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.
Intuitive and Useful App, but Price Could Be Better
What do you like best about the product?
This is a very good app—intuitive and genuinely useful. I would definitely recommend it.
What do you dislike about the product?
Probably the price maybe improved further
What problems is the product solving and how is that benefiting you?
Itsm serves as the primary function.
Great Agent Inclusion and AI Value
What do you like best about the product?
Agent inclusion is best. Solid value add with AI
What do you dislike about the product?
Reasonable price and clarity on data cloud need
What problems is the product solving and how is that benefiting you?
Customer service
Effective Learning Tool with Helpful effective learning Feedback
What do you like best about the product?
It us very effective and helpful to learn
What do you dislike about the product?
Very very helpful and get lots of feedback
What problems is the product solving and how is that benefiting you?
Case Manager
Efficient Service Management, but Too Many Clicks Required
What do you like best about the product?
Works well to manage all service needs for my org
What do you dislike about the product?
So many clicks to complete my needs and track correctly
What problems is the product solving and how is that benefiting you?
Systematic tracking of business service needs
Great to use
What do you like best about the product?
The work pushed to me. Have all the key information in one point. The automation. Article recommandation
What do you dislike about the product?
is the complexity of its user interface for new users if they are not well onboarded.
What problems is the product solving and how is that benefiting you?
Collaboration and team work management
Effortless Setup, Boosts Team Efficiency
What do you like best about the product?
I appreciate that Salesforce Service Cloud is relatively easy to use and set up, with most features being out of the box and simple to configure. The case assignment, knowledge articles, service console, and integrated VoIP capabilities are beneficial for efficient case management across different teams. It’s also impressive how it fits our use case perfectly and facilitates easy adoption.
What do you dislike about the product?
I think the omnichannel capabilities should be more readily available with the basic service cloud package. Currently, the need to have separate SKUs for using tools like voice and messaging can be restrictive. Bundling these capabilities with the basic package would be more beneficial, especially for users utilizing multiple channels. This would align better with the requirements of businesses that rely heavily on mid-channels like voice and messaging for their operations.
What problems is the product solving and how is that benefiting you?
I use Service Cloud for efficient case management across teams, easing customer issues resolution. Its integration with VoIP simplifies case creation, making setup easy and adoption high.
Great Customer 360 and Digital Engagement, but Lacks Some Channel Integrations
What do you like best about the product?
The Customer 360 view brings together both sales and service perspectives within the omni-channel experience. Additionally, the integration of digital engagement with service voice has truly elevated the service cloud offering, making it stand out as one of the best available.
What do you dislike about the product?
The option to add channels such as Instagram and Telegram is not available by default. However, it is possible to include them through customization but its not always necessary.
What problems is the product solving and how is that benefiting you?
This platform allows you to manage all customer communications and queries in one place. It integrates every channel within the familiar Salesforce ecosystem, making it much easier for those already using a CRM to get started, as the learning curve is quite low.
Great Accessibility, But Updates Can Cause Issues
What do you like best about the product?
Accessibility and easy to implement, support
What do you dislike about the product?
Updates that break it and too many updates
What problems is the product solving and how is that benefiting you?
The communication with customers
Exploring Salesforce for Unified Data Management
What do you like best about the product?
I appreciate that the idea of unifying data across multiple departments could really help enhance collaboration when supporting the same customer. The inclusion of AI tools in Salesforce Service Cloud to help merge data together sounds promising and innovative.
What do you dislike about the product?
Nothing at this time maybe how users that are not technical and have been using dated processes may not be able to adapt as quickly.
What problems is the product solving and how is that benefiting you?
I'm considering it to unify data across departments, aiding customer service with a centralized database and AI tools for data merging.
Absolutely Love Everything About It
What do you like best about the product?
Everything I love all of it is really amazing
What do you dislike about the product?
I don’t really like working with cases sometimes
What problems is the product solving and how is that benefiting you?
Sometimes
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