Agentforce Service
Salesforce, Inc.External reviews
7,066 reviews
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External reviews are not included in the AWS star rating for the product.
I Love Using Cases—No Complaints!
What do you like best about the product?
I love using casesso my users can easily respond to inquiries.
What do you dislike about the product?
It can be challenging to keep up with all the release and changes.
What problems is the product solving and how is that benefiting you?
Allows all our users to see support history and assist with questions
Customizable and Efficient with Room for AI Enhancement
What do you like best about the product?
I really appreciate Salesforce Service Cloud for its easy customization and efficiency in managing and resolving cases. The ability to build out particular business processes is incredibly beneficial. I find the customization features particularly useful, especially with flows and automated processes. The ease of handling case assignments enhances our workflow significantly.
What do you dislike about the product?
I find that Salesforce Service Cloud could improve in its appeal by being more modern or 'cool.'
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for easy customization and building business processes to manage and resolve cases efficiently, simplifying workflows through automation and case assignments.
Seamless Data Integration and Personalized Service
What do you like best about the product?
I appreciate how Salesforce Service Cloud seamlessly connects data in one place, enhancing the service team's efficiency and reducing costs with AI. The agentic post-call transcripts are incredibly useful for keeping track of conversations. Integration with existing Salesforce tools like Marketing Cloud and CRM ensures a cohesive system.
What do you dislike about the product?
I anticipate challenges with the telephony side and data management integration with Salesforce Service Cloud, as it seems complicated.
What problems is the product solving and how is that benefiting you?
I find the product seamlessly connects data, driving efficiencies with AI and reducing the cost to serve.
Service
What do you like best about the product?
It works good, I like the way it helps our contact center
What do you dislike about the product?
I think ot would be great to connect all our stuff
What problems is the product solving and how is that benefiting you?
Call Center communications
Great Productivity Boost with Agentic Assets, but Slow Startup Time
What do you like best about the product?
Agentic assets to increase productivity automate
What do you dislike about the product?
long spin up time and learning the backend
What problems is the product solving and how is that benefiting you?
helping in converting leads and automating support
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.
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