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 Unified Customer View, But Lacks Sufficient AI Features
What do you like best about the product?
The most helpful part for us is being able to pull all customer contact information and account information into a single pain of view so that when service calls are initiated, we know who we are talking to and the overall customer sentiment and customer engagement that that particular account deserves
What do you dislike about the product?
Not enough AI. I wish to see more agent, force, or other AI automation made available.
What problems is the product solving and how is that benefiting you?
It allows our call center staff to be able to open up troubleshooting and brake fix work for our customers
Great for Email to Case and Service Agents
What do you like best about the product?
Email to case and service agents and integration options
What do you dislike about the product?
Surveys should be included as a standard feature Not an add on
What problems is the product solving and how is that benefiting you?
Reducing manual tasks and eliminating outlook as the primary tool.
Driving Efficiency and Customer Delight
What do you like best about the product?
It allows both agents and leaders to have a 360-degree view of the customer, which is critical for improving first call resolution, personalization, and overall customer experience.
What do you dislike about the product?
None so far. Everything is very helpful for us
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us keep all customer information and cases in one place. It makes it easier to track issues, follow up faster, and give consistent service across channels. We save time, avoid missed details, and our customers get quicker, more personalized support.
Easy Case management
What do you like best about the product?
Managing cases is straightforward, and the system helps keep all data well organized.
What do you dislike about the product?
End user adoption for users coming from another system
What problems is the product solving and how is that benefiting you?
It helps us track customer issues and find trends
Great Scalability and Customisation, No Downsides
What do you like best about the product?
Scalability, ability to customise solutions.
What do you dislike about the product?
Danger of over customisation, level of effort to undo customisations.
What problems is the product solving and how is that benefiting you?
Allowing customer success and service agents to support customers
Great Integration of Case and Knowledge Articles with Service Cloud
What do you like best about the product?
Case and knowledge articles integration. Service Console.
What do you dislike about the product?
Email to case. Case email thread ID needs to be manually embedded.
What problems is the product solving and how is that benefiting you?
Adherence to entitlements and SLAs. Great reports. Case queues and assignment rules.
Excellent Case Management, but Challenging for New User Adoption
What do you like best about the product?
Case management and assurance provided to the case submitter is second to none. I’ve used service cloud across multiple orgs and clients and it has always made life easier.
What do you dislike about the product?
New user adoption is difficult for new agents.
What problems is the product solving and how is that benefiting you?
We have excellent case management and customer service to increase customer satisfaction and confidence in our team.
Flexible, Effective, But Pricey
What do you like best about the product?
I enjoy the flexibility of Salesforce Service Cloud, which allows me to create the environment and tools we need on the spot. I also find the consolidation of information and increased visibility helpful for transactional efficiency. The automation features, including flows, significantly enhance our process.
What do you dislike about the product?
I find Salesforce Service Cloud to be expensive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for consolidated information and visibility, enhancing transactional efficiency in customer relations. Its flows and automation capabilities streamline processes. The platform's flexibility allows us to create the needed tools instantly.
Simple and Effective Tool for Centralising Data
What do you like best about the product?
This tool is nice and straightforward to use, making it very helpful for ensuring that data remains centralised.
What do you dislike about the product?
The configuration is very complex and the license costs are too high
What problems is the product solving and how is that benefiting you?
Provides all data of customers in one place
Great Tool That Boosts Service Team Performance
What do you like best about the product?
How it helps our service team produce better results
What do you dislike about the product?
Nothing i absolutely love the product. With agentforce it will be more interesting
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us fix three big issues: fragmented customer support, inconsistent case handling, and limited visibility into service performance.
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