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 for Case Deflection, Needs Better Account Reporting
What do you like best about the product?
Knowledge works exceptionally well for case deflection. It effectively helps users find the information they need, reducing the number of support cases.
What do you dislike about the product?
I would love to see a more service centric account view with standard reports on the account page
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us address case deflection by leveraging its knowledge features, which has benefited my company by decreasing the number of cases we receive.
Impressive 360 Client View, No Dislikes So Far
What do you like best about the product?
The 360 view of each client. It gives us a whole new set of information
What do you dislike about the product?
actually, we havent found yet anything we dislike
What problems is the product solving and how is that benefiting you?
to improve our customer satisfaction
Efficient Case Assignment, but Web-to-Case and Email Issues Persist
What do you like best about the product?
Cases can be automatically assigned based on criteria like issue type, priority, or agent skill using Assignment Rules or Omni-Channel Routing, which ensures faster responses and balanced workloads.
What do you dislike about the product?
Sometimes the web to case or case to email doesn’t work correctly.
What problems is the product solving and how is that benefiting you?
We are able to use cases to figure out what is going wrong for our clients.
Unified Support with Ease of Use
What do you like best about the product?
I appreciate how straightforward and easy it was to set up Salesforce Service Cloud, thanks to its use of standard Salesforce functionalities. I find the unified support system and omnichannel routing incredibly beneficial for our company’s operations. The case summarization feature is very useful, and the ease of using the system makes me consider purchasing it again.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for a unified support system, hosting a help center on the Experian site with omnichannel routing for cases, calls, and messages.
Powerful Customer Support Platform with Robust Features but Steep Learning Curve
What do you like best about the product?
Salesforce Service Cloud provides an end-to-end solution for case management, customer engagement, and omnichannel support. Its automation capabilities, real-time analytics, and AI-driven insights empower teams to enhance operational efficiency and deliver scalable, data-backed customer experiences. The platform’s seamless integration with Salesforce CRM ensures unified visibility across the customer lifecycle.
What do you dislike about the product?
The platform’s complexity introduces a steep learning curve, requiring significant administrative configuration and user training. Customization can become resource-intensive, and system performance may lag with heavy data loads. Additionally, licensing and add-on costs can escalate quickly, impacting ROI for smaller organizations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes case management, streamlines ticket resolution, and enhances visibility across customer interactions. The platform reduces response times through automation and AI-driven routing, improving SLA adherence and customer satisfaction. Integration with knowledge bases and omnichannel support enables seamless customer engagement and empowers agents with real-time insights to drive operational excellence and scale service delivery efficiently.
A CRM solution to rule them all.
What do you like best about the product?
Salesforce Cloud provided a path forward for our existing CRM solution. The solution consolidated several data sources into a single member record. All of our various sale channel teams can now collaborate with Salesforce Cloud to better understand and meet our customer's needs.
What do you dislike about the product?
Migrating legacy CRM solutions can involve a learning curve, especially when custom development is required.
What problems is the product solving and how is that benefiting you?
Service cloud has made it possible for our teams to better collaborate. Rather than operating on separate applications and IT silos.
Efficient Case Management with Robust Digital Channel Support
What do you like best about the product?
I appreciate Salesforce Service Cloud's adaptability and efficiency, especially with capabilities like email to case, escalations, and entitlements. The addition of Agentforce enhances its efficiency and effectiveness for digital channels. The platform significantly improves operational efficiency, aiding in handling customer complaints and inquiries, and offers excellent integration with digital channels. I also find 'email to case' a major advantage, which has become a crucial feature for us. Moreover, its ability to improve agent focus on closing cases and enhance turnaround times adds substantial value.
What do you dislike about the product?
I find the case management process in Salesforce Service Cloud could be more efficient. Additionally, the email archiving process is something that could be improved.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to handle complaints, inquiries, and digital channels, which significantly improves operational efficiency and helps understand customer problems better.
Powerful Customer Service Centralization, but Setup Can Be Overwhelming
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes and streamlines customer service operations. It allows support agents to have a 360-degree view of each customer, including case history, interactions, and preferences, which makes resolving issues much faster and more personalized.
What do you dislike about the product?
One thing I find challenging about Salesforce Service Cloud is that it can be quite complex to set up and customize, especially for organizations with unique processes. Sometimes, navigating through all the features, configurations, and automation options can feel overwhelming for new users. Additionally, while it’s extremely powerful, certain advanced features may require additional training or development resources to fully leverage, which can slow down initial adoption.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves several key challenges in customer service and support. It centralizes customer information, allowing agents to see a complete view of each customer’s history and interactions. This reduces response times, avoids repeated explanations from customers, and ensures a more personalized experience. It also automates routine tasks—like case routing, follow-ups, and knowledge base suggestions—freeing up agents to focus on more complex issues.
Excellent Interfaces and Impressive Patches—An Awesome Platform
What do you like best about the product?
I find the interfaces to be excellent, and the patches released are truly impressive.
What do you dislike about the product?
There isn't anything in particular to point out—it's simply an awesome platform.
What problems is the product solving and how is that benefiting you?
The field service management and feedback consolidation features are notable aspects of this product.
Great for Case Management, But Lacks Customization
What do you like best about the product?
Very good case management tool that everyone can use
What do you dislike about the product?
Not very customizable. Need a lot of development work.
What problems is the product solving and how is that benefiting you?
One view for managing cases. Escalation is good
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