Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
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External reviews are not included in the AWS star rating for the product.
Better CRM Experience with Salesforce, but Steep Learning Curve
What do you like best about the product?
We are switching from dynamics and salesforce provides a better CRM experience
What do you dislike about the product?
Relearning skills I already know in a new system
What problems is the product solving and how is that benefiting you?
Case management and order management are the two biggest areas of use for our company
Highly Customizable, but Needs Better 1-to-Many Relationship Handling
What do you like best about the product?
I can customize it to fit around my service needs and not just use it out of the box.
What do you dislike about the product?
It could use a better strategy for 1 to many relationships.
What problems is the product solving and how is that benefiting you?
Deal desk and customer success tracking.
Efficient Customer Support with Seamless Integration
What do you like best about the product?
I love the ease of implementation with Salesforce Service Cloud, making the setup process very convenient despite a slight learning curve. The customer service aspect stands out to me, supporting efficient service-related tasks in the real world, such as fixing antennas and satellites. I find the field service features particularly comfortable and beneficial for daily operations.
What do you dislike about the product?
I think the reporting capabilities need improvement, especially with regards to integrated solutions like Tableau. This aspect wasn't as streamlined or set up seven years ago when I started using the software, suggesting a gap in usability and integration opportunities at that time.
What problems is the product solving and how is that benefiting you?
The product aids in real-world service issues, like fixing antennas and satellites, efficiently and comfortably with robust field service features.
Great for Case Handling, but Case Escalation Needs Improvement
What do you like best about the product?
Salesforce Service Cloud is effective when it comes to managing cases. I find it works well for this purpose.
What do you dislike about the product?
Service Cloud has many issues when it comes to case escalation. This aspect of the platform could definitely use improvement, as the current process often leads to complications.
What problems is the product solving and how is that benefiting you?
Saves my time and I can track my work
Great Case Management, but Setup Takes Time
What do you like best about the product?
Manage customer issues from start to finish using cases that can be automatically routed to the right agent or team.
What do you dislike about the product?
Powerful and flexible, but setup takes time. Worth it once customized for your team’s needs.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize all customer interactions in one place. Before, support requests were scattered across emails, calls, and messages, which made tracking and follow-ups difficult. Now, everything flows through one system — making it easier to respond quickly and keep things organized.
All-in-One Convenience, but More Pricing Options Needed
What do you like best about the product?
It has all you need in one place, a one atop shop
What do you dislike about the product?
Nothing really - just would be nice to have more pricing levels
What problems is the product solving and how is that benefiting you?
Customer service and engagements
Great Email-to-Case Feature, but Knowledge UI Needs Improvement
What do you like best about the product?
The email to case funcrionality heles speed up customer support tickets
What do you dislike about the product?
the ui for knowledge could be updated as it would be betyer
What problems is the product solving and how is that benefiting you?
Hjelp deliver Value to customers
Good control of cases and alerts, but requires add-ons for extra functions.
What do you like best about the product?
The ability to have control over cases and alerts to meet the established SLAs
What do you dislike about the product?
Having to hire add-ons for some solutions
What problems is the product solving and how is that benefiting you?
The control of the tickets we raise to provide support service is essential to maintain proper tracking of requests and ensure efficient attention.
Efficient Customer Management, but Needs Better Organization
What do you like best about the product?
I appreciate being able to view all information in one place and respond to customers efficiently.
What do you dislike about the product?
Things can become disorganized quite fast if you don't have the right strategy in place.
What problems is the product solving and how is that benefiting you?
Connecting multiple depts to assist in resolving a customers problem
Very Useful CRM Tool for Managing User Tickets
What do you like best about the product?
It is a very useful CRM tool to assist with users tickets.
What do you dislike about the product?
Not. Applicable
What problems is the product solving and how is that benefiting you?
Handling the tickets and completing administrative duties.
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