Agentforce Service
Salesforce, Inc.External reviews
7,069 reviews
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External reviews are not included in the AWS star rating for the product.
Great Case Management and Omni Channel, But Extra Fees for Field Service Permissions
What do you like best about the product?
Case management, Omni Channel are really slick.
What do you dislike about the product?
Pay for permission set for field service. Should be part of the package.
What problems is the product solving and how is that benefiting you?
Managing client expectations
Great Modular Design and Easy Access
What do you like best about the product?
Ease of access, modular; plug and play product.
What do you dislike about the product?
There are times when a technical approach is necessary.
What problems is the product solving and how is that benefiting you?
The ecosystem is evolving rapidly, which means there's a constant need to stay updated with the latest industry trends.
Great Case Management Features
What do you like best about the product?
Case management and case routing Omni channel
What do you dislike about the product?
Email to case, sometimes emails get lost and errors
What problems is the product solving and how is that benefiting you?
Customer service experience and voice
Efficient Customer Management and Omnichannel Support with AI Insights
What do you like best about the product?
Manage customer inquiries, complaints, and requests efficiently.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
What do you dislike about the product?
Licensing costs are significant — Service Cloud is priced per user, per month, and can quickly become expensive for large support teams.
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
What problems is the product solving and how is that benefiting you?
In the context of Salesforce Service Cloud, problem solving = managing the full lifecycle of an issue:
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Great Automated Case Management, But Some Drawbacks
What do you like best about the product?
Automated case management, assignment and new agentforce features
What do you dislike about the product?
Still believe that the ux should be improved and easier to stylize without hiring a salesforce consultant
What problems is the product solving and how is that benefiting you?
Tracking case requests for tech, sysadmins, document requests
User-Friendly Platform with No Downsides
What do you like best about the product?
The best thing about Salesforce Service Cloud is arguably its ability to provide a unified, 360-degree view of the customer across all service channels, empowering agents to deliver fast, personalized, and efficient service.
What do you dislike about the product?
I don’t have any major dislikes about Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
The 360 view of the customer across all service channels is a game changer. It empowers agents to deliver fast, personalized, and efficient service.
Great Customization and Features, But Underutilized Potential
What do you like best about the product?
Cases, customizing, custom objects, activities
What do you dislike about the product?
That we don’t fully utilize everything that it offers
What problems is the product solving and how is that benefiting you?
Handles out cases well
Great Features, But Difficult to Navigate
What do you like best about the product?
I like the features from the reports and contact record
What do you dislike about the product?
It’s hard to navigate all of the information architecture
What problems is the product solving and how is that benefiting you?
It’s solving our case management solutions
Highly Customizable but Complex and Costly Platform
What do you like best about the product?
The platform stands out for its customizability, enabling businesses to adapt it to their unique requirements. Its efficiency-boosting features, such as automation, AI, and a unified customer view, help enhance agent productivity.
What do you dislike about the product?
The high cost, steep learning curve, and overall complexity can make both the initial setup and continued use quite challenging, often necessitating substantial training. Additionally, many users report integration problems and find the interface to be clunky or even overwhelming at times.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses issues such as fragmented customer data, delayed response times, and inconsistent service by offering a unified platform for managing all customer interactions across various channels. This solution enhances user experience by boosting agent productivity and delivering a comprehensive view of each customer, which enables more personalized service.
Flexible Teamwork, but Clunky Implementation
What do you like best about the product?
Our team is able to adapt to changing priorities and assign things to each other
What do you dislike about the product?
Our implementation is a little clunky for our lean team
What problems is the product solving and how is that benefiting you?
Case management and assigning follow ups
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