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 SLA Management, but A/B Testing Needs Improvement
What do you like best about the product?
I appreciate how this tool allows me to automate my service processes and manage SLAs effectively. It gives me confidence that no customer will be overlooked.
What do you dislike about the product?
Conducting pilot programs or A/B testing various processes requires a significant amount of effort.
What problems is the product solving and how is that benefiting you?
We use Service Cloud alongside Field Service to make sure our customers receive the level of quality they expect. Many of the large municipalities and enterprises we work with have unique service requirements that we must keep in mind and fulfill.
Efficient Agent Tools and Fast Automation, but Pricey and Sometimes Laggy
What do you like best about the product?
Streamlined agent workflows and tools, Fast case resolution with automation
What do you dislike about the product?
Occasional lags with large case volumes, High cost for advanced features
What problems is the product solving and how is that benefiting you?
Speeds up case handling and resolution
Optimize Flows, Improve Customer Experience
What do you like best about the product?
I like that Salesforce Service Cloud allows a continuous flow for ticket management and automatically diverts them to the corresponding areas. This automation improves the call center operation and significantly reduces customer wait times, ultimately enhancing their experience.
What do you dislike about the product?
Sometimes, the main ticket screen requests too much information that customers might not have available at the moment.
What problems is the product solving and how is that benefiting you?
I use the product to improve the operation of the call center, enhance the entry of claims and management, and reduce customer wait times, which also ensures that tickets automatically reach the corresponding areas.
Great for Centralized Customer Management, but Developer Tools Need Improvement
What do you like best about the product?
A place where customer information can be centrally managed, such as through Case
What do you dislike about the product?
The Apex Editor and Developer Console are difficult to use.
What problems is the product solving and how is that benefiting you?
It allows for quick management and analysis of customer interaction histories.
Enhanced Efficiency with Salesforce Service Cloud
What do you like best about the product?
I appreciate how Salesforce Service Cloud reduces manual intervention, minimizing risks that could negatively affect customer experiences. I also enjoy the route optimization feature, which enhances efficiency in operations. Optimizing Salesforce has significantly improved our ability to utilize its features effectively.
What do you dislike about the product?
I find that the automation capabilities are limited, particularly in integrating voice interactions with Salesforce Service Cloud for both inbound and outbound communications.
What problems is the product solving and how is that benefiting you?
I find that Salesforce Service Cloud reduces manual intervention, minimizing risks that could impact customer experience, streamlining logistical and service-related tasks.
Efficient Support Management with Service Cloud and Seamless Knowledge Integration
What do you like best about the product?
We use Service Cloud extensively in our Salesforce org to manage support cases from our customers and implementation partners. My partners can raise cases and also our customers. We also use Salesforce knowledge which is part of Service Cloud for all of our help documentation. It’s very easy to update the documents inside of Salesforce and have them published on our partner portal unexperienced cloud. I easily add articles and can edit them. It connects easily so that a customer via email can create a case automatically in service cloud or via the customer portal. In our partner portal a partner can see their cases.
What do you dislike about the product?
I find editing documents in Salesforce. Knowledge is okay but it would be great if we could use Mark up. We have styling in there but it just doesn’t have enough choice.
What problems is the product solving and how is that benefiting you?
As a software as a service, CUSTOMER, we have to provide support to both our implementation partners and our customers alike. Service cloud allows us to run this efficiently out of our salesforce Org.
Service Cloud: Convenient Platform, But Needs Better Usability
What do you like best about the product?
Service cloud provides a common platform for all things pertaining to services that is relatively easy to use.
What do you dislike about the product?
I feel it could be more user friendly and more intuitive.
What problems is the product solving and how is that benefiting you?
Helping us to see the biggest areas to focus on and to see the opportunities
Versatile Features Make This a Standout Product
What do you like best about the product?
Versatility of features and ease of configuration and maintenance.
What do you dislike about the product?
Not much really. I can't think of a single thing.
What problems is the product solving and how is that benefiting you?
Case ticketing system and routing.
Has helped us streamline support
What do you like best about the product?
We were already using sales cloud for many of our operations but our IT support was isolated in a separate system. We love how it connects with all our data in sales cloud and creates visibility for all teams on both sides. It has also allowed us to improve ticketing for external customers but slows our account management team to manage and see requests.
What do you dislike about the product?
Does take some initial skill to get going we had to work with a partner so does have some upfront start up costs.
What problems is the product solving and how is that benefiting you?
It has allowed us to consolidate our IT help desk into one place for both our internal IT support ticketing as well as support tickets for IT from external customers. We have also been able to leverage it for our a client success teams to track other non IT support needs in one place.
Great Case Tracking and Email Integration, but Customization Can Be Tricky
What do you like best about the product?
Being able to track all cases in a single system, along with the email-to-case functionality, has been very useful.
What do you dislike about the product?
At times, it can be challenging to customize.
What problems is the product solving and how is that benefiting you?
We support 3,000 users, and Service Cloud enables us to monitor the cases our customers create.
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