Agentforce Service
Salesforce, Inc.External reviews
7,072 reviews
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External reviews are not included in the AWS star rating for the product.
Streamlined Case Management with Powerful Workflow Automation
What do you like best about the product?
I like the workflow automation capabilities it provides which streamline the whole case management process more efficient through different channels.
What do you dislike about the product?
I dislike the initial setup cost which is a bit higher for smaller business.
What problems is the product solving and how is that benefiting you?
I use it to automate my case management process for better customer satisfaction.
Makes Case Management Easy and Efficient
What do you like best about the product?
How it makes case management so easy for me.
What do you dislike about the product?
I dislike about the cost of the product.
What problems is the product solving and how is that benefiting you?
It helps me to connect with my customer more efficiently
Effective Call Management, But Needs Streamlining
What do you like best about the product?
I like that Agentforce Service has good call routing, which is powered by the omnichannel and helps with queue-based routing using our IVR setup. Also, the initial setup was easy.
What do you dislike about the product?
We had to do a lot of customization for the nice inContact integration. Like detection of contact and everything took too much of our time.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service for case management, handling cases and call routing efficiently through omni channel and IVR setup for queue-based routing.
Great Tool for Customer Support and Handling Queries
What do you like best about the product?
its a great tool for providing service to the customers by providing support to customer support users and handle customer queries and vast in built features
What do you dislike about the product?
setup requires long time and its expensive for small businesses also need professionals to setup
What problems is the product solving and how is that benefiting you?
made the customer support process more efficient in our organisation and reduced burden from the reps by some things getting automated and better metrics in support
Great Enterprise Tool That Boosts Efficiency and Productivity
What do you like best about the product?
its great tool to use for enterprise business. It increase efficiency and productivity.
What do you dislike about the product?
its bit difficult to setup and its time consuming. its also complex for advance configuration.
What problems is the product solving and how is that benefiting you?
It solves high support volume and have slow resolution time. it improve productivity.
Automates Customer Enquiries and Boosts Agent Productivity with Salesforce Integration
What do you like best about the product?
It helps to automate resolutions of customer enquiries without any day off. Users appreciate its integration into Salesforce. It boosts the agent productivity by automated contextual and trusted responses.
What do you dislike about the product?
User finds it challenging due to its costs and potential for sometimes inaccurate responses and complex configuration.
What problems is the product solving and how is that benefiting you?
It solves:
1. High operational costs.
2. Slow responses.
3. Centralize access of fragmented customer data.
1. High operational costs.
2. Slow responses.
3. Centralize access of fragmented customer data.
Agentforce Makes Case Management Fast, Reliable, and Easy with AI
What do you like best about the product?
I used agentforce service for case management which helps me build solutions fast and reliable and by using AI features it is very easy to manage services.
What do you dislike about the product?
The only which i dislike is the initial setup cost and configurations needed for setup
What problems is the product solving and how is that benefiting you?
I used agentforce Service in my org for faster case management which leads to fast implementation.
Efficient Case Management, Needs Better Data Handling
What do you like best about the product?
I use Agentforce Service to manage customer support and track service requests in one centralized platform, which helps our team handle cases efficiently. I like its centralized case management and automation features as they make it easy to track customer issues, manage interactions across channels, and quickly access customer history. The automation and AI features assist agents by reducing manual work and improving the overall customer service experience. Centralized case management allows our team to track and manage all customer requests from one platform, monitor case status, assign tasks, and maintain a complete history of customer interactions. This ensures that no issue is missed. The automation features reduce repetitive tasks such as case routing, follow-ups, and status updates, allowing agents to focus more on solving customer problems.
What do you dislike about the product?
The main issues I have with Agentforce Service are that it requires very clean data, or else the AI gives wrong answers. There are limited integrations too, leading to incomplete responses. It’s also expensive, and there’s unclear ROI. It’s not fully automated, and the UI can feel complex.
What problems is the product solving and how is that benefiting you?
I use Agentforce Service for managing customer support and tracking requests. It centralizes cases, reduces manual work with automation, improves response times, and provides a complete customer interaction history, enhancing overall service efficiency.
Powerful Automation and AI Chatbots That Speed Up Customer Support
What do you like best about the product?
i like its powerful automation capabilities that helps me streamline my customer support process by resolving cases faster with features like Chatbots and Ai capabilities.
What do you dislike about the product?
i think its complexity make it harder and difficult for beginners to fully utilize its capabilities without proper training.
What problems is the product solving and how is that benefiting you?
It helps me solve the key customer support challenges, slower response time and inefficient case management.
360-Degree Customer View That Streamlines Personalized Support
What do you like best about the product?
The biggest advantage is the 360-degree view of the customer, which allows agents to see all interactions, cases, and history in one place. This helps in delivering personalized and consistent support without switching between multiple systems.
What do you dislike about the product?
Customization and configuration, while powerful, can also be time-consuming and may require technical expertise or developer support. This can slow down implementation and ongoing changes.
What problems is the product solving and how is that benefiting you?
It helps address issues like scattered customer data, slow response times, and manual, repetitive processes. With features like centralized case management, omnichannel support, and automation (Flows, AI-driven routing), it ensures that customer queries are handled efficiently and consistently.
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