Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
Unified Console Supercharges Agent Productivity
What do you like best about the product?
I appreciate that it provides a unified console where agents can access all customer data, history, and current cases. This setup enhances productivity and enables Salesforce agents to resolve issues more quickly.
What do you dislike about the product?
I have found that the high cost, significant complexity and steep learning curve, demanding implementation/setup, and potential for over-customization, requiring dedicated expertise by administration, plus occasional issues with support quality, user interface (UI), and integration
What problems is the product solving and how is that benefiting you?
Slow integration times and inconsistent support by unifying interactions.
Powerful, Customizable, and Essentially Efficient for every Teams' Needs
What do you like best about the product?
Automation all the way. We can automate so much within each case and it makes our team way faster and saves us soooo much money.
What do you dislike about the product?
I would compare it to the experience with Android here, as it's absolutely the best in class, however, with the amount of customizations that are available, it can definitely be overwhelming. That's not even something I really dislike, but if I had to make a decision in that area, I would say it's customizable to the extreme.
What problems is the product solving and how is that benefiting you?
Prior to utilizing Salesforce, let's just say we had a mess of spreadsheets and all kinds of documentation. With sales force, it has completely helped us stay organized and it benefits us because it allows us to really take care of our members and spend less time and money on cleaning up and using manual processes.
Highly Flexible and Easy to Maintain
What do you like best about the product?
Easy to maintain. Very flexible. Highly configurable.
What do you dislike about the product?
Chat got replaced with enhanced chat and it has not been the smoothes or best transition.
What problems is the product solving and how is that benefiting you?
We can communicate with our customers all in one place.
Boosts Productivity and Collaboration with Powerful Cloud Features
What do you like best about the product?
The upsides of using Salesforce Cloud include enhanced productivity through automation, a unified customer view for personalized experiences, powerful analytics & AI, superior scalability, strong security, and increased collaboration, all delivered via a flexible, accessible cloud platform that reduces IT overhead and supports business growth across sales, service, and marketing.
What do you dislike about the product?
The main downsides of Salesforce Cloud include high costs (subscriptions, add-ons, storage), a steep learning curve and complexity requiring expertise, integration challenges, reliance on internet connectivity, potential for vendor lock-in, and customization hurdles that can become expensive. Other issues are slow customer support, limited mobile functionality, data storage limits, and the burden of frequent platform updates.
What problems is the product solving and how is that benefiting you?
Salesforce Cloud offers benefits like centralizing customer data for a single view, boosting sales/service efficiency through automation and AI, enabling mobile access, improving collaboration, providing actionable analytics, ensuring scalability, and offering robust security, ultimately driving revenue growth and customer satisfaction across sales, service, and marketing.
Effortless Integration and Outstanding Support
What do you like best about the product?
Very easy to use. Lots of features. Easily integrated with other software. Use this daily and customer support very easy to contact and resolve problems very quickly.
What do you dislike about the product?
Price. it is very expensive for what im needing it for.
What problems is the product solving and how is that benefiting you?
Perfomance.
Effortless Integration and Smart AI Make Service Cloud a Standout
What do you like best about the product?
Salesforce service cloud was easy to implement and easy to integrate our current book of business into. With its AI capabilities it can suggest setting follow up reminders and emails as well making customer service a breeze.
What do you dislike about the product?
N/a I love everything about salesforce service cloud
What problems is the product solving and how is that benefiting you?
With its AI capabilities it can suggest setting follow up reminders and emails as well making customer service a breeze. This makes assisting customers an easy task
Exceptional Personalized Support and Seamless Workflow Automation
What do you like best about the product?
The platform provides personalized support through various channels such as phone, chat, email, and social media. It equips agents with a comprehensive 360-degree view of each customer and streamlines processes by automating workflows. better implement, lot of use cases
What do you dislike about the product?
Field Service covers areas such as optimization requests, appointments, and skills, while APIs involve aspects like callouts and requests per minute. Email Services pertain to messages and their size, and there are also general platform limits to consider, including heap size and the number of custom objects.
What problems is the product solving and how is that benefiting you?
Support teams often feel overwhelmed by repetitive tasks and complicated issues.
Centralized Customer Management and Time-Saving Automation
What do you like best about the product?
Salesforce Service Cloud centralizes all our customer and service information, making it much simpler to track requests and respond promptly. I appreciate that every message, note, and case update is linked to each individual's record, ensuring that nothing is overlooked. The automation features are a real time-saver, as they automatically route tickets to the appropriate person or department. Additionally, the dashboards are very useful for monitoring response times and identifying any areas where delays might be occurring.
What do you dislike about the product?
At first, the sheer number of features and settings can feel a bit overwhelming. Making simple adjustments often requires more steps than you might anticipate, and navigating through the menus can be confusing. While the reporting capabilities are strong, customizing reports to your preferences can be challenging without some training. However, once the system is set up, it operates smoothly, though it certainly takes time and effort to learn and optimize.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has made it much easier for us to keep all our service requests and communications organized in a single location. Previously, updates were scattered across emails, text messages, and various systems, which made it difficult to track progress and identify outstanding tasks. Now, every case is monitored from beginning to end, and the entire history is visible to everyone without the need to search for information.
The automation features are also extremely helpful- cases are immediately routed to the appropriate person, and reminders ensure that nothing is overlooked. This has improved our response times and given us a much clearer understanding of what’s happening across all our facilities. Overall, it has helped us maintain better organization, achieve greater consistency, and resolve issues more quickly.
The automation features are also extremely helpful- cases are immediately routed to the appropriate person, and reminders ensure that nothing is overlooked. This has improved our response times and given us a much clearer understanding of what’s happening across all our facilities. Overall, it has helped us maintain better organization, achieve greater consistency, and resolve issues more quickly.
All-in-One Customer Dashboard and Seamless Integration
What do you like best about the product?
Salesforce Service Cloud provides customer-specific account information within a single dashboard, making it easy to access all relevant details in one place. It also integrates smoothly with existing tools and other customer relationship management (CRM) systems, which enhances overall workflow and connectivity.
What do you dislike about the product?
Renewals costs are high, lack of fullfledge ITSM Tool integration for external customers to raise support cases. Support time is taking long.
What problems is the product solving and how is that benefiting you?
Understand the customer contract information, renewal timelines, key contacts from customer side, tracking NPS score.
Best CRM tool
What do you like best about the product?
This is the most comprehensive and detailed CRM tool available on the market.
What do you dislike about the product?
The sheer number of features can feel overwhelming at first, and it does require a bit of a learning curve to get comfortable with everything.
What problems is the product solving and how is that benefiting you?
Having all the details about a customer available on a single platform is very convenient.
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