Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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External reviews are not included in the AWS star rating for the product.
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The workflow limitations and outdated approval processes provided out of the box are disappointing.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.
Easy Request Management, but Automated Email Issues
What do you like best about the product?
The ease of use and ability for our customers to submit requests and our support teams to work queues. Also, the ability for all departments to view customer requests.
What do you dislike about the product?
The automated emails can run into issues with responses to closed cases.
What problems is the product solving and how is that benefiting you?
The speed of helping support our customers and keeping all teams aware of product issues
Boosted Response Quality, but Pricey and Complex Setup
What do you like best about the product?
Salesforce Service Cloud has helped our company improve our response rate as well as the quality of our responses.
What do you dislike about the product?
Can be expensive and difficult to configure if you aren’t sure what you’re doing.
What problems is the product solving and how is that benefiting you?
We use it to help direct our clients to the right solution at the right time
Versatile and Customizable, but Pricing Is a Downside
What do you like best about the product?
Extremely versatile and easy to customize
What do you dislike about the product?
I would like to see more reasonable pricing
What problems is the product solving and how is that benefiting you?
We are able to track calls and service requests
Perfectly Smooth Setup, Elevates Customer Relationships
What do you like best about the product?
I really like how easy and straightforward it is to work with Salesforce Service Cloud. The installation process is smooth, and using it speeds up the resolution of cases, which significantly improves my customer relationships. The Knowledge and Agent workspace features effectively support my everyday tasks, enabling my agents to respond faster.
What do you dislike about the product?
Everything
What problems is the product solving and how is that benefiting you?
I find the product speeds up case resolution and enhances customer relationships, benefiting my daily work.
Great Customization Options for Our Business Needs
What do you like best about the product?
Customization for our business case lets us use what we need
What do you dislike about the product?
Setup and distribution is not time consuming than I would prefer with already using sales cloud
What problems is the product solving and how is that benefiting you?
Task management for complaint tasks
Good
What do you like best about the product?
Console is cool and easy to use. Easy to customise
What do you dislike about the product?
Oa lot of customisation needed if you want to have good processes
What problems is the product solving and how is that benefiting you?
Communication with the customers
Challenging Setup, But Effective for Customer Retention
What do you like best about the product?
I appreciate the voice aspects of Salesforce Service Cloud, which I find very useful. The ability to have assistance and agents effectively working within the system enhances our customer service capabilities. Its contribution to solving customer service challenges and enhancing client retention significantly benefits our operations.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be challenging. Since it was a new product to us, we didn't understand it well initially. We had to work closely with consultants to figure things out and get the software set up properly, particularly integrating it with the existing Salesforce implementation we already had. This process was not straightforward and required a fair bit of effort and external assistance.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to solve customer service issues and increase client retention, benefiting me by effectively managing customer interactions.
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