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.
Essential tool, but customizations and extra packages frustrate
What do you like best about the product?
For us, it is an essential tool for customer management and for creating an integrated CRM.
What do you dislike about the product?
Many of the customizations, when they involve consulting, end up being more labor-intensive than actually adding value. Furthermore, the fact that we always need to purchase an additional package to evolve makes it seem like nothing is complete.
What problems is the product solving and how is that benefiting you?
The management of customer information is efficient.
Great Unified Customer View, But Lacks Sufficient AI Features
What do you like best about the product?
The most helpful part for us is being able to pull all customer contact information and account information into a single pain of view so that when service calls are initiated, we know who we are talking to and the overall customer sentiment and customer engagement that that particular account deserves
What do you dislike about the product?
Not enough AI. I wish to see more agent, force, or other AI automation made available.
What problems is the product solving and how is that benefiting you?
It allows our call center staff to be able to open up troubleshooting and brake fix work for our customers
Easy Case management
What do you like best about the product?
Managing cases is straightforward, and the system helps keep all data well organized.
What do you dislike about the product?
End user adoption for users coming from another system
What problems is the product solving and how is that benefiting you?
It helps us track customer issues and find trends
Great Scalability and Customisation, No Downsides
What do you like best about the product?
Scalability, ability to customise solutions.
What do you dislike about the product?
Danger of over customisation, level of effort to undo customisations.
What problems is the product solving and how is that benefiting you?
Allowing customer success and service agents to support customers
Excellent Case Management, but Challenging for New User Adoption
What do you like best about the product?
Case management and assurance provided to the case submitter is second to none. I’ve used service cloud across multiple orgs and clients and it has always made life easier.
What do you dislike about the product?
New user adoption is difficult for new agents.
What problems is the product solving and how is that benefiting you?
We have excellent case management and customer service to increase customer satisfaction and confidence in our team.
Great Tool That Boosts Service Team Performance
What do you like best about the product?
How it helps our service team produce better results
What do you dislike about the product?
Nothing i absolutely love the product. With agentforce it will be more interesting
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us fix three big issues: fragmented customer support, inconsistent case handling, and limited visibility into service performance.
Service Cloud on Lightning Streamlines Work, but Email Duplication Needs Fix
What do you like best about the product?
Service cloud on lightning is such a game changer. It brings everything together in one screen. We have used it in the past for compliance cases as well.
What do you dislike about the product?
sometimes duplicate emails get created because of a rep replies and there’s no filter. You have to buy a third-party to cover this.
What problems is the product solving and how is that benefiting you?
we have used it both to support internal customers as well as due compliance cases with. For due diligence, it’s great.
Simple to Use,
What do you like best about the product?
Easy to use and administer easy to setup
What do you dislike about the product?
complexity is hard to handle at times but we work with it
What problems is the product solving and how is that benefiting you?
Case creation and handling
Easy to Use and User-Friendly
What do you like best about the product?
Ease of use control and integrations. Team loves it.
What do you dislike about the product?
Linear and other tools charge for the integration which I think should be cost free
What problems is the product solving and how is that benefiting you?
Customer support and concierge
Great Case Management Features
What do you like best about the product?
Case management capabilities are great and serve our needs
What do you dislike about the product?
Ability to get Agentforce up and running.
What problems is the product solving and how is that benefiting you?
Ability to route cases to the right agent
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