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.
Transforms Case Management with Ease
What do you like best about the product?
I love how easy the setup process of Salesforce Service Cloud is, allowing a complete implementation in just twelve weeks. I find the knowledge aspects and self-service tools like Einstein Chatbots and AgentForce invaluable, significantly reducing the workload by enabling customers to self-serve. The Service Cloud's efficiency in reducing our employees' overall case handling time delivers exceptional value, making it worth purchasing again.
What do you dislike about the product?
I would like to make Salesforce Service Cloud more accessible for resolving cases while on a job site. Specifically, enhancements through AI lookups and quick solving actions would improve the efficiency of closing the work paperwork afterwards.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to implement self-service features like chatbots, reducing case management workload and improving efficiency by allowing customers to resolve their issues without human intervention.
Great Integration with Sales and Data Cloud
What do you like best about the product?
Unified interface and its seamless Integration with sales and Data cloud
What do you dislike about the product?
The knowledge base features and functionalities needs to be enhanced.
What problems is the product solving and how is that benefiting you?
Unified customer issue management platform
Great Omnichannel Support, but Customization Is Challenging
What do you like best about the product?
Omnichannel routing Support agents handle conversations from email, phone, chat, social media, etc., all in one workspace.
What do you dislike about the product?
Customization are challenging and complex.
What problems is the product solving and how is that benefiting you?
Faster query resolution and high customer satisfaction.
Excellent Customer Relationship Performance, Perfect for My Company
What do you like best about the product?
The performance with customers relationship
What do you dislike about the product?
Nothing everything is perfect for me and my company
What problems is the product solving and how is that benefiting you?
The contact center performance
Powerful Automations, but Some Routing Limitations
What do you like best about the product?
The automations até limitless. It is my favorite cloud
What do you dislike about the product?
Some technical debit makes some routing possibilities harder than it should
What problems is the product solving and how is that benefiting you?
Replacing emails replies and giving a 360 overview for customers
Case Management Revolutionized Our Back Office—No Complaints!
What do you like best about the product?
Case management has transformed how our credit union does back office functions
What do you dislike about the product?
I love it all. Service Cloud has been amazing
What problems is the product solving and how is that benefiting you?
Case management
Great Lighting and Customization, but Overwhelming Options
What do you like best about the product?
Ease of use and lighting experience. The ability to redefine the service and support flows
What do you dislike about the product?
Too much information or options in one place at times
What problems is the product solving and how is that benefiting you?
Fulfillment and client services
Great Omni-Channel Routing and Einstein Bots, But Macros Need Improvement
What do you like best about the product?
Omni channel routing and Einstein bots are amazing
What do you dislike about the product?
I don’t like macros a lot when it comes to service cloud
What problems is the product solving and how is that benefiting you?
It is helping us create cases on Salesforce and also integrate it with experience cloud
Effortless Setup, Empowering AI Features
What do you like best about the product?
I love how easy Salesforce Service Cloud is to set up, making the initial configuration a breeze with plenty of guidance available. The AI aspects, particularly the agentic bots, empower customers to find answers themselves, enhancing self-service capabilities. The powerful features like Agent Force and Einstein bots on Experience Cloud are incredibly beneficial for my work.
What do you dislike about the product?
More agentic guidance in setup will make it even easier!
What problems is the product solving and how is that benefiting you?
I love the AI aspects of Service Cloud, like building an agentic bot to empower customers, finding answers, and easing confusion. It’s easy to set up with ample guidance, which solves my problems efficiently.
Centralized Efficiency with Salesforce Service Cloud
What do you like best about the product?
I appreciate Salesforce Service Cloud for its ease of use and ease of access, which play a significant role in centralizing all the data efficiently. I find the omni-channel support through email, phone, and chat highly beneficial for case management. The capability for agents to view all customer interactions in one account and the integration with chatbots to address basic queries saves time and enhances focus on detailed work.
What do you dislike about the product?
I found it quite challenging to set up Salesforce Service Cloud initially, ten years ago. At that time, the Classic version was not equipped with the modern features such as flows, making the setup process difficult and lacking in streamlined processes. As we progressed to the Lightning version, things became easier, but the initial deployment was indeed typical of older systems, which lacked current functionality. Additionally, I see room for improvement in the reporting capabilities. The current system doesn't fully meet our leadership's needs, particularly concerning in-house reporting and the omnichannel supervisor view. Enhancements in detailed work displays or smoother queue switching for agents could significantly enhance usability.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to centralize customer data, streamline case management across multiple channels, and reduce agent workload with chatbots, enhancing our efficiency and customer interactions.
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