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.
Great Salesforce Integration, but Platform Updates Are Hard to Track
What do you like best about the product?
Natively integrated to my Salesforce ecosystem and the out of the box data model to support customer care operations.
What do you dislike about the product?
Evolution of the platform and needing to crawl release notes to understand the latest and greatest features.
What problems is the product solving and how is that benefiting you?
Case deflection, AI driven triage, case updates, full lifecycle case management
Efficient Ticket Management, Challenging Setup
What do you like best about the product?
I love using Salesforce Service Cloud to efficiently manage and accelerate problem-solving through seamless collaboration with my team. The omnichannel capabilities, including integration with WhatsApp, my website, and email, greatly enhance our operational efficiency. Additionally, the SLA focus and tracking are crucial for maintaining compliance, making it an indispensable part of my workflow.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be quite difficult and time-consuming. At the time, we didn't have much experience, which made the process challenging, and it took us around five months to implement it fully.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us handle a high volume of tickets efficiently, allowing faster resolution of simpler tickets and enabling us to address 100% of incoming tickets, thus enhancing our support service.
Great for Resolving Issues, but Repetitive Requests Are a Problem
What do you like best about the product?
It’s helps solve customer issues easily can use knowledge
What do you dislike about the product?
Multiple request about same issue
Automated solving of cases
Automated solving of cases
What problems is the product solving and how is that benefiting you?
Go to market plans on sales and ai uaushae on service cloud
Easy to Use, No Major Drawbacks
What do you like best about the product?
Ease of use within the platform. Automations are incredible
What do you dislike about the product?
The console view is great but the ability to beautify the page without heavy customization would be great
What problems is the product solving and how is that benefiting you?
Speed to resolution and CSAT
Easy Navigation, but Limited Customization Options
What do you like best about the product?
Its is extremely easy to navigate an opportunity and find all the key information you would need.
What do you dislike about the product?
I I dislike how the page layout backgrounds can’t be customized
What problems is the product solving and how is that benefiting you?
It is helping us track and manage the sales process from start to finish
Efficient Ticket Submission, but Assignment Setup Is Overly Complex
What do you like best about the product?
This is an excellent method for submitting support tickets to back office service agents. It makes the process straightforward and efficient.
What do you dislike about the product?
There are complicated methods involved in setting up assignments for different important decisions. The process can feel unnecessarily complex when trying to manage these tasks.
What problems is the product solving and how is that benefiting you?
Ensure that frontline staff receive the necessary support so the back office can successfully complete the requested work.
Powerful and Versatile
What do you like best about the product?
Salesforce is complicated, but that's because it's powerful. We have so many options available, and it handles everything we throw at it easily!
What do you dislike about the product?
We need a better browser plug-in to allow links to merge with an already-open page.
What problems is the product solving and how is that benefiting you?
It's a painless way of communicating with clients about technical issues, and it handles additional integrations with ease!
Great Product with No Concerns
What do you like best about the product?
Great product, excellent for service industry
What do you dislike about the product?
I have no concerns with this product; its robustness is excellent.
What problems is the product solving and how is that benefiting you?
I use this service mainly for placing orders, contacting customer service, and tracking my orders.
Easy to Use, No Major Drawbacks
What do you like best about the product?
Ease of use, easy to learn, better than others
What do you dislike about the product?
Difficult to manage reports and other features still in lighting vs classic
What problems is the product solving and how is that benefiting you?
Efficiently serving high volume claims while providing visibility and improved customer service
Great tool for Case Management
What do you like best about the product?
It really helped us with our Support Case management even with complicated internal processes.
What do you dislike about the product?
Not sure if it is linked but the Salesforce Survey tool that we use for our Closed Case Surveys is really hard to configure with lots of limitation.
What problems is the product solving and how is that benefiting you?
Case Satus Age and Case Age calculations
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