Agentforce Service
Salesforce, Inc.External reviews
7,083 reviews
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Comprehensive Contact Center Solution with No Downsides
What do you like best about the product?
End to end contact center automated and integrated solution
What do you dislike about the product?
Nothing to dislike about product. I used based to advanced all versions
What problems is the product solving and how is that benefiting you?
Contact center transformation and upsell and cross sell, CSAT etc
Great Automation Features
What do you like best about the product?
I like the automations available in the tool and the interface and the routing
What do you dislike about the product?
It is quite expensive and add ons might be needed to get full experience
What problems is the product solving and how is that benefiting you?
For case handling from customers
Convenient usability and high licensing costs
What do you like best about the product?
By using Salesforce Service Cloud, the Excel-based cases we previously managed were turned into a database and automated, making it easier to manage customer cases. Additionally, the ability to secure cases through various channels was excellent, and I was pleased with the overall ease of use and agile operational management.
What do you dislike about the product?
The license cost is too expensive.
What problems is the product solving and how is that benefiting you?
By database integration and automation, Excel-based management has been improved, making customer case management easier. It is excellent at securing cases through various channels with call and omni-channel functions.
Streamlined Setup and Effective Email-to-Case Integration
What do you like best about the product?
I find setting up Salesforce Service Cloud easy, getting it operational within three weeks. The chat functionality stands out as the best feature. Additionally, the usage of email to case functionality benefits support agents on the Exchange Cloud, enhancing customer support operations efficiently.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud's email to case functionality and chat features enhance agent efficiency and improve client communication.
Powerful Case Management and Client Insights, but Email Storage Issues
What do you like best about the product?
We get a comprehensive 360-degree view of our clients, including their cases, emails, and phone interactions. The automation features for case management are especially powerful.
What do you dislike about the product?
Captured email messages are starting to consume a significant amount of storage space. Additionally, it is difficult to generate detailed reports based on these emails.
What problems is the product solving and how is that benefiting you?
Providing support for client service needs.
Simple and User-Friendly Experience
What do you like best about the product?
The system is straightforward to use, especially when we are the first ones to use it.
What do you dislike about the product?
There isn't much to comment on while using the system.
What problems is the product solving and how is that benefiting you?
When we handle cases, the process is straightforward and easy to manage.
Powerful Integration, Needs Easier Setup
What do you like best about the product?
I find the integration of Salesforce Service Cloud within our ecosystem incredibly valuable. It bridges the gap between customer data and support systems, ensuring seamless data flow and resolution. The integration with Slack and the ability to maintain comprehensive user records significantly enhance our operations, leading to faster resolutions and better understanding of issues.
What do you dislike about the product?
I find that setting up Salesforce Service Cloud is always somewhat difficult. It's not exactly the most straightforward solution to set up. Everyone has different needs and configurations, which usually require a hefty amount of resources to implement and integrate the relevant components. It is crucial to have people with the relevant technical skills and capabilities. Additionally, I would love to see improvements in implementation and quicker time to value. Simplification of the process would enhance my experience significantly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer data, enhancing our technical support by bridging gaps and eliminating data silos, facilitating quicker resolutions and better experiences.
Intuitive Interface and Easy Workflow, Worth the Higher Price
What do you like best about the product?
The user interface is intuitive, making it easy to set up and customize. Workflow management is also straightforward and user-friendly.
What do you dislike about the product?
There isn't much to mention in terms of dislikes. The license cost is somewhat higher compared to competitors, but I find it to be worth the investment.
What problems is the product solving and how is that benefiting you?
The customer support experience was notable. I found their assistance to be responsive and helpful, addressing my concerns in a timely manner. Overall, I appreciated the level of service provided.
Great Flexibility and Expansion, but Pricey Compared to Alternatives
What do you like best about the product?
The flexibility and expansion opportunities
What do you dislike about the product?
Cost. There are other products that are cheaper
What problems is the product solving and how is that benefiting you?
Helpdesk, knowledge, and customer deflection
Great for Customer Management, but Categorization Needs Attention
What do you like best about the product?
It allows us to manage and support our customers.
What do you dislike about the product?
The categorization if not managed correctly can get out of hand.
What problems is the product solving and how is that benefiting you?
We have been able to integrate with Marketing cloud and based on form responses correctly categorize and open cases
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