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 All-in-One Tool for Cases and Contacts, But Needs Improvement
What do you like best about the product?
Cases contacts and agent force and all in one
What do you dislike about the product?
Yo can be improved and redefined dhdnbbb
What problems is the product solving and how is that benefiting you?
Good to solve issues and
Great Console App for Service and Easy Access
What do you like best about the product?
The console app for service and the ease access
What do you dislike about the product?
Nothing that is behind s cabana svsnsnsnanb
What problems is the product solving and how is that benefiting you?
All and everything
Great Collaboration Features, But Outdated Graphics
What do you like best about the product?
It's easy for the customer support teams and the customer to collaborate
What do you dislike about the product?
The graphics are a bit dated again, something like from 2010
What problems is the product solving and how is that benefiting you?
It allows us to bring the customer service team and our account representatives together in a way that's unparalleled to help our end user have a seamless experience when a problem happens
Easy Case Management with Service Cloud
What do you like best about the product?
The service cloud to help manage cases and they are easy to use and custom
What do you dislike about the product?
It is a little lacking in some features. We do have to supplement with another product in some cases.
What problems is the product solving and how is that benefiting you?
It benefits me by keeping everything organized
Boosts Productivity with Unified Console, but High Costs Are a Drawback
What do you like best about the product?
"What I like best is how much it improves agent productivity. Features like the unified Service Console, which provides a complete customer view, combined with AI-driven automation (Einstein) and Macros, allow my team to handle more cases faster. The ability to manage multiple channels (email, chat, phone) from one workspace is a massive advantage."
What do you dislike about the product?
"The biggest pain point is the cost and licensing structure. It is very expensive, especially when factoring in the cost of all the necessary add-ons and the annual upfront payment requirement."
What problems is the product solving and how is that benefiting you?
"My primary role is a Customer Service Agent (or Support Representative). I use the Service Console daily to log, route, and resolve customer cases across all channels (phone, email, and chat)."
Very easy to fill and use
What do you like best about the product?
Easy to fill and use, 369 customer vision and reports
What do you dislike about the product?
I would make it simpler for the implementer
What problems is the product solving and how is that benefiting you?
After-sales service
Unified Customer Insights, but Steep Learning Curve for New Users
What do you like best about the product?
We have access to unified information about our customers, along with a comprehensive view of all their service interactions, which is visible across the entire enterprise.
What do you dislike about the product?
There is a learning curve for new users when it comes to navigating and accessing resources.
What problems is the product solving and how is that benefiting you?
It provides valuable contact center metrics and helps us resolve customer issues quickly.
Reliable CRM Integration with Efficient Customer Resolution
What do you like best about the product?
I appreciate Salesforce Service Cloud's capability for quick customer resolution and its ability to help us reach out and address customer inquiries effectively. It's integrated well with all our systems, making it valuable for our CRM processes. Overall, I like the platform because it works reliably.
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 helps us reach out to customers and resolve inquiries quickly, enhancing customer interactions.
Great Integration with Salesforce Ecosystem, but Implementation Is Key
What do you like best about the product?
In enter connection between other systems in the Salesforce ecosystem
What do you dislike about the product?
I don’t really have any issues with Service Cloud. It’s just critical that the implementation of the tool, as well as the data driving it, are carefully considered.
What problems is the product solving and how is that benefiting you?
Being able to track customer interactions and maintain a searchable backlog of cases allows us to review and optimize our processes.
Amazing Omni channel capabilities
What do you like best about the product?
Omni channel support which enables us to deal with customer queries and complaints from multiple channels
What do you dislike about the product?
We are currently implementing services cloud. Not dislikes at the moment
What problems is the product solving and how is that benefiting you?
Ability to solve customer complaints and engage service experience for our customers by being more responsive
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