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.
Effortless Case Management, Needs More AI
What do you like best about the product?
I find the ability to create cases for our tier-one support team highly beneficial. It keeps all ticket users organized inside Salesforce, making tracking straightforward and efficient. Additionally, the ease of use of Salesforce, whether it's Sales Cloud or Service Cloud, is impressive. Furthermore, the integration capabilities with other tools like Sales Cloud, Marketing Cloud, Data Cloud, and MuleSoft enhance our workflows.
What do you dislike about the product?
I wanted the capability to fully replace BMC Remedy with Salesforce Service Cloud, which implies limitations or gaps in functionality. Additionally, I see potential for more AI integration, suggesting current AI capabilities might not meet all my needs.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to create cases for our tier one support, keeping all ticket users organized and facilitating essential case tracking.
Easy Navigation Makes It Stand Out
What do you like best about the product?
Easy to navigate to functions and jump between tabs
What do you dislike about the product?
I don’t really have any feedback regarding this topic
What problems is the product solving and how is that benefiting you?
It does all our ticket management triaging
Great Automation Features, But Room for Improvement
What do you like best about the product?
it has the ability to automate few complicated tasks
What do you dislike about the product?
while it has the ability, it takes a long to get the system working
What problems is the product solving and how is that benefiting you?
not yet used
Stable Platform with Great Features, but Pricey for a CRM
What do you like best about the product?
Rock solid platform stability with decent engineering improvements and ootb functionality.
What do you dislike about the product?
Cost is much higher then I would expect from a CRM.
What problems is the product solving and how is that benefiting you?
It enables customer service across our varying business lines.
Sales Enablement Director
What do you like best about the product?
ease of use and functionality; support services
What do you dislike about the product?
it supports classic; think it should be sunset
What problems is the product solving and how is that benefiting you?
workflow, tracking
Streamlines Case Management, Robust Yet Slightly Constrained
What do you like best about the product?
I appreciate how Salesforce Service Cloud automates the creation of cases through email, which streamlines the process for my service team and enhances their efficiency in addressing customer issues. The email-to-case feature is incredibly robust and valuable, making customer interactions and support management seamless.
What do you dislike about the product?
There are some limitations in Salesforce Service Cloud causing headaches. These limitations are becoming more problematic as more teams leverage the platform. The initial setup experience was also not ideal due to the implementation partner not performing effectively, which added challenges to the process.
What problems is the product solving and how is that benefiting you?
I find the product automates case creation and streamlines our service team's process, enhancing efficiency in addressing customer issues.
Easy Setup and Omni-Channel Integration, but Interface Needs Improvement
What do you like best about the product?
Easy to configure, easy to use, interconnected with other applications. Allows my organization to enable Omni-channel.
What do you dislike about the product?
Interface can use an uplift. Easy to “clutter”.
What problems is the product solving and how is that benefiting you?
Where is my order, create an order
Great Single-Screen Experience, but Setup Can Be Complex
What do you like best about the product?
I love the ability to use service cloud voice in a single screen over the rest of salesforce.
What do you dislike about the product?
It needs quite a bit of configuration to get it how we think we need it.
What problems is the product solving and how is that benefiting you?
A telephony solution that works with the whole ecosystem.
Great Data Integration, but Workflow Limitations
What do you like best about the product?
The data integration features are impressive, and it's easy to connect with our source systems.
What do you dislike about the product?
The workflow limitations and outdated approval processes provided out of the box are disappointing.
What problems is the product solving and how is that benefiting you?
Data structure
Great Integration with App Exchange, but Classic Support Is Frustrating
What do you like best about the product?
Service Cloud is able to integrate with other apps on the app exchange to provide solutions for service managers.
What do you dislike about the product?
I wish Classic would no longer be supported. ☺️
What problems is the product solving and how is that benefiting you?
We are bringing an automated case creation solution that will reduce case completion turnaround time for our account management team.
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