Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient Case Management, but Chatter Communication Needs Improvement
What do you like best about the product?
The platform allows me to create, assign, and escalate cases efficiently.
What do you dislike about the product?
Using chatter for communication feels awkward and makes it hard to keep track of conversations.
What problems is the product solving and how is that benefiting you?
Our customers interact with us through numerous touch points, ranging from insurance to payments and financing. With so many users involved in our operations, cases help make everything manageable.
Service Cloud: Absolutely Love It, No Complaints!
What do you like best about the product?
I love service cloud! I have used it for years
What do you dislike about the product?
Nothing! My team loves to use it and there is nothing bad about it
What problems is the product solving and how is that benefiting you?
Customer support and a full transparency of our customers
Great Case Management, but Needs More Features
What do you like best about the product?
I like everything but specially Case management.
What do you dislike about the product?
Where case management is great , there is so more we should be able to do via case which we are not.
What problems is the product solving and how is that benefiting you?
We did not need Jira or Servicedesk for our ticket management. Cases did the work for us.
Highly Effective CRM with Some Account Management Hurdles
What do you like best about the product?
I love how Salesforce Service Cloud allows us to see all of our customers and products in one place, which makes forecasting and communication with executive leadership straightforward. The flows feature is my favorite because it significantly automates our operations. I also appreciate the flexibility to create new objects tailored to our business needs, and I like that the platform's modular design makes configuration easy. Overall, the ease of use after getting past the initial setup adds immense value.
What do you dislike about the product?
I find managing accounts manually in Salesforce Service Cloud can be clunky and tedious, especially when handling a large number of accounts at once without the aid of admin tools or data loaders. This is cumbersome and time-consuming, particularly because our sales leader requires updates during calls. Additionally, there have been some glitches recently, which introduces unnecessary complications despite the general ease of setup and configuration.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to consolidate customer and product data, aiding in accurate forecasting and efficient communication with leadership. It automates processes and adapts to business needs, simplifying work and enhancing productivity.
Great AI and UI Improvements, But Needs Easier Configuration
What do you like best about the product?
It's getting better with ai and better ui
What do you dislike about the product?
It has be more user friendly for configuration
What problems is the product solving and how is that benefiting you?
Customer service
Great Service Cloud Efficiency, but Platform Health Is Essential
What do you like best about the product?
The efficient ability to provide the best service to our customers through futuristic technology
What do you dislike about the product?
In order to get the most out of service cloud, platform health is key. Need to have things in order to get full functionality and experience
What problems is the product solving and how is that benefiting you?
Efficiency play
Great UI, but Missing Features
What do you like best about the product?
The user interface is excellent, and I really appreciate how it enhances our interactions with patients.
What do you dislike about the product?
There are so many new things coming up, and it's really hard to wrap our heads around them.
What problems is the product solving and how is that benefiting you?
The patient services provided were satisfactory. I found the staff to be attentive and helpful throughout my experience. Overall, the support I received met my expectations.
Easy to Use, No Major Drawbacks
What do you like best about the product?
Ease of use and quick setup. The functionalities are business ready.
What do you dislike about the product?
I think more functionalities should be added at no cost.
What problems is the product solving and how is that benefiting you?
Business problems like email to case, case management.
Great for Customer Service, but Needs a Lighter Version for Sales
What do you like best about the product?
By providing timely service to our customers, particularly through agentforce, we can enhance customer satisfaction. This improvement will help us secure repeat business.
What do you dislike about the product?
There isn’t much to dislike about the Service Cloud. However, I would have preferred if there were a lighter version available to better manage sales-related services separately from guest engagement services, since these functions are handled by different departments.
What problems is the product solving and how is that benefiting you?
Thanks to agentforce, we are now able to deliver a higher level of service to our customers, ensuring greater consistency and quality. This improvement leads to increased customer satisfaction, which ultimately encourages them to return and do business with us again.
Great for Case Management, but Picklist Overload Can Be a Challenge
What do you like best about the product?
I have implemented service cloud case management with multiple companies and orgs
What do you dislike about the product?
When my users want never ending picklists on their cases
What problems is the product solving and how is that benefiting you?
How my users manage cases
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