case management with features like easy case rerouting, auto-assignment, and automated email replies, enhancing efficiency. It also allows automation of workflows with agent force, saving time for customer service teams.
Great Case Management, but Email to Case Needs Improvement
What do you like best about the product?
Case management, pick up, Knowledge base and community
What do you dislike about the product?
Email to case and it doesn’t work as expected. Too many duplicates
What problems is the product solving and how is that benefiting you?
Case management and knowledge base
Great Out-of-the-Box Features and Endless Customization
What do you like best about the product?
Out of the box features work immediately and the customization is endless.
What do you dislike about the product?
Lots of add-ons that come at an additional cost
What problems is the product solving and how is that benefiting you?
Meeting customers where they are through their preferred channel
Great for Centralizing Customer Info, but Setup Discount Needed
What do you like best about the product?
Helps us keep all information about our customers in one place
What do you dislike about the product?
It can be difficult to set up and implement
What problems is the product solving and how is that benefiting you?
Our current process is in multiple tools and this streamlines our efforts
Great for Opportunity Leads, But I Don't Use It
What do you like best about the product?
Opportunity leads flow automation sales processes
What do you dislike about the product?
Case flow optimization field service flow
What problems is the product solving and how is that benefiting you?
Integration with other platforms is little hard
Flexible and Extensible, but Challenging for SMBs
What do you like best about the product?
The flexibility and extensibility of the platform
What do you dislike about the product?
Harder to adapt for small and medium businesses
What problems is the product solving and how is that benefiting you?
Contact centre, customer service, sales transformations
Valuable Case Management but Needs AI Enhancements
What do you like best about the product?
I find faster and quicker assistance for customers particularly valuable, enhancing customer satisfaction. The case management feature is appealing for efficiently handling customer inquiries. I'm also intrigued by newer AI features, which promise to further improve user experience and functionality.
What do you dislike about the product?
I think transitioning to Salesforce Service Cloud could be very challenging. While exploring the platform for future use, I am considering multiple options, indicating some hesitation. I didn't identify any specific AI features I wish to change but generally feel the AI functionality could be improved to make it more intuitive. This suggests that the current level of sophistication and user-friendliness in AI might not meet expectations sufficiently.
What problems is the product solving and how is that benefiting you?
I find the product provides faster assistance for customers, enhancing our service delivery. Its case management feature is particularly useful for achieving this goal.
Robust Integration and Superb Case Management
What do you like best about the product?
I appreciate Salesforce Service Cloud for its straightforward setup and strong organizational capabilities, which help us keep our services and customer cases in good order. The email-to-case functionality and voice channel integration are particularly great for receiving and managing customer information effectively. The integration on all channels and the seamless handling of customer incomes are standout features.
What do you dislike about the product?
I found that the integration with our existing SAP backend was challenging. Although setting up Salesforce Service Cloud was straightforward initially, integrating it with our SAP systems posed significant issues.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to organize services and cases efficiently, keeping customer interactions well-ordered and all case details accessible, which improves our customer service management.
Great for Organization, Challenging to Get Others On Board
What do you like best about the product?
It scratches the itch for everything to be ordered
What do you dislike about the product?
It’s hard to convince people to use it when they are so stuck in their ways.
What problems is the product solving and how is that benefiting you?
This tool is helping me determine what my next steps should be.
Easy Record Management, but Integration Setup Can Be Tedious
What do you like best about the product?
I appreciate how easy it is to manage records and how seamlessly different records are connected to each other.
What do you dislike about the product?
At times, it can be necessary to set up several integrations.
What problems is the product solving and how is that benefiting you?
The contact centre provides support, but my experience has been mixed. While some interactions have been helpful, there have also been times when responses were slow or not as clear as I hoped. Overall, the service is functional, but there is room for improvement in communication and efficiency.
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