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.
Outstanding Omni-Channel Features and Customizability
What do you like best about the product?
The omni-channel features stand out as the best aspect. I also appreciate the ability to capture cases accurately.
What do you dislike about the product?
Nothing in particular stands out. The product is completely customizable.
What problems is the product solving and how is that benefiting you?
How can we effectively capture our interactions with clients and ensure that incidents are reported accurately?
Great for Case Management, but Needs Better Data Governance
What do you like best about the product?
This tool is capable of handling end-to-end case management for support, making the entire process more streamlined and efficient.
What do you dislike about the product?
Managing data governance and ensuring visibility remain challenging aspects.
What problems is the product solving and how is that benefiting you?
Handling cases and support deflection has been a key aspect of my experience. The process of managing cases is straightforward, and the support deflection features help reduce the number of incoming requests by guiding users to helpful resources. Overall, these tools make it easier to address issues efficiently.
Flexible, Easy to Use, and Truly Amazing
What do you like best about the product?
Everything is flexible and easy to use everything is good
What do you dislike about the product?
Nothing. I really love it. It’s amazing!
What problems is the product solving and how is that benefiting you?
My operaciones are better
Easy Case Configuration and Automation, Limited Use Beyond Cases
What do you like best about the product?
Cases are very easy to configure and automate assignments
What do you dislike about the product?
Not sure, for our use case we use inly cases
What problems is the product solving and how is that benefiting you?
Easy assigning help desk agents
Powerful and Flexible, but Setup Can Be Complex
What do you like best about the product?
Service Cloud provides a central place to manage all customer interactions, cases, and support workflows. It’s flexible, integrates seamlessly with other Salesforce products, and makes it easy for teams to collaborate on resolving customer issues efficiently. The reporting and automation options are strong, helping to track performance and maintain a consistent service experience.
What do you dislike about the product?
Some setup and configuration steps can be complex, especially for custom workflows. It can take time to fine-tune automations and layouts to fit specific processes. The interface can also feel heavy at times compared to lighter customer support tools.
What problems is the product solving and how is that benefiting you?
We use it for all our customer case management at FinDock, giving our team a complete view of every customer interaction and history in one place. It helps ensure quick responses, better collaboration across teams, and more personalised support. The integration with the rest of Salesforce means our support operations stay connected to sales, product, and customer data.
Service Cloud: Scalable Solution with Minimal Downsides
What do you like best about the product?
It has enabled us to scale our service requests, helping us deliver best-in-class service.
What do you dislike about the product?
There are very few, if any, downsides to using Service Cloud.
What problems is the product solving and how is that benefiting you?
This tool helps us keep track of and fulfill requests, preventing them from getting lost in crowded email inboxes.
Transforming Servicing
What do you like best about the product?
Service Cloud has allowed us to significantly improve the way we manage our Commercial Servicing business.
What do you dislike about the product?
The development timeline can be quite lengthy, depending on the specific use case.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us streamline our workflows, which has led to fewer handoffs and noticeable improvements in both quality and turnaround times.
Great Case Management, But Email to Case Replies Need Improvement
What do you like best about the product?
The case management feature is extremely powerful and can be applied to a wide range of use cases.
What do you dislike about the product?
Email to case reply all can create duplicate cases
What problems is the product solving and how is that benefiting you?
Managing issues and work prioritization
Great Case Functionality!
What do you like best about the product?
I love the Case functionality! It is how we handle our IT ticketing!
What do you dislike about the product?
Some of the out of the box features can be confusing.
What problems is the product solving and how is that benefiting you?
It allows us to track IT tickets along with other tickets for other departments with ease.
Essential Cloud Service for Manufacturing, But Needs More AI Features
What do you like best about the product?
This is the most important cloud service we use in our manufacturing company.
What do you dislike about the product?
Honestly, I think it would be even better if there were more AI features available.
What problems is the product solving and how is that benefiting you?
User cases
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