Agentforce Service
Salesforce, Inc.External reviews
7,117 reviews
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Convenient All-in-One System, but Could Be Faster with More Dashboard Templates
What do you like best about the product?
It's convenient to have everything integrated into a single system.
What do you dislike about the product?
At times, the system can be a little slow. I also wish there were more dashboard templates available.
What problems is the product solving and how is that benefiting you?
Automating customer service can greatly improve efficiency and response times. By streamlining routine tasks, it allows for quicker resolutions and frees up staff to focus on more complex issues. This approach can enhance the overall customer experience.
Boosts Efficiency with Automated Case Management
What do you like best about the product?
I love how resources on Trailhead, such as use cases and step-by-step guides, simplify the setup process. Automated case classification and routing enhance our efficiency, leading to faster customer solutions. Einstein's features, like knowledge suggestions and email drafting, streamline our operations. The seamless integration with Salesforce and robust reporting functionality are invaluable.
What do you dislike about the product?
N/a
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management and tracking, which enhances my team's efficiency and speeds up customer solutions with features like automated case classification and routing.
Great QA Tools, but Feels Too À La Carte
What do you like best about the product?
Ease of use and built in features to help with my quality assurance
What do you dislike about the product?
it feels à la cart with features would be nice for all quality assurance/performance tools to be in one package
What problems is the product solving and how is that benefiting you?
I am not on the business side but on the IT
Intuitive UI and Useful Features, but Needs More Basic Customization
What do you like best about the product?
Very useful for building out functionality for our agents, intuitive UI
What do you dislike about the product?
Customization needed for some basic features
What problems is the product solving and how is that benefiting you?
Contact center for agents
Helpful Features for Customer Support, but Platform Can Be Complex
What do you like best about the product?
I appreciate the quick and helpful features that assist with resolving customer issues.
What do you dislike about the product?
In some situations, our teams have found the platform to be overly complex, which has posed certain challenges.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is instrumental in supporting our case management processes. With a high volume of cases each day, the platform has been valuable in helping us optimize our workflow.
Easy Client Access and Fast Ticket Submission, but Some Drawbacks
What do you like best about the product?
Easy access for clients, quick ticket submission and triaging
What do you dislike about the product?
I would say sometimes the service cloud could route a ticket incorrectly if the client did not select the correct form answer.
What problems is the product solving and how is that benefiting you?
Service Cloud is taking issues and creating help desk tickets, so we don’t have to manually create tickets or rely on email submissions.
Real-Managing service requests on the goTime Service Requests: Convenient Yet Challenging
What do you like best about the product?
Managing service requests on the go in real time. Proving support to service personnel when needed.
What do you dislike about the product?
Managing service requests on the go in real time. Takes a lot of time to set up automations without Agentforce.
What problems is the product solving and how is that benefiting you?
Service request
Fast Service and 360 View, But Outdated UI
What do you like best about the product?
Faster service and 360 view, I love to implement
What do you dislike about the product?
UI can be better, but it's still the same for 8 years
What problems is the product solving and how is that benefiting you?
Service team and questions from the customer
Great Automation and Scripting, but Needs Faster Updates and More Business-Level Configs
What do you like best about the product?
I appreciate the capability to automate tasks and the support for scripting for agents.
What do you dislike about the product?
The time to market is a concern, as is the limited ability to configure more features at the business level.
What problems is the product solving and how is that benefiting you?
There has been less training, but the responses are now delivered with greater consistency.
Great Case Management, but Omni Studio Configuration Is Problematic
What do you like best about the product?
Case management wich help with a lot of processes
What do you dislike about the product?
Omni studio throws a lot of problems in config
What problems is the product solving and how is that benefiting you?
Communication with customers
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