Agentforce Service
Salesforce, Inc.External reviews
7,084 reviews
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External reviews are not included in the AWS star rating for the product.
Great Omni-Channel Routing, but Terminology Can Be Challenging for New Advisors
What do you like best about the product?
I appreciate the omni-channel routing feature because it gives me a clear overview of all incoming cases.
What do you dislike about the product?
Some of the terminology may be challenging for new advisors to grasp.
What problems is the product solving and how is that benefiting you?
Handling inbound service requests has been a key part of my experience with this product. The process is straightforward and allows for efficient management of incoming queries. Overall, it has made dealing with service requests much more organized.
Great for Productivity, but Slow on Escalation Rules
What do you like best about the product?
Productivity for everything
It is really easy to use
It is really easy to use
What do you dislike about the product?
Slow activities such as escalation rules
What problems is the product solving and how is that benefiting you?
Resolving fast and tracking of the client
Great Tool That Reduces Agent Workload and Improves User Support
What do you like best about the product?
helps uses with users and takes off working time from our agents
What do you dislike about the product?
so far i have absolutely no complaints, its good
What problems is the product solving and how is that benefiting you?
the agents spend less time and can focus on their more important work
Comprehensive Features That I Love
What do you like best about the product?
Comprehensive and a solution that is scalable for Enterprises
What do you dislike about the product?
Too many functionality. Sometimes he can get too complex for simple use cases.
What problems is the product solving and how is that benefiting you?
Making the customer experience and issue resolution journey, much smooth
Great for Automating Processes, But Needs More Focus at Dreamforce
What do you like best about the product?
It keeps track of all processes that used to be manual
What do you dislike about the product?
Less attention in Dreamforce :( but hopefull to implement some Agentforce
What problems is the product solving and how is that benefiting you?
The manual work that used to be done in excel
Easy to Use and Informative, but Some Features Hard to Access
What do you like best about the product?
I think it’s very easy to utilize and provides a lot of information.
What do you dislike about the product?
Exploring all the available features and determining how to make the most effective use of them has been my focus.
What problems is the product solving and how is that benefiting you?
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Excellent Omnichannel Solution with Great Agent Support
What do you like best about the product?
Everything about it works well for me. I use it to serve our customers through omnichannel voice and messaging. The agent force service is also really useful.
What do you dislike about the product?
We currently have more than 4,000 customers.
What problems is the product solving and how is that benefiting you?
This is a summary transcript.
Comprehensive Platform, but Lacks Built-in AI Features
What do you like best about the product?
The completeness of platform capabilities to allow me to run business somthly.
What do you dislike about the product?
No AI capabilities out of the box we need to get additional licence
What problems is the product solving and how is that benefiting you?
Customer service and some internal ticketing for partner channels
Great Customization, But Lacking Service Level for New Chat
What do you like best about the product?
It's all in one spot and really customizable
What do you dislike about the product?
No service level for the new chat so that needs to be adddd
What problems is the product solving and how is that benefiting you?
Great for case routing
Comprehensive Customer View, but Overwhelming Configuration in Service Cloud
What do you like best about the product?
Service Cloud stands out by providing a comprehensive 360° view of the customer through Cases, Contacts, and associated records. Having all interactions—such as calls, emails, chats, and notes—consolidated in a single location greatly enhances efficiency for support teams.
What do you dislike about the product?
Because it’s so configurable, it can get overwhelming—especially when layers of automation overlap (Flows, Omni-Channel, Case Assignment Rules, etc.). It requires strong governance and documentation to maintain clarity.
What problems is the product solving and how is that benefiting you?
Centralizing all customer interactions (calls, chats, emails, web cases) in one place.
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