Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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External reviews are not included in the AWS star rating for the product.
Great for CS Team Collaboration, No Major Drawbacks
What do you like best about the product?
Allows our cs team to collaborate on all things customer related
What do you dislike about the product?
I really don’t have anything that is not helpful
What problems is the product solving and how is that benefiting you?
360 view of the customer
Great for Customer Communication, but Pricey and Complex
What do you like best about the product?
Communication with customers and manage cases
What do you dislike about the product?
High cost and complexity is something I do not like
What problems is the product solving and how is that benefiting you?
Case management is a feature we heavily use
Highly Customizable, But Lacking Recent Innovations
What do you like best about the product?
Flexibility of adding any kind of business process and high customization.
What do you dislike about the product?
Not as many advances in recent years. Would love to see more effort put into advancement other than agentforce
What problems is the product solving and how is that benefiting you?
Case management for all service calls is robust and the interface is incredibly customizable and responsive.
Automation Made Easy
What do you like best about the product?
Ease of automation. The tools are flexible.
What do you dislike about the product?
It can get overwhelming with all the different options and requires a good foundation.
What problems is the product solving and how is that benefiting you?
Customer case management
Easy to Use, but Queue Refreshing Is Annoying
What do you like best about the product?
It's very easy to use, and finding the data you need is straightforward.
What do you dislike about the product?
Having to refresh queues to find new cases
What problems is the product solving and how is that benefiting you?
Keeping track of milestones and being able to report incidents to our board so we can quickly resolve them
Efficient Case Management, but Chatter Emailing Needs Improvement
What do you like best about the product?
The platform allows continuous streamline for case management and tracking sla for customer success
What do you dislike about the product?
Chatter is a fantastic feature, but I wish there were a more straightforward way to email Chatter posts to others without having to create a group.
What problems is the product solving and how is that benefiting you?
Creating a platform that allows our org to have continuous customer success and meet needs for them
Easy Access and Customization with Salesforce Service Cloud
What do you like best about the product?
I find Salesforce Service Cloud easy to set up, thanks to its flexibility and customization options. I appreciate the ease of accessing all employee-related files, which eliminates the need for external storage and ensures everything is stored in one place. The built-in data protection also gives me confidence in keeping sensitive information secure.
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 easy access to employee files and data protection, consolidating everything in one place without the need for external storage.
Powerful Tools & Data Tracking, but Requires Significant Setup
What do you like best about the product?
All the tools that simplify my team's work and provide my managers with the necessary data are conveniently located in one place. I really appreciate the depth of data analysis available. Everything you need to manage your team can be tracked and measured in several helpful ways.
What do you dislike about the product?
As with many aspects of Salesforce, the quality of your experience depends on the effort you invest. To achieve an outstanding result, you really need to dedicate significant time to customizing the app so it fits the needs of you and your team.
What problems is the product solving and how is that benefiting you?
No customer issue is lost, and the data we build over time helps us deliver a product and customer experience that actually matters to our customers.
Seamless Case Management Boosts Customer Satisfaction
What do you like best about the product?
I appreciate the ease of use of Salesforce Service Cloud and its out-of-the-box functionality, which handles many of our needs seamlessly. The integration with other platforms, such as Microsoft and Google Cloud, enhances our workflow efficiency. Case management features like email to case, auto capturing CSAT, and case routing are invaluable, significantly improving our customer service and satisfaction ratings. The seamless integration enables effective automation, creating a substantial benefit for our customer management. Salesforce Service Cloud's overall effectiveness is also a key reason for continued use and potential future purchase.
What do you dislike about the product?
I think that the service has a huge opportunity for AI, to further automate and provide best in class service to customers. I would make it more widely available to Service Cloud customers.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to streamline case management, improving customer service and satisfaction. The seamless integration with other platforms automates processes, benefitting our team significantly.
The gold standard
What do you like best about the product?
It enables the right business outcomes for us and our customers.
What do you dislike about the product?
There is absolutely nothing to dislike about it.
What problems is the product solving and how is that benefiting you?
Help desk service support
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