Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Dependable Service Desk with Easy Setup
What do you like best about the product?
I find setting up Salesforce Service Cloud easy with the help of Trailheads. I appreciate the chat feature, along with channels and routing, which are very useful. Additionally, the integration with Salesforce Sales Cloud and Jira enhances our work efficiency.
What do you dislike about the product?
I wish the agent bots could be improved to enhance their performance.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage learner complaints, benefiting from its chat, channels, and routing features for efficient issue handling, which enhances our team's responsiveness.
Great for Customer Journey Mapping, but Concerns About Agentforce Transition
What do you like best about the product?
Connecting customer touch points along the journey
What do you dislike about the product?
How it is changing with the move to agentforce
What problems is the product solving and how is that benefiting you?
Connecting all touch points along the consumer journey
Great Integration Features
What do you like best about the product?
Integration across investor lifecycle in one place
What do you dislike about the product?
Everything feels, and is charged, as custom enhancement
What problems is the product solving and how is that benefiting you?
Finding client problems
Great Email to Case Feature, But Some Drawbacks
What do you like best about the product?
Email 2 case is very great for communication
What do you dislike about the product?
Its very expensive and not many people in my ecosystem use it
What problems is the product solving and how is that benefiting you?
Connecting with customers for logistics processes
Efficient Customer Support with Powerful Tools, but Complex Setup in Salesforce Service Cloud
What do you like best about the product?
I like that Salesforce Service Cloud provides a unified platform to manage customer support efficiently, with powerful automation, AI tools, and real-time insights to deliver faster, more personalized service.
What do you dislike about the product?
Sometimes Salesforce Service Cloud can be complex to configure, and customizing workflows or reports may require technical expertise. Occasional performance issues can also slow down large-scale operations
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves issues like slow case handling, disconnected customer data, and limited visibility. It benefits us by streamlining support processes, improving response times, and boosting customer satisfaction.
Easy to Use and Great for Tracking KPIs
What do you like best about the product?
The ease of use and ability to gain insights on our open tickets against KPIs
What do you dislike about the product?
Nothing comes to mind as major. Just aometimes the UI is a little clunky.
What problems is the product solving and how is that benefiting you?
Helping maage tockets and ensure days outsanding is within SLAs
Driving Service Efficiency with Salesforce Service Cloud: Insights from IT Leadership
What do you like best about the product?
1. I appreciate how Service Cloud gives our teams a unified view of customer and partner issues—it helps us respond faster and with greater context.
2. The built-in automation and knowledge-sharing features make a real difference in driving consistency and improving the overall service experience.
2. The built-in automation and knowledge-sharing features make a real difference in driving consistency and improving the overall service experience.
What do you dislike about the product?
Small process change requires significant config changes with too much of admin intervention. This typically slows down the turn around to improve a process.
What problems is the product solving and how is that benefiting you?
Three areas of map t with the service cloud: —Unified Customer View: Brings all customer and partner interactions into one place, improving visibility and response time.
- Streamlined Case Management: Automates routing, prioritization, and resolution to boost service efficiency and consistency.
- Actionable Insights: Provides real-time dashboards and metrics to monitor performance, SLAs, and customer satisfaction
- Streamlined Case Management: Automates routing, prioritization, and resolution to boost service efficiency and consistency.
- Actionable Insights: Provides real-time dashboards and metrics to monitor performance, SLAs, and customer satisfaction
Robust Case Management and Powerful Integration Features
What do you like best about the product?
Powerful integration. One of its key strengths lies in its robust case management capabilities, allowing teams to track, escalate, and resolve issues effectively through features like SLAs, milestones, and automated case routing via Omni-Channel.
What do you dislike about the product?
The user interface, while powerful, can feel cluttered and overwhelming for new agents, often requiring multiple clicks to complete simple actions unless well-customized. The initial setup and configuration can be complex and time-consuming
What problems is the product solving and how is that benefiting you?
It helps with integrating data at one place
Great for Case Tracking, But Lacks Feedback Mechanism
What do you like best about the product?
Service cloud helps us track the user cases and provide the support we need
What do you dislike about the product?
I like most of the things about service vloud except that it does not provide the feedback mechanism
What problems is the product solving and how is that benefiting you?
Case amnagement
Technology leader in my second Service Cloud implementation
What do you like best about the product?
The best thing about Salesforce Service Cloud is its powerful combination of a unified customer view and intelligent, omnichannel support.
It excels by consolidating all customer interactions, case history, and data onto a single platform, giving agents a complete 360-degree view of the customer. This enables highly personalized and efficient service.
It excels by consolidating all customer interactions, case history, and data onto a single platform, giving agents a complete 360-degree view of the customer. This enables highly personalized and efficient service.
What do you dislike about the product?
Nothing to point out as disadvantage, but some attention points to the ones in the beginning of this journey… If the implementation is poorly planned or overly customized by a development team focused on leadership's needs over the end-user, the result is an unnecessarily complicated system that agents and service managers will resist using. This leads to low user adoption, poor data quality, and a failure to realize the expected ROI. In essence, the platform's power becomes its biggest organizational hurdle without the right, constant expertise.
What problems is the product solving and how is that benefiting you?
Structuring the backoffice team routine with client information in one click distance and historical data
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