Agentforce Service
Salesforce, Inc.External reviews
7,066 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Great Omni-Channel Support, but Case Feed Limitations Frustrate
What do you like best about the product?
Omni-channel support, case management, email-to-case functionality, and Cases on Experience Cloud are all features I appreciate.
What do you dislike about the product?
The case feed has a limitation on the number of characters, as well as restrictions on code and special characters.
What problems is the product solving and how is that benefiting you?
The platform offers features such as case assignment and routing, as well as reporting on important metrics. It also supports chat management, handles inbound emails, and addresses questions related to Experience Cloud.
Love the Interconnected Nature of Salesforce Cloud
What do you like best about the product?
The interconnected nature of Salesforce Cloud stands out to me. Its various components work together seamlessly, allowing for a more unified experience across different business functions. This integration makes it easier to manage data and processes within the platform.
What do you dislike about the product?
There is a pressing need to train a new generation of developers rapidly.
What problems is the product solving and how is that benefiting you?
Facilitating connections between customers and a dynamic marketing environment.
Seamless Integration with Other Apps—No Complaints
What do you like best about the product?
Seem less integration with other apps with service cloud
What do you dislike about the product?
I don’t have anything that I dislike about service cloud
What problems is the product solving and how is that benefiting you?
Faster Incident and change tickets
Great App Exchange Features, But Too Dependent on Salesforce Objects
What do you like best about the product?
The enhancements in capabilities offered through the app exchange and workflows are notable.
What do you dislike about the product?
The reliance on Salesforce objects, as opposed to utilizing an API, stands out to me. This dependency can sometimes limit flexibility, especially when compared to the broader integration possibilities that APIs offer.
What problems is the product solving and how is that benefiting you?
Call center for hospitality
Great for Productivity, but Slow on Escalation Rules
What do you like best about the product?
Productivity for everything
It is really easy to use
It is really easy to use
What do you dislike about the product?
Slow activities such as escalation rules
What problems is the product solving and how is that benefiting you?
Resolving fast and tracking of the client
showing 921 - 930