Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Strong Support and Automation, but Pricey and Complex
What do you like best about the product?
is valued for its powerful support tools, automation, and omnichannel capabilities.
What do you dislike about the product?
Users are sometimes dissatisfied with the high cost, steep learning curve, and limited customization in certain cases.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines support and automates tasks.
Efficient Tool for Customer and Service Management
What do you like best about the product?
I appreciate how Salesforce Service Cloud enables me to effectively track customer information and provide the services they require. This functionality greatly supports my day-to-day operations by ensuring that I can efficiently manage and meet customer needs.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to track customer information and provide the services they require, enhancing our customer service capabilities.
Efficient Customer Support, but Steep Learning Curve with Salesforce Service Cloud
What do you like best about the product?
I like how Salesforce Service Cloud centralizes all customer interactions, making it easy to track cases and deliver fast, personalized support.
What do you dislike about the product?
Some functions can be quite complex to configure without admin support, and the interface can feel overwhelming for new users.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer inquiries efficiently through live chat and contact center integration. It centralizes all communication, automates case routing, and improves response time — leading to faster resolutions and better customer satisfaction.
Efficient Customer Support with Salesforce Service Cloud, but Setup Can Be Complex
What do you like best about the product?
like how Salesforce Service Cloud centralizes all customer interactions in one place, making it easier to deliver fast, personalized, and efficient support.
What do you dislike about the product?
Sometimes the platform can be complex to configure and requires significant customization to meet specific business needs.
What problems is the product solving and how is that benefiting you?
complete view of the customer, which improves response time and overall service quality.
Streamlined Operations with Intuitive Setup
What do you like best about the product?
I appreciate Salesforce Service Cloud's intuitive look and feel, along with the straightforward setup and ease of use. It has significantly improved our customer service experience by simplifying the process for business users, which leads to better customer experiences. The chat, email-to-case features, and automation using flows are particularly useful.
What do you dislike about the product?
Nothing that I can think of.
What problems is the product solving and how is that benefiting you?
I find the product eliminates the need for multiple systems, simplifying customer service for business users and enhancing the customer experience.
Seamless User Experience, but Slow Loading Times
What do you like best about the product?
What stands out to me is the user experience—it's incredibly seamless and easy to use.
What do you dislike about the product?
It does take a lot of time to load in some cases
What problems is the product solving and how is that benefiting you?
Efficient customer support
Challenging Onboarding, but Efficient Once Mastered
What do you like best about the product?
I appreciate that Salesforce Service Cloud allows us to efficiently transition from WhatsApp promotional messages to direct client interactions through human agents. Having all the information for our agents readily available in one place significantly enhances our operational efficiency. The automation features have streamlined previously manual processes, resulting in improved problem-solving capabilities for our clients.
What do you dislike about the product?
The onboarding process and learning how to use Salesforce Service Cloud initially is really tough.
What problems is the product solving and how is that benefiting you?
I find the product automates customer interactions, facilitating seamless communication between agents and clients, and consolidates information for efficiency.
Great ITSM Features, But Missing a CMDB
What do you like best about the product?
Acts like ITSM, so we can submit case for the company.
What do you dislike about the product?
Would love a CMDB to help with assets on network.
What problems is the product solving and how is that benefiting you?
Can use AI to help with providing knowledge to end users.
Great Omnichannel Support, but Voice Channel brings challenges
What do you like best about the product?
Omni channel support allows us to assist customers across all channels, ensuring we can help them wherever they reach out.
What do you dislike about the product?
The voice channel is always challenging to address and typically requires a third-party vendor.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us provide better service to our customers and resolve tickets within the expected timeframe.
Great Omni-Channel Routing, but Terminology Can Be Challenging for New Advisors
What do you like best about the product?
I appreciate the omni-channel routing feature because it gives me a clear overview of all incoming cases.
What do you dislike about the product?
Some of the terminology may be challenging for new advisors to grasp.
What problems is the product solving and how is that benefiting you?
Handling inbound service requests has been a key part of my experience with this product. The process is straightforward and allows for efficient management of incoming queries. Overall, it has made dealing with service requests much more organized.
showing 831 - 840