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.
Great Variety and Easy to Use
What do you like best about the product?
Variety
Easy use
Easy to understand and learn
Easy use
Easy to understand and learn
What do you dislike about the product?
It does not have a lot of free training which I would like
What problems is the product solving and how is that benefiting you?
It has helped with managing the team
Reliable cloud features are an attractive choice.
What do you like best about the product?
I use Salesforce Service Cloud because I like its cloud features. I also appreciate the high level of trust in the Salesforce company. The automation features are particularly useful and greatly assist in performing tasks.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
It helps save time and work efficiently by automating data searches and data processing during work.
Great Email to Case Feature, No Dislikes
What do you like best about the product?
Email to case and the omnivhannel benefits
What do you dislike about the product?
Don’t dislike it, have satisfied all the usecase so far
What problems is the product solving and how is that benefiting you?
Can’t think of anything right now thank Jo
Streamlined Case Management & CRM Excellence
What do you like best about the product?
I find the basic CRM capabilities of Salesforce Service Cloud to be industry standard, making it easy for organizations to manage their service teams. The automation features speed up case resolution for our service agents, and the organized customer interaction through case management is highly beneficial. Moreover, the ease of setup without any difficulty was a significant plus. The case management allows efficient distribution of cases among teams without custom objects and supports multiple teams due to diverse record types. Opportunity management facilitates collaboration among sales and presales teams to resolve field cases efficiently.
What do you dislike about the product?
I think we need more reporting capabilities on the case history and more field tracking on various objects. This enhancement would help improve the reporting of service cloud data for sales reps and service agents.
What problems is the product solving and how is that benefiting you?
I find the product accelerates case resolution for service agents through automation and organized customer interactions, improving case management and opportunity management by integrating teams on a unified platform.
Great Automation and AI, but UI Needs Improvement
What do you like best about the product?
Salesforce Service Cloud shines in how it blends automation, AI, and omnichannel support to create a seamless customer service experience.
What do you dislike about the product?
Mostly the UI, and it needs to be improved a bit
What problems is the product solving and how is that benefiting you?
Helping resolve customer problems by better managing the problem cases
Empowers Customer Experience, Setup Needs Streamlining
What do you like best about the product?
I really appreciate Salesforce Service Cloud for addressing significant challenges in customer experience, measurability, observability, and overall improvement. The solutions cater to putting the customer at the core of operations. Its features, such as agent response and Service Cloud Voice, are set to revolutionize customer interactions, significantly enhancing efficiency and customer experience with its robust AI capabilities, allowing human agents to focus on more complex interactions.
What do you dislike about the product?
I find the setup process of Salesforce Service Cloud complicated and lengthy. It's taking around six months for us to implement, which I think could be expedited. Simplifying the setup would significantly improve my experience.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer experience, improving measurability and observability. It puts the customer at the heart of everything we do, especially through its case management solution, and revolutionizes our business-to-customer interactions.
Empowers Agents, Integrates Seamlessly, and Simplifies Customer Service
What do you like best about the product?
I really appreciate how Salesforce emphasizes empowering agents with tools like better dashboards, health metrics, and integrated coaching. The emergence into IT service management offers immense potential, particularly for unifying support across various customer bases and markets. The cohesive integration with the broader Salesforce ecosystem, like CRM and marketing cloud, offers a seamless experience and significant value for both us and our customers. The setup was straightforward, and the unified console that integrates customer data, channels, and AI for a complete customer view greatly enhances service personalization and efficiency. I love the omnichannel capabilities that Salesforce provides, along with the AI-driven efficiencies from tools like AgentForce and Einstein Copilot. The integration capabilities, especially with Snowflake, are impressive, ensuring data compliance and real-time insights. Overall, the scalability and comprehensive Salesforce ecosystem inspire trust in this robust enterprise platform.
What do you dislike about the product?
I would like to see a simplification of the setup and admin complexity in Salesforce Service Cloud. There's also a need for smarter case threading in a unified inbox. Streamlined automation governance is another area that could benefit from improvements. These adjustments would enhance the overall user experience.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the disconnected customer service issue by unifying customer data and AI automation in one console, providing agents full context for faster resolutions. It enhances customer service with omnichannel capabilities and integrated tools for real-time insights.
Challenging Setup, But Delivers Comprehensive CRM Integration
What do you like best about the product?
I appreciate the comprehensive customer 360 feature that brings all channels and product lines together, offering cohesive insights and transactional support for our end users. I find the knowledge platform, case management, and 360 components of CRM incredibly valuable. MuleSoft integration helps bridge our microservices with legacy systems efficiently.
What do you dislike about the product?
The setup process for Salesforce Service Cloud was not seamless, and I encountered issues getting started. Although Salesforce professional services were engaged, we still faced significant architectural challenges within our company. Additionally, I believe there needs to be an optimization in the Service Cloud platform so it can better operate without having all data resident on the platform.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud creates a cohesive 360-degree customer view across channels and product lines, enabling better transactional support for end users.
Effortlessly Manages Cases, Expands Customer Support
What do you like best about the product?
I appreciate Salesforce Service Cloud's FedRAMP compliance and robust capabilities, which were crucial for our public sector needs. The easy access permissions, reporting, and insights are primary features I value. The tool's seamless integration with systems like Amazon Connect enhances communication capabilities, providing great convenience and expansion potential.
What do you dislike about the product?
I find the current lack of comprehensive mobile app integration somewhat limiting. While the browser-based capabilities are robust, expanding more functionalities into the mobile app would significantly enhance usability and accessibility, allowing for a more seamless experience. This improvement would enable on-the-go access and functionality that currently feels restrictive if constrained to just the browser environment.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud enhances customer understanding and support scalability, starting from effective case management. It boosts omnichannel support, improves agent efficiency, and integrates well with systems like Amazon Connect.
Organized Cloud Service, but Needs More Training Resources
What do you like best about the product?
It’s a very organized cloud service but I haven’t used it as much
What do you dislike about the product?
If there was more practice and training on it.
What problems is the product solving and how is that benefiting you?
I’ve never been exposed to it as much
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