Agentforce Service
Salesforce, Inc.External reviews
7,085 reviews
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External reviews are not included in the AWS star rating for the product.
Great for Centralizing Data, Still Evaluating Other Features
What do you like best about the product?
The way that join all our data in a single platfform
What do you dislike about the product?
I don’t know, I still does not use. I need to evaluate
What problems is the product solving and how is that benefiting you?
We are evaluating how we can implement the call center on it
Easy Setup and Smooth UX, but Customization Can Be Challenging
What do you like best about the product?
It is quite easy to set up and has a lot of components ready to go out the box. Integration to external apps is easy when you're using standard components. You don't need an extensive development team in order to build new things. The user experience is also quite smooth and easy to onboard.
What do you dislike about the product?
If building custom components, it does make integration to other apps more difficult. If there are improvements needed on existing components it does sometimes take long to get there or to get a response on the community.
What problems is the product solving and how is that benefiting you?
Easy setup and a wide library of components ready to go. This makes building new things super easy.
Great All-in-One Platform, but Telemetry Add-Ons Are Frustrating
What do you like best about the product?
Being able to consolidate sales, support and a customer portal in one platform.
What do you dislike about the product?
Some telemetry features should be included in the license. I don't understand why we need to pay an add on for that (Platform shield) to keep track of case access
What problems is the product solving and how is that benefiting you?
Consolidating support, sales and self-service in one platform.
Great Omnichannel Support, but Customization Is Challenging
What do you like best about the product?
Omnichannel routing Support agents handle conversations from email, phone, chat, social media, etc., all in one workspace.
What do you dislike about the product?
Customization are challenging and complex.
What problems is the product solving and how is that benefiting you?
Faster query resolution and high customer satisfaction.
Excellent Customer Relationship Performance, Perfect for My Company
What do you like best about the product?
The performance with customers relationship
What do you dislike about the product?
Nothing everything is perfect for me and my company
What problems is the product solving and how is that benefiting you?
The contact center performance
Powerful Automations, but Some Routing Limitations
What do you like best about the product?
The automations até limitless. It is my favorite cloud
What do you dislike about the product?
Some technical debit makes some routing possibilities harder than it should
What problems is the product solving and how is that benefiting you?
Replacing emails replies and giving a 360 overview for customers
Case Management Revolutionized Our Back Office—No Complaints!
What do you like best about the product?
Case management has transformed how our credit union does back office functions
What do you dislike about the product?
I love it all. Service Cloud has been amazing
What problems is the product solving and how is that benefiting you?
Case management
Developer review of service cloud
What do you like best about the product?
I like Salesforce Service Cloud because it provides a powerful, unified platform for managing customer support efficiently. It combines case management, automation, and real-time collaboration in one place, which streamlines how teams work and respond to customers.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and feature-rich platform, the cost can be quite high, especially when scaling to larger teams or requiring multiple add ons. Licensing differences between Platform and Full Service Cloud users also introduce limitations, particularly around case and account management.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps solve the challenge of managing customer support efficiently across multiple channels. It brings together cases, emails, chats, and calls into one unified system, ensuring no request falls through the cracks.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
Service Cloud Bringing Teams together
What do you like best about the product?
Connecting agents faster for productive work
What do you dislike about the product?
Licensing higher costs to scale out for all users in the org
What problems is the product solving and how is that benefiting you?
Allowing to helps agents resolve customer issues faster
Great Lighting and Customization, but Overwhelming Options
What do you like best about the product?
Ease of use and lighting experience. The ability to redefine the service and support flows
What do you dislike about the product?
Too much information or options in one place at times
What problems is the product solving and how is that benefiting you?
Fulfillment and client services
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