Agentforce Service
Salesforce, Inc.External reviews
7,117 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Super Useful but Complicated to Manage with Sales Cloud
What do you like best about the product?
Super useful esp for case management - simple UI if you have sales cloud
What do you dislike about the product?
Too complicated to manage with sales cloud
What problems is the product solving and how is that benefiting you?
Using Jira right now that doesn’t sync with salesforce we’ll need it q
Service Cloud: Essential for Support, but Email-to-Case Needs More Flexibility
What do you like best about the product?
Service Cloud is super useful and a needed addition for any support team. Case management is key.
What do you dislike about the product?
I wish email-to-case wasn’t restricted to just cases and can be used on custom support objects..
What problems is the product solving and how is that benefiting you?
Auto-assignment based on several factors.
Service Cloud Empowers CSAs for a Customer-First Experience
What do you like best about the product?
Service cloud allows us to create customer first experience. Allows us to provide the right information to our CSAs to easily resolve our customers issues
What do you dislike about the product?
We dont have the ability to properly track AHT when cherry picking cases. Having to customise to meet our business needs/requirements
What problems is the product solving and how is that benefiting you?
Having one place to all interactions with our customers. Giving agents all the information at their fingertips relating to a customers case/query
Effective Customer Support, but Service Contract Model Has Limitations
What do you like best about the product?
Great way to provide great support to customers
What do you dislike about the product?
We used Service Cloud for CPQ. There are limitations with the service contract model
What problems is the product solving and how is that benefiting you?
Case reporting and routing
Improved Customer Wait Times, But Integration Needs Work
What do you like best about the product?
The wait times for our customers have dropped and continue to get better.
What do you dislike about the product?
Not being able to merge things together and having to use outside systems.
What problems is the product solving and how is that benefiting you?
The wait times for the customers are dropping and starting to get better.
Efficient Centralized Customer Service Platform with Some Integration Delays
What do you like best about the product?
This platform serves as a centralized hub for managing all customer service processes. It provides a seamless user experience and improves agents' efficiency through its unified console view.
What do you dislike about the product?
There isn't anything specific to mention, but in a more complex ecosystem, the integration process can sometimes be slow.
What problems is the product solving and how is that benefiting you?
Agent force for aservice is helping to drive the transformation of next-generation contact centers. It plays a key role in enabling these advancements, supporting the evolution of customer service operations.
Great Customer View and Integration, but UI Gets Cluttered
What do you like best about the product?
Having a single view of the customer. Multiple communication channels, plus easy integration with our portal.
What do you dislike about the product?
Very easy to accrue clutter in the UI over time
What problems is the product solving and how is that benefiting you?
Delivering a managed IT service in a clear and consistent way across many customers
Great for Customer Insights, But Limited Communication Options for Support Staff
What do you like best about the product?
Integrated customer view across the full customer lifecycle
What do you dislike about the product?
For an email and phone based support staff, the communication options are limiting
What problems is the product solving and how is that benefiting you?
Ticket and incident management, proactive client care
Salesforce is accelerating our processes
What do you like best about the product?
Security and reliability for our mobile workforce
What do you dislike about the product?
I haven’t used the service long enough to be able to provide this feedback
What problems is the product solving and how is that benefiting you?
Streamlines the process of tracking and resolving customer issues
Valuable Insights for Customer Issues, but Low-Code Options Feel Restrictive
What do you like best about the product?
I love that I can report on customer issues and offers valuable insights to continuous learnings
What do you dislike about the product?
For low code option, it can be pretty restrictive.
What problems is the product solving and how is that benefiting you?
We use it at our College to navigate and manage customer issues
showing 1,631 - 1,640