Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Effortless Automation and Seamless Integration with Salesforce Service Cloud
What do you like best about the product?
I really appreciate how intuitive Salesforce Service Cloud is, especially since I was already using Salesforce Sales Cloud. The setup was straightforward due to predetermined flows that activate key features, making it very simple. I value the omnichannel rerouting, automation of case creation, and email-to-case functionalities, which perfectly tie cases to accounts. The chat services are impressive as they allow direct linking of chat to cases, and I really like the agent features.
What do you dislike about the product?
Nothing in particular
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate case creation linked to client data, bridging previous gaps in my process and enhancing operational efficiency.
Flexible Configuration, but Missing Default Digital Engagement
What do you like best about the product?
The ability to configure it to fit business needs out of the box.
What do you dislike about the product?
I wish digital engagement came with it by default
What problems is the product solving and how is that benefiting you?
Reducing ticket times
Real-Time Insights Elevate Our Workflow
What do you like best about the product?
I appreciate the availability of real-time data analytics, which is incredibly useful for keeping our team constantly informed wherever they are. The ability to access dashboards and reports on the go via mobile is invaluable, especially during meetings, trade shows, and client visits. Additionally, the integration with other platforms like Slack and Tableau enhances our workflow. The return on investment has exceeded our expectations, advancing our data tracking capabilities significantly.
What do you dislike about the product?
I find the user interface could be improved, especially in terms of administration. This is the only complaint I have about the software.
What problems is the product solving and how is that benefiting you?
I find the product provides real-time data access, enabling my team to stay informed and ready for meetings, boosting our efficiency. The dashboards and reporting have significantly improved our tracking abilities and return on investment.
Great Service Integration with Field Service, No Major Dislikes
What do you like best about the product?
The service request and service call are interrupted with field service
What do you dislike about the product?
Not really anything I don’t like, the servic module is integrated with our other Salesforce modules
What problems is the product solving and how is that benefiting you?
Salesforce service cloud integrates with my other services either through Mulesoft to bring all pieces together.
Impeccable Integration and Outstanding Scalability
What do you like best about the product?
I really like the scalability of Salesforce Service Cloud and how it integrates with other systems. It is a fast and intuitive tool, capable of handling a large volume of information without issues. Additionally, I value the ease of creating automated flows and the effectiveness of Omni Channel and Omni Supervisor. Salesforce has also improved a lot by listening to the community, which I consider important.
What do you dislike about the product?
Something that is always checked and curated is the price.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage digital interactions such as reviews and complaints through various channels, including WhatsApp. It facilitates case routing and monitors activities with Omni-supervisor, improving our response capability and customer interaction.
Great for Tracking Sales, But Pricey and Outdated
What do you like best about the product?
Easy to track customer service calls and team performance
What do you dislike about the product?
Feels expensive and outdated, doesn’t sync with rest of the enterprise data
What problems is the product solving and how is that benefiting you?
Tracking customer issues and complaints
Efficient Automation Tools, but Cost Add Up for Small Teams
What do you like best about the product?
What I appreciate most are the automation tools, particularly case routing, macros, and auto-responses. These features save me a significant amount of time and make sure that customer inquiries are managed both consistently and efficiently.
What do you dislike about the product?
The expenses can accumulate rapidly, particularly if you require extra licenses or want access to premium features. While it is an excellent system overall, it may not be the most affordable option for smaller teams.
What problems is the product solving and how is that benefiting you?
This tool has addressed the difficulty of manually managing a high volume of customer requests. Thanks to features like automated routing, macros, and templates, we are now able to process more cases in less time while providing consistent, high-quality responses.
Customer management expected to improve with enhanced AI capabilities
What do you like best about the product?
I am pleased that there were no difficulties in the setup process thanks to the training conducted by Salesforce Korea. Additionally, there is great anticipation for the assistance companies receive in transitioning to AI, and it is positive that they receive customized training tailored to their needs.
What do you dislike about the product?
There isn't any yet.
What problems is the product solving and how is that benefiting you?
I have heard and know that Salesforce Service Cloud is very helpful for companies transitioning to AI.
Promising Features, But Moderately Difficult Setup
What do you like best about the product?
I appreciate the centralization of customer complaints within Salesforce Service Cloud, which allows for better tracking and improved customer service. I find the approval process, case stage tracking, and service escalation process particularly useful. The increased visibility of cases for our sales and customer service departments is also beneficial.
What do you dislike about the product?
I find the setup process of Salesforce Service Cloud to be moderately difficult.
What problems is the product solving and how is that benefiting you?
I will streamline our customer complaint process, centralizing it in a single platform and attaching cases to Salesforce records, improving tracking and enhancing customer service.
Great Case Management and Integration, but Knowledge Editor Needs Improvement
What do you like best about the product?
It offers one stop place for handling cases, escalations, assignments. Also closely integrates with experience cloud for best user experience
What do you dislike about the product?
Need to have knowledge editor be more powerful to offer other capabilities.. perhaps now best to integrate with Agentic capabilities
What problems is the product solving and how is that benefiting you?
Case management and ease of tracking history with a customer
showing 441 - 450