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 Case Management, But Email to Case Replies Need Improvement
What do you like best about the product?
The case management feature is extremely powerful and can be applied to a wide range of use cases.
What do you dislike about the product?
Email to case reply all can create duplicate cases
What problems is the product solving and how is that benefiting you?
Managing issues and work prioritization
Great Case Functionality!
What do you like best about the product?
I love the Case functionality! It is how we handle our IT ticketing!
What do you dislike about the product?
Some of the out of the box features can be confusing.
What problems is the product solving and how is that benefiting you?
It allows us to track IT tickets along with other tickets for other departments with ease.
Great Case Management, Few Drawbacks
What do you like best about the product?
I think the case management is really awesome.
What do you dislike about the product?
The platform is robust but can feel restrictive at times
What problems is the product solving and how is that benefiting you?
We use it for case management.
Essential Cloud Service for Manufacturing, But Needs More AI Features
What do you like best about the product?
This is the most important cloud service we use in our manufacturing company.
What do you dislike about the product?
Honestly, I think it would be even better if there were more AI features available.
What problems is the product solving and how is that benefiting you?
User cases
Great Experience with Chst, Knowledge Base, and Console App
What do you like best about the product?
Chst, knowledge base, the console app and many more.
What do you dislike about the product?
Nothing in particular, all good I think.
What problems is the product solving and how is that benefiting you?
We mostly use cases
Seamless Integration, Valuable Metrics, Pricey Investment
What do you like best about the product?
I appreciate how seamlessly Service Cloud integrates with our existing Salesforce data, making it easy to set up. The ticketing system is invaluable, allowing us to track all client issues in one space and measure various metrics effectively, which greatly enhances our service management. The AgentForce feature is particularly useful, coupled with the chat functionality, providing significant benefits to our operations.
What do you dislike about the product?
I find the cost of Salesforce Service Cloud to be a significant downside. It's expensive and could be a deterrent for recommending it to others.
What problems is the product solving and how is that benefiting you?
Service Cloud centralizes ticket management, provides metrics on ticket volume and efficiency, and is essential for handling large-scale client issues.
Great Experience, Nothing to Dislike
What do you like best about the product?
Agentforce was very good and going to explore
What do you dislike about the product?
Nothing is to dislike. Plannings to explore a lot
What problems is the product solving and how is that benefiting you?
Scheduling
Good satisfaction management and omnichannel presence, but the cost is high
What do you like best about the product?
It allows you to assess customer satisfaction levels in response resolution to incidents through omnichannel.
What do you dislike about the product?
The cost is high, which results in a lack of product competitiveness.
What problems is the product solving and how is that benefiting you?
Service support attention
Great for Tracking Service Requests, but Intimidating for New Users
What do you like best about the product?
I like being able to track my service requests and be able to find previous issues that are similar to fix current ones
What do you dislike about the product?
It can be intimidating for someone new to the platform
What problems is the product solving and how is that benefiting you?
Kind of like a knowledge base of issues that are happening or have happened in the past
Great Support Tools, But Needs More Intuitive Design
What do you like best about the product?
Our back office teams are equipped with the necessary tools and information to effectively support both our customers and our sales teams.
What do you dislike about the product?
We would like the system to be more intuitive. It should be more proactive and able to anticipate customer needs by predicting their questions before they are even asked.
What problems is the product solving and how is that benefiting you?
The tool provides valuable support and allows us to share important details with other back office teams, which helps us better take care of our customers.
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