Agentforce Service
Salesforce, Inc.External reviews
7,079 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent Case Management, No Complaints
What do you like best about the product?
Case management is the best functionality
What do you dislike about the product?
I don’t think of any as we are greatly satisfied
What problems is the product solving and how is that benefiting you?
Customer queries and questions about our platform. Benefit are many.
Intuitive and Customizable, but Complex for New Users
What do you like best about the product?
I like how intuitive and customizable Salesforce Service Cloud is
What do you dislike about the product?
Sometimes the platform can feel complex to configure for new users, and customizations may require support from technical teams or consultants.
What problems is the product solving and how is that benefiting you?
Nothing
Powerful and flexible
What do you like best about the product?
What I really like about Service Cloud from an admin point of view is how smoothly it brings everything together from case automation and Omni-Channel routing to real-time dashboards and the Service Console. It saves so much time by reducing manual work, keeping support organized, and giving a clear view of what’s happening. Plus, it’s flexible enough to fit any team’s workflow, which makes managing and scaling support operations a lot easier.
What do you dislike about the product?
It’s powerful, but that also means troubleshooting or training new users takes time. Plus, some features feel pricey or locked behind extra licenses, which can be tough for nonprofits or smaller orgs trying to stay budget-friendly.
What problems is the product solving and how is that benefiting you?
For us, Service Cloud has made everything so much more organized and efficient. All student, teacher, and donor inquiries come into one place, so nothing slips through the cracks. It routes requests to the right person automatically, tracks progress, and gives us clear visibility into where things stand. The reports make it easy to see how quickly we’re responding and where we can improve. Overall, it’s helped us communicate better, work faster, and provide a smoother experience for everyone we support.
Optimizes Field Service, But Setup Could Be Smoother
What do you like best about the product?
I find Salesforce Service Cloud beneficial, especially its powerful optimization and territory management features, which enhance field service implementations. The on-time service delivery has been key to our success, with warehouses efficiently managed in assigned territories. The instinctive automation of tasks post-setup is impressive. Additionally, utilizing the mobile application has empowered our field service representatives, integrating seamlessly with their tasks. The knowledge base available through Service Cloud further supports efficient service delivery to clients.
What do you dislike about the product?
I found the setup of Salesforce Service Cloud not easy in the beginning and not intuitive. There is also a need for tighter integration between service requests, cases, and work items on the cloud.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to ensure timely service delivery and optimal field service implementation with efficient territory management.
Dependable for Project Management and Case Systems
What do you like best about the product?
I find Salesforce Service Cloud very effective in managing project timelines and schedules, keeping me on track for project go-lives. The tool's case management system is particularly useful, and the resources it provides for reviewing and approving tasks are very supportive.
What do you dislike about the product?
The initial setup of Salesforce Service Cloud was a bit difficult.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud helps me track projects effectively, manage timelines, and ensure tasks are completed on schedule. It also aids in resource review and approval processes for live launches, enhancing my workflow significantly.
Fast and Easy to Build, but Challenging with Unrefined Internal Data
What do you like best about the product?
How it’s easy to build and to make things happen so fast
What do you dislike about the product?
When you need to integrate with a lot of internal data that is not refined
What problems is the product solving and how is that benefiting you?
We organize all the workflows to make them work less organically
Powerful Integrations and Ongoing Development, but Pricing and Setup Can Be Challenging
What do you like best about the product?
The robust solution and myriad integration options as well as the company’s commitment to improvement and development!
What do you dislike about the product?
The primary dissatisfaction I encounter is with the piecemeal pricing of related features like experience cloud, voice or text communication and knowledge. Other competitors include these offerings in their core services, and clients are often surprised by the added purchases necessary.
It also requires significant setup to really leverage all the tools.
It also requires significant setup to really leverage all the tools.
What problems is the product solving and how is that benefiting you?
Support ticketing, billing questions and product questions.
User-Friendly and Efficient, but Limited by Industry Regulations
What do you like best about the product?
It is very user friendly and efficient to usr
What do you dislike about the product?
For our industry there are a lot of regulations that stop the full use
What problems is the product solving and how is that benefiting you?
Helping with quality assurance
Flexible System for Business Needs, but Challenging User Onboarding
What do you like best about the product?
The shear flexibility of the system that can meet many business needs
What do you dislike about the product?
User training and onboarding can be cumbersome
What problems is the product solving and how is that benefiting you?
Tracking and automating customer service issue s and responses
Game-Changing for Contact Centers, but Has Occasional Drawbacks
What do you like best about the product?
for the contact center, this product is gamechanging !
What do you dislike about the product?
sometimes, its not easy to use Amazon Connect
What problems is the product solving and how is that benefiting you?
we dont need to implement scrath system so that we can save the QCD
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