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.
A Comprehensive Solution for Global Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud supports our learners globally by allowing issues to be managed efficiently through the case management solution. The setup was straightforward, reinforcing Salesforce’s reputation for ease of use. It offers a comprehensive package with all necessary features, making it invaluable.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to efficiently manage global learner support requests at Coursera, allowing smooth case management and agent collaboration.
Great Workflow, But Room for Improvement
What do you like best about the product?
The future AIQ release that would be used within service cloud
What do you dislike about the product?
The lack of support and inspiration for development
What problems is the product solving and how is that benefiting you?
More AI features that will help day-to-day scheduling service calls
Powerful and Customizable, but Pricey Salesforce Service Cloud
What do you like best about the product?
Service Cloud has all the power and flexibility of the Salesforce Platform. I can customise it and make it work exactly the way that my business works. Plus I have all the stability and security afforded by the Salesforce platform too.
What do you dislike about the product?
It's not the cheapest, if you want the best you have to pay for it.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to take support requests from all our channels including Facebook, WhatsApp and Discord as well as phone calls. We can route those requests quickly and easily to the best agent best on their skill set and the nature of the issue.
Valuable Customer Support Tool with Pricing Challenges
What do you like best about the product?
I find the knowledge base feature of Salesforce Service Cloud incredibly useful. It has greatly aided in phase deflection and streamlined the onboarding process for my team. Additionally, the support provided by the Service Cloud agents has been valuable in enhancing our customer support efforts.
What do you dislike about the product?
The price is really expensive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for phase deflection and an easy onboarding process through the knowledge base, helping my team manage customer support more efficiently.
Solution Architect
What do you like best about the product?
Robust and thoroughly thought through processes that can easily be implemented in a heartbeat, if only your own processes align.
What do you dislike about the product?
There's not much on the product-side itself.
What problems is the product solving and how is that benefiting you?
It helps us organize most of our customer-facing communication
Complex Setup, But Automates Workflow Effectively
What do you like best about the product?
I find Salesforce Service Cloud invaluable for integrating service tickets with our sales platform, enhancing our ability to manage support issues efficiently. I appreciate its automation features, which streamline our agent workflows by automatically responding to certain business listings, thereby saving time and improving productivity.
What do you dislike about the product?
I find the setup process for Salesforce Service Cloud to be overly complex and time-consuming. It took almost a three-month cycle to set up properly, which I find to be a significant disadvantage. I believe the setup should be easier than what it is today.
What problems is the product solving and how is that benefiting you?
I find the product centralizes service tickets with sales, automates agent responses, streamlining processes.
Better Than ServiceNow but Needs Agent Efficiency Boost
What do you like best about the product?
I found the Salesforce Service Cloud's user-friendly interface quite appealing, making the setup process easy and distinguishing it from previous systems. Its functionality and features make it preferable over ServiceNow, suggesting an overall positive user experience.
What do you dislike about the product?
I'm not fully satisfied with how Salesforce Service Cloud benefits us, as it doesn't seem to be solving significant problems for our team. Its effectiveness would improve if we had agents, but since we don't, the platform is just okay for us. I see room for improvement in enhancing agent efficiency, as optimizing this could make the service more beneficial.
What problems is the product solving and how is that benefiting you?
I needed a place to store requests from business users. The interface is user-friendly, which makes setup easy and different.
Powerful and Customizable, but Requires Careful Management
What do you like best about the product?
It’s so robust and customizable to our orgs needs.
What do you dislike about the product?
If we are not very careful it can get away from us.
What problems is the product solving and how is that benefiting you?
Agents and internals
Extremely Resourceful and Useful for Field Service and Customer Operations
What do you like best about the product?
Very resourceful and useful for field service and customers operations
What do you dislike about the product?
how complex it can become for end users when too many features or customizations are layered in.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions, making it easier to track cases, follow up on issues, and collaborate across teams. Having a unified view of each customer saves me time, ensures accountability, and helps maintain consistency in communication.
Great for Tracking Quality and Cases, Looking Forward to AI Integration
What do you like best about the product?
It allows us to track quality and our cases
What do you dislike about the product?
At the moment nothing. Hopefully AI and integration with Agents soon
What problems is the product solving and how is that benefiting you?
Allows us to help our customers faster and track issues
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