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 Omni-Channel Routing and Einstein Bots, But Macros Need Improvement
What do you like best about the product?
Omni channel routing and Einstein bots are amazing
What do you dislike about the product?
I don’t like macros a lot when it comes to service cloud
What problems is the product solving and how is that benefiting you?
It is helping us create cases on Salesforce and also integrate it with experience cloud
vendor voice
What do you like best about the product?
We use as a a contact center system and make use of a knowledge base.
What do you dislike about the product?
The license fee is a bit higher compared to other systems available in Japan.
What problems is the product solving and how is that benefiting you?
The customer asks a question, and the contact center agent searches for the answer.
Great Tool for Contact Center Operators
What do you like best about the product?
Helpful for operator of contact center and customer care
What do you dislike about the product?
Integration and api with other system integration
What problems is the product solving and how is that benefiting you?
Voice calls integrations with the system by our providers
Great for Data Management, but Deployment Is Complex
What do you like best about the product?
Manage a large volume of data while easily connecting with other Salesforce clouds.
What do you dislike about the product?
Like many other SF projects, these are complex to deploy.
What problems is the product solving and how is that benefiting you?
Resolver 360 provides users with insights into all the touchpoints within my organization.
Easy to Implement, but Adoption Can Be Challenging
What do you like best about the product?
Easy to implement and lots of great featurea
What do you dislike about the product?
Adoption sometimes is hard and so sometimes hard to measure
What problems is the product solving and how is that benefiting you?
All features are seamlessly integrated.
Great Built-In Features, but Some Setups Are Cumbersome
What do you like best about the product?
Built in features for email to case. Easy to extend and build from.
What do you dislike about the product?
Some features take more steps than seem necessary to setup
What problems is the product solving and how is that benefiting you?
Case management and knowledge management. Helping us to scale, handle volume, and deflect cases
Effortless Setup, Empowering AI Features
What do you like best about the product?
I love how easy Salesforce Service Cloud is to set up, making the initial configuration a breeze with plenty of guidance available. The AI aspects, particularly the agentic bots, empower customers to find answers themselves, enhancing self-service capabilities. The powerful features like Agent Force and Einstein bots on Experience Cloud are incredibly beneficial for my work.
What do you dislike about the product?
More agentic guidance in setup will make it even easier!
What problems is the product solving and how is that benefiting you?
I love the AI aspects of Service Cloud, like building an agentic bot to empower customers, finding answers, and easing confusion. It’s easy to set up with ample guidance, which solves my problems efficiently.
Centralized Efficiency with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud for its ease of use and ease of access, which play a significant role in centralizing all the data efficiently. I find the omni-channel support through email, phone, and chat highly beneficial for case management. The capability for agents to view all customer interactions in one account and the integration with chatbots to address basic queries saves time and enhances focus on detailed work.
What do you dislike about the product?
I found it quite challenging to set up Salesforce Service Cloud initially, ten years ago. At that time, the Classic version was not equipped with the modern features such as flows, making the setup process difficult and lacking in streamlined processes. As we progressed to the Lightning version, things became easier, but the initial deployment was indeed typical of older systems, which lacked current functionality. Additionally, I see room for improvement in the reporting capabilities. The current system doesn't fully meet our leadership's needs, particularly concerning in-house reporting and the omnichannel supervisor view. Enhancements in detailed work displays or smoother queue switching for agents could significantly enhance usability.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to centralize customer data, streamline case management across multiple channels, and reduce agent workload with chatbots, enhancing our efficiency and customer interactions.
Great product
What do you like best about the product?
Great product. This is good solution for service industry
What do you dislike about the product?
Great product. Great product. This is good solution for service industry
What problems is the product solving and how is that benefiting you?
Great product. This is good solution for service industry
Interested in Service Cloud for Knowledge Base Features
What do you like best about the product?
We currently don’t use Service Cloud but still interested in seeing ideas.
What do you dislike about the product?
We’d like how it helps with building a knowledge base also.
What problems is the product solving and how is that benefiting you?
It’d help with user support and tracking.
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