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.
Strong Omni-Channel and Case Management, But TAT Timer Needs Work
What do you like best about the product?
The omni-channel capabilities and case management features are quite good.
What do you dislike about the product?
The TAT timer and milestone management features could use some improvement.
What problems is the product solving and how is that benefiting you?
I am employed at fac, where I collaborate with banks from the EAMA region.
Efficient Case Management, but Customization Can Be Complex
What do you like best about the product?
I like how Salesforce Service Cloud helps centralize customer interactions and makes it easy to track, automate, and resolve cases efficiently.
What do you dislike about the product?
Sometimes it can be complex to customize and requires extra time to configure or train users effectively.
What problems is the product solving and how is that benefiting you?
It helps organize and streamline customer support by keeping all interactions in one place, automating workflows, and improving response times — which leads to better customer satisfaction and team efficiency.
All-in-One Solution for Our Service Team—Absolutely Love It!
What do you like best about the product?
It’s easy and has every feature our service team needs. It’s great and I love it
What do you dislike about the product?
Nothing I dislike at all other than normal platform limitations
What problems is the product solving and how is that benefiting you?
Case routing and support resolution
Simple and User-Friendly Experience
What do you like best about the product?
Easy to use case management
Multi channel support
Multi channel support
What do you dislike about the product?
High cost
Steep learning curve
Training.9
Steep learning curve
Training.9
What problems is the product solving and how is that benefiting you?
Case management
Service Cloud Centralizes Customer Info—No Dislikes So Far
What do you like best about the product?
In my view, Service Cloud brings all customer information together in a single location.
What do you dislike about the product?
I don't think there is anything I dislike.
What problems is the product solving and how is that benefiting you?
The platform offers features for case routing and management, which help streamline the process of handling cases efficiently. These tools make it easier to assign, track, and resolve cases, improving overall workflow.
User-Friendly Once Set Up, but Initial Setup Can Be Challenging
What do you like best about the product?
It’s easy to use with a base understanding of Salesforce.
What do you dislike about the product?
It can be difficult to set up at first for end users.
What problems is the product solving and how is that benefiting you?
Creating tickets
Best case management system.
What do you like best about the product?
Next best action, service cloud voice, speech to text, and self-service.
What do you dislike about the product?
Not enough local language support natively.
What problems is the product solving and how is that benefiting you?
Helping have a 360 degree of the customer journey
Comprehensive Customer View, but Consider Simpler Options for Basic Needs
What do you like best about the product?
The Service Console offers agents a complete 360-degree customer view, streamlining all interactions from email, chat, phone, and social media into one platform, which boosts productivity and improves First Call Resolution rates
What do you dislike about the product?
If only basic case management is needed, evaluate whether a lighter CRM or another support tool could meet requirements more cost-effectively.
What problems is the product solving and how is that benefiting you?
Good
Perfect for Long-Term Case Management
What do you like best about the product?
I find Salesforce Service Cloud incredibly helpful for case management. Their assignment features are particularly useful for us. The automation capabilities are a key aspect that benefits our workflow significantly.
What do you dislike about the product?
While Service Cloud offers powerful tools for case management and automation, a few areas could be enhanced for an even better user experience. The setup and configuration process can feel complex, especially for organizations with multiple service channels or custom workflows. Some of the UI elements still require too many clicks to access key information, and reporting dashboards could be more intuitive for non-technical users.
What problems is the product solving and how is that benefiting you?
It helps us with case management, enhancing our efficiency with case assignments and automation.
Great Support Channels, No Complaints So Far
What do you like best about the product?
I love the different channels available for support
What do you dislike about the product?
Haven’t come across anything yet I dislike yet
What problems is the product solving and how is that benefiting you?
We are moving away from fresh desk to keep all information in salesforce
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