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.
Complex Set-Up, But Streamlined Operations
What do you like best about the product?
I find that Salesforce Service Cloud is working very well for us, particularly in streamlining our service call processes. It has centralized everything, allowing us to efficiently manage cases, investment accounts, and contact information, resulting in a connected and cohesive workflow.
What do you dislike about the product?
I found setting up Salesforce Service Cloud to be quite challenging. We only have one technical person on our team, and it took us six months to set up the basic functions like knowledge management and case management by ourselves.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud streamlines case management, connecting everything inside Salesforce, and thus enhances our service efficiency.
Great Industry Features and Integration, but UI Needs Improvement
What do you like best about the product?
Out of the box capabilities tailored for industry and seamless integration woth data 360 and agentforce
What do you dislike about the product?
The user interface would benefit from a more modern and intuitive design.
What problems is the product solving and how is that benefiting you?
This product offers both case management and customer relationship management features.
PM
What do you like best about the product?
That is helpful for our service team. Nice
What do you dislike about the product?
So far so good. We are not using so long
What problems is the product solving and how is that benefiting you?
Owl City has been on the market
Great for Uniting Sales and Service Teams
What do you like best about the product?
I appreciate how it (and sales cloud together) brings our sales and service teams together into a shared environment, making it easier to close the gaps between them.
What do you dislike about the product?
Much like with Sales Cloud, I find it frustrating that so many features are restricted unless you purchase extra licenses. This creates challenges, especially when first adopting the product.
What problems is the product solving and how is that benefiting you?
This tool provides our support team with access to both customer and product data, enabling them to make informed decisions when helping our customers. Additionally, it allows us to manage the live chat feature on our website.
Great Functionality and Usability, but Costs and Licensing could be better.
What do you like best about the product?
Built for purpose, easy to use, robust and scaleable
What do you dislike about the product?
Cost is a consideration and additional licenses for key features is also a deterrent.
What problems is the product solving and how is that benefiting you?
Service engine for customer facing issues
Great New AI Features for Objects and Permissions
What do you like best about the product?
new ai features to help Create objects, fields and update permissions
What do you dislike about the product?
still many things to setup when it involves data cloud. cost is still pretty high to use the ai features
What problems is the product solving and how is that benefiting you?
tracking the info that the customers are looking for. able to track the time to completion
Great 360° Customer View, but Cumbersome with Multiple Cases
What do you like best about the product?
I appreciate how the platform allows us to monitor customer cases and provides a comprehensive 360-degree view.
What do you dislike about the product?
When a customer has a large number of cases, you often have to open several of them just to get a sense of the overall situation.
What problems is the product solving and how is that benefiting you?
Track and resolve customer issues efficiently.
Great Features and Automation, but Challenging Implementation
What do you like best about the product?
New features every season. Create neat page flows for my clients. Automatic case assignments.
What do you dislike about the product?
The implementation is difficult and guidelines should be rules of implementation.
What problems is the product solving and how is that benefiting you?
Client management efficiently and easy. Eliminating bottle necks.
Easy to Use and Configure, but Date Integration Can Be Tricky
What do you like best about the product?
Ease of use and ease to congifure dddddd
What do you dislike about the product?
Can be difficult to integrate date qqqqq
What problems is the product solving and how is that benefiting you?
Track customer issues
Great 360 View and Agile Features, but Investment Is a Downside
What do you like best about the product?
360 view
Agile
Data report
Holistic metrics
Agile
Data report
Holistic metrics
What do you dislike about the product?
Investment is high if you no prepar organization for changes
What problems is the product solving and how is that benefiting you?
Improve process and time to resolve cases
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