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.
Powerful Customer Support Platform, but Complex Setup for Small Teams
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes all customer interactions, giving agents a full view of each case. It’s powerful, flexible, and helps deliver faster, more personalized support through automation and easy integration with other systems.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that it can be complex to configure and maintain, especially for smaller teams without admin support. Some setup areas require many steps, and the user interface can feel a bit heavy when managing large case volumes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline case management and centralize customer data, making it easier to resolve issues faster and deliver more consistent, high-quality support
Great for Data Integration, Challenging for Enterprise-Wide Alignment
What do you like best about the product?
It helps combine data from multiple platforms information on how we best service our clients, such as triage of change
What do you dislike about the product?
It could be challenge to draft the enterprise wide vision of the execution plan because all business interests and units need to be aligned
What problems is the product solving and how is that benefiting you?
It has been helpful in addressing how we can better serve our customers and manage incoming requests more effectively.
Great for Customer History and Case Management
What do you like best about the product?
Complete customer history and case management
What do you dislike about the product?
Cost and learning curve. Hard to get our team up to speed.
What problems is the product solving and how is that benefiting you?
Customer center knowledge
Automated Customer Service Greatly Improved
What do you like best about the product?
Enhanced customer service through automation
What do you dislike about the product?
Cost and complex customisation which require steep learning by team deploying
What problems is the product solving and how is that benefiting you?
Automating services
Great for Collaboration!
What do you like best about the product?
Collaboration- working together on cases
What do you dislike about the product?
Outdated automation Features in setup-Updates needed
What problems is the product solving and how is that benefiting you?
Cases Management with Customer
Agentforce Enhances Support for Field Reps—No Complaints So Far
What do you like best about the product?
That it's now able to use agentforce to help field reps when dealing with customers
What do you dislike about the product?
Nothing at the moment. Fairly new to the service cloud haven't broken anything yet thankfully.
What problems is the product solving and how is that benefiting you?
Clean data from our reps and easier to navigation while our in the field.
Straightforward Setup, Efficient Customer Management
What do you like best about the product?
I find the initial setup of Salesforce Service Cloud to be straightforward and easy. The platform offers a great framework for transparency and visibility, particularly beneficial in handling customer inquiries and ensuring quick responses. The user-friendly interface, coupled with its robust analytics, enhances user experience and efficiency.
What do you dislike about the product?
I've realized that the size span is limited, and that presents a challenge for me because I need that to work effectively. The only challenge I faced was related to user issues, which we had to fix using some terminal solutions that involved a delay.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us answer customers faster in major cases, enhancing our customer service efficiency.
Great for Teams and Knowledge Sharing, but Pricey and Complex to Implement
What do you like best about the product?
Ease of use ability to have multiple service reps on it and surface knowledge base
What do you dislike about the product?
Still very expensive needs a large implementation
What problems is the product solving and how is that benefiting you?
Help desk for cs team. Usng to provide customer support and ticketing
Easy Access to Service Data for Seamless Collaboration
What do you like best about the product?
Ability to easily access relevant service data to share between service and sales partners
What do you dislike about the product?
Separate cloud experience and would like to bring together data source for service, sales and product
What problems is the product solving and how is that benefiting you?
Ability to easily share service data from a service platform to our sales partners.
Great Features and Easy to Use, But Some Drawbacks
What do you like best about the product?
Ease of use, vast features list, integrations available
What do you dislike about the product?
I haven’t been using it long enough to have a thorough answer to this one
What problems is the product solving and how is that benefiting you?
Assisting clients and staff faster and more thoroughly
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