Agentforce Service
Salesforce, Inc.External reviews
7,117 reviews
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External reviews are not included in the AWS star rating for the product.
Customizable Features, Minor Complexity Hurdles
What do you like best about the product?
I appreciate Salesforce Service Cloud for allowing our multiple teams to work seamlessly on the same platform while sharing the same information. The tool is indispensable for efficiently managing consumer contacts and sales operations in one place, enhancing our team's productivity. The robust suite of features and the customizability through managed packages ensures that it's perfectly tailored to our needs.
What do you dislike about the product?
I dislike the complexity of the permissioning and access policies in Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud helps manage consumer contacts and sales efficiently in one place, aligning our teams with shared information.
Great Features and Functionality, Very Satisfied
What do you like best about the product?
It’s features and functionality all
Looks good
Looks good
What do you dislike about the product?
nothing all looks good for me I am
Happy to use it
Happy to use it
What problems is the product solving and how is that benefiting you?
To get leads and their reviews
Streamlined Case Management with Seamless Integrations
What do you like best about the product?
I find Salesforce Service Cloud incredibly valuable for its omnichannel case management capabilities, which include integration with different communication channels like phone, email, chat, and social media. This functionality allows me to handle customer service efficiently. I also appreciate the service's out-of-the-box features that provide instant functionality without hassle, making the setup process smooth and swift. The platform's ease of integration with telephony software like Genesys and Amazon Connect is beneficial for my business needs. Additionally, the tool saves significant time, and its case management system is unmatched in contact centers.
What do you dislike about the product?
I would like the total cost of ownership for Salesforce Service Cloud to come down.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for seamless case management in contact centers, integrating multiple channels like phone, email, chat, and social media for instant customer service, enhancing my professional expertise.
Salesforce Service Cloud: Easy to Use with Great Functionality
What do you like best about the product?
I enjoy using Salesforce service cloud due to its ease of use and wide range of functionality.
What do you dislike about the product?
I dislike how the call notes show up in the platform when entering in a longer call, they can be hard to read.
What problems is the product solving and how is that benefiting you?
It is helping me better find the information I need quickly to solve issues.
Great Integration and Customization, with excellent third party support
What do you like best about the product?
Integration with the wider CRM, wide suite of third party apps, customization
What do you dislike about the product?
Some of the out of the box metrics and tracking could be improved
What problems is the product solving and how is that benefiting you?
Account management queries and technical support
Simple to Use, but Initial Setup Needed
What do you like best about the product?
Easy to use after set up and takes internal policies
What do you dislike about the product?
Some set up required which may require partnering across teams and elongate cycle
What problems is the product solving and how is that benefiting you?
Answering more calls faster to enhance user experience
Great Preconfigured Workflows, No Major Dislikes
What do you like best about the product?
Preconfigured workflows for support, reports
What do you dislike about the product?
The licensing costs are high, and the voice integration feature tends to be buggy.
What problems is the product solving and how is that benefiting you?
The platform offers features for case intake, triage, and SLA management. These tools help streamline the process of handling cases, ensuring that each one is properly categorized and prioritized. Additionally, the SLA management functionality supports timely resolution by tracking deadlines and performance against service level agreements.
Email to Case Simplifies Work, No Complaints with Agent Force
What do you like best about the product?
Email to case functionality makes our teams’ tasks so simple and we are able to serve our customers in timely fashion.
What do you dislike about the product?
With agent force, no compaints at all as we are able to support our cross functional teams with different case queue
What problems is the product solving and how is that benefiting you?
We have different varieties of customers and with service cloud email to case settings, we are able to serve them on time.
Great Customization Options for Business Needs
What do you like best about the product?
We can customize to our businesses and to our necessites
What do you dislike about the product?
Sometimes is complex to the sales team use
What problems is the product solving and how is that benefiting you?
Agilite to the customer service and centralize the team in one plataforma
Great Omnichannel Routing, But Skill-Based Routing Needs Improvement
What do you like best about the product?
Omnichannel routing. I love the way queue based routing
What do you dislike about the product?
Skill based routing. I think it has good potential but it needs lot of improvement
What problems is the product solving and how is that benefiting you?
It is helping us a lot for better customer care service. We are using queue based omnichannel for better case routing
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