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 Customization, But Lacks Native Leadership Metrics Tracking
What do you like best about the product?
Customizable features that make it easy to build yourself
What do you dislike about the product?
Not enough native tracking on metrics for leadership
What problems is the product solving and how is that benefiting you?
Customers who have product problems submit those via case so we can assign to correct team
Exploring Salesforce's Potential for Sales Pipeline and ERP Integration
What do you like best about the product?
I appreciate the potential of Salesforce Service Cloud to enhance my commercial operations by providing detailed tracking of the sales pipeline and managing KPIs effectively. Its integration with existing information systems, particularly ERP systems for financial and cost accounting, seems promising for accessing crucial business information.
What do you dislike about the product?
I anticipate that getting started with Salesforce Service Cloud will be challenging, requiring significant change management for my team. I also think it needs to be easier to use to make it more accessible.
What problems is the product solving and how is that benefiting you?
I anticipate Salesforce will improve sales pipeline tracking and manage KPI, enhancing my commercial operations and consolidating sales data.
Great Integration, but Setup and Maintenance Are Costly
What do you like best about the product?
Services agent that can be integrated within ecosystem
What do you dislike about the product?
Too much heavy lift on maintaining and settting up and cost
What problems is the product solving and how is that benefiting you?
Benefits our Salesforce org in gettting all derived standard
Great Automation and Centralized Data, but Setup Can Be Challenging
What do you like best about the product?
The best thing is its ability to automate service tasks and keep customer data in a centralized view. This helps with improving productivity for our agents and helps with better end user satisfaction. This saves us time in the long run.
What do you dislike about the product?
Setup can be complex with a steep learning curve. You might also need an expensive support plan to start however the time savings outweigh the cons in the long run.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us manage support tickets and our support queues that way end users are served in a timely manner in accordance with their ticket severity and we can run analytics on all these data points
An Efficient Customer Service That I Highly Recommend
What do you like best about the product?
I appreciate the efficiency of customer service, which is a major asset for our customer service. I find that the implementation of the service was simple. I also appreciate the new features added regularly, which continuously enhance the value of the service.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
The product offers efficient customer service, crucial for my customer service needs.
Easy Setup for Case Management, but Customization Can Be Overwhelming
What do you like best about the product?
The case and entitlement management features are very straightforward to set up. I found the implementation process to be quite simple.
What do you dislike about the product?
Sometimes it requires too much customization.
What problems is the product solving and how is that benefiting you?
Clients complain and internal tickets
Great Productivity Boost with Agentforce, Slightly More User-Friendly Needed
What do you like best about the product?
Features and Agentforce stuff really boosts the productivity
What do you dislike about the product?
Nothing much but bit more user friendly and less errors
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize all customer interactions in one place, making it easier to track, manage, and resolve cases efficiently. With automation, AI-driven recommendations, and integrated communication channels, our support team can respond faster and provide more personalized experiences.
Great Omnichannel Support, Needs More Order Management Automation
What do you like best about the product?
Ominchannel agents and working on various commerce platforms.
What do you dislike about the product?
I wish there could be more automation on order management issues and delivery
What problems is the product solving and how is that benefiting you?
Increasing customer retention due to good quality on loyalty management offers
Efficient Request Management with No Complaints
What do you like best about the product?
It allows our organization to manage our internal and external requests in an organized reportable manner.
What do you dislike about the product?
Some of the interface is a bit outdated.
What problems is the product solving and how is that benefiting you?
It allows us to respond to cases efficiently and escalate to various different teams within our organization.
Great AI Insights for Service Teams, but Onboarding Is Challenging
What do you like best about the product?
I love the ability to augment my service team with AI insights and messages to make them more productive.
What do you dislike about the product?
I wish it was easier to get started. After long efforts to talk the company into adoption the program, it takes heavy investment in planning for startup and configuration
What problems is the product solving and how is that benefiting you?
We are looking to process patient authorization questions. We are hoping to get to an agent solution that allows our customers to fulfill a script completely.
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