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 for Case Management
What do you like best about the product?
It makes it easy to manage cases and set up complex automations
What do you dislike about the product?
Like any platform it’s hard to get users engaged
What problems is the product solving and how is that benefiting you?
It’s helping us with tracking cases, which in turn helps gather necessary insights for leadership reporting and visibility
Streamlined Case Management with Intuitive Setup
What do you like best about the product?
I appreciate how Salesforce Service Cloud streamlined our case management, making it very easy and organized when moving cases between lines of business. The setup process was remarkably straightforward, with the standard functionality proving highly useful. Case management, lead creation, analytics, and reporting are particularly beneficial features.
What do you dislike about the product?
I find the need for customization a bit excessive. While the standard functionality is useful, there is a desire for more built-in features to reduce the amount of additional customization required.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines our case management, making it easy and organized to move cases. The product's functionality and ease of setup significantly help with lead and opportunity management, improving output and efficiency.
Great 360 Customer View for Service Agents
What do you like best about the product?
The ability to give a customer service agent a 360 view of the customer.
What do you dislike about the product?
I don’t have a dislike. I like the tool.
What problems is the product solving and how is that benefiting you?
As the product owner I have the ability to provide capabilities to our customer service teams to assist our customers with a holistic view and provide insights into our customer needs and feedback.
Consistent Service, but Customization Can Be Challenging
What do you like best about the product?
Consistency in service delivery and client experience across products and teams
What do you dislike about the product?
Sometimes the level of customization required to reflect our processes and client experience standards
What problems is the product solving and how is that benefiting you?
Scale and consistency
Integration with Amazon Connect and Glia
Integration with Amazon Connect and Glia
Great for Data Organization, But Missing AgentForce!
What do you like best about the product?
Being able to organize and analyze our data.
What do you dislike about the product?
That AgentForce isn’t included!!!!!!!!!!
What problems is the product solving and how is that benefiting you?
Allowing us to manage and process payments to our grantees
Efficient CRM with Room for Improved Debugging
What do you like best about the product?
I find Salesforce Service Cloud's service and features to be very satisfying, supporting our banking customers effectively. It smoothly handles service requests and assigns them to the appropriate stakeholders, enhancing our operations. The dashboard and reporting capabilities are particularly beneficial, offering clear insights into service requests and their status. I also appreciate its ability to easily track opportunities and customize page layouts, which simplifies data entry and enhances productivity. The Salesforce Flow feature stands out for its ease of use and adaptability in accommodating new business requirements with minimal coding.
What do you dislike about the product?
I find the debugging capabilities lacking in Salesforce Service Cloud. There's a need for better debugging tools that allow for easier and faster debugging of our code, which would significantly reduce the time spent on development.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud efficiently manages service requests in banking, assigning them correctly and providing robust dashboards and reporting. It simplifies tracking opportunities, allows user-friendly page layout creation, and facilitates easy business requirement adaptation with minimal coding.
Great Integration of Salesforce Applications, No Major Drawbacks
What do you like best about the product?
It integrates various salesforce applications
What do you dislike about the product?
I don’t know of anything first had but like salesforce overall
What problems is the product solving and how is that benefiting you?
It helps us navigate requests
Excited About Service Cloud's Omni-Channel and Voice Features
What do you like best about the product?
What I like the best on Service cloud is the Omni channel capability as well as the way it is evolving in terms of leveraging agent force as well as you know the agent for Voice being the latest. I’m really excited to utilize it.
What do you dislike about the product?
Well, I do not have any dislikes. I would rather say that I had a wish that Service Cloudq could expand out into the IT SM side of things now that I believe we are already in that space moving towards it so I’d rather more happy.
What problems is the product solving and how is that benefiting you?
Essentially, it addresses the needs of users, particularly those in Customer Support. It helps them by simplifying their work and, in turn, making their lives easier. The changes it brings can have a positive impact, streamlining their daily tasks and improving their overall experience.
Powerful Customer Support Platform, but Complex to Customize
What do you like best about the product?
I like that Salesforce Service Cloud centralizes customer interactions in one place, making it easier to provide fast, personalized support. The automation and reporting tools also help streamline workflows and give valuable insights into service performance.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, it can sometimes feel overly complex. Customization and configuration often require significant time and technical expertise, and without proper governance it’s easy for processes or data models to become inconsistent.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer interactions in one centralized place, ensuring that cases don’t get lost and responses are faster. Automation features like case routing and knowledge articles reduce manual work, while reporting and dashboards provide visibility into trends and performance. This has improved efficiency, consistency, and the overall customer experience.
Powerful Case Management, but Complexity and Performance Can Be Issues
What do you like best about the product?
Case Management and omni channel routing. Knowledge base and service console
What do you dislike about the product?
Service Cloud is powerful but can feel complex to use and configure. It sometimes takes too many clicks to perform simple actions, and performance can slow down with heavy customizations.
What problems is the product solving and how is that benefiting you?
Email to case. The best feature available.
Centralizes all customer issues and requests
Centralizes all customer issues and requests
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