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 Integration Options, but Occasional Performance Issues with Salesforce Service Cloud
What do you like best about the product?
Service cloud has many options to interact with other services and applications. I love the experience of Salesforce service cloud.
What do you dislike about the product?
Sometimes it has some performance issues
What problems is the product solving and how is that benefiting you?
It is very much useful tool for day to day operations and works well with other applications.
Excellent and Intuitive Features, No Major Issues
What do you like best about the product?
I found it to be excellent and very intuitive when it comes to its main features.
What do you dislike about the product?
At the moment, I can't think of any issues, and I've never encountered any significant problems with it.
What problems is the product solving and how is that benefiting you?
The communication and transparency of information with cross-functional teams stand out. I appreciate how information is shared openly, making collaboration smoother and more effective across different departments.
Service Cloud Improves Efficiency but Needs Customization for Some Businesses
What do you like best about the product?
Service Cloud enhances the quality of service by allowing service representatives to focus on the most important tasks.
What do you dislike about the product?
In certain situations, it demands significant customization to align with the customer's specific business processes.
What problems is the product solving and how is that benefiting you?
This tool enables me to concentrate on high-value tasks while also providing helpful support to representatives through agentforce.
Powerful When Customized, but Service and Sales Should Be Bundled
What do you like best about the product?
I find when setup for the individual client correctly it can be a powerful tool to help move things forward
What do you dislike about the product?
It would be nice if service and sales were a package. I find some clients will one buy 1 and really need both
What problems is the product solving and how is that benefiting you?
The ability to streamline the all the options and have everything in one place and attach to a single company with out having to look at multiple locations for the information
Solid Tool for Case Management, Needs Modernization
What do you like best about the product?
I enjoy the straightforward setup of Salesforce Service Cloud, which simplifies our operations from the start. Case management is a standout feature, allowing us to easily relate cases to specific accounts or contacts, which enhances our tracking capabilities. Chatter on cases and efficient case assignments are also particularly useful.
What do you dislike about the product?
I think the case assignment rules are outdated and could use a little bit more modernization.
What problems is the product solving and how is that benefiting you?
I use the product for case management, relating cases to accounts and contacts helps track workflows efficiently.
Excellent Customer Service and Email Integration Features
What do you like best about the product?
It is very useful to have customer servicing done.Email to case integration is very useful.
What do you dislike about the product?
Nothing much. All features are good. We love it.
What problems is the product solving and how is that benefiting you?
We resolve Customer problems through email to case.
Great Email-to-Case Feature, but Omnichannel Is Too Complex
What do you like best about the product?
Email-to-Case is very effective and has multiple configurations to set set up as per requirements.
What do you dislike about the product?
To work with Omnichannel : the processes need to be more defined
What problems is the product solving and how is that benefiting you?
It is routing cases as per case assignment rule and we are using Milestones and entitlements effectively
Powerful Command Center, but Access Rules Can Be Complicated
What do you like best about the product?
The Command Center feature stands out as a powerful tool for agents providing service.
What do you dislike about the product?
At times, I find that the access rules can be quite complex to set up and implement.
What problems is the product solving and how is that benefiting you?
The team demonstrates great fluidity and shares knowledge effectively, which contributes to the rapid resolution of issues.
Great Case Management Features
What do you like best about the product?
Case management useable is nice to use!!
What do you dislike about the product?
It’s expensive and bit complicated…………..
What problems is the product solving and how is that benefiting you?
Case management
Reliable for Customer Case Management with Omnichannel Strength
What do you like best about the product?
I appreciate Salesforce Service Cloud's omnichannel functionality, which has proven to be very useful for our organization. The ease of setup without needing additional configuration, apart from setting up 'email to case,' enhances its usability. Its ability to quickly solve cases and provide customer relief is significant, making it an indispensable tool for us.
What do you dislike about the product?
Nothing much
What problems is the product solving and how is that benefiting you?
I find the product excels in quick case resolution, providing customers with the relief they request efficiently.
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