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.
Salesforce Administrator
What do you like best about the product?
I like that Service Cloud helps manage all customer cases in one place, giving a full view of each customer. It also automates tasks and routes cases efficiently, making service faster
What do you dislike about the product?
Sometimes it can feel complex to configure and maintain
What problems is the product solving and how is that benefiting you?
Helping us create and track internal cases
Great Case Management for Hotline Support, but Slow Response to Ideas
What do you like best about the product?
Case management makes Hotline Support really easy
What do you dislike about the product?
Ideas are often not considered quickly and needs time
What problems is the product solving and how is that benefiting you?
Transparency and efficiency
Comprehensive Customer Data Platform, but Pricing Can Be Confusing
What do you like best about the product?
It's a comprehensive platform that covers all aspects of customer data and interactions. This is the single destination agents need to visit to access a full customer profile.
What do you dislike about the product?
The pricing structure can sometimes be confusing. Depending on the Salesforce edition you use, certain features might be available or unavailable.
What problems is the product solving and how is that benefiting you?
By bringing together all the various channels onto a single platform, it simplifies the process of creating a unified customer experience.
Great Efficiency
What do you like best about the product?
Efficiency gain, omni channel and knowledge
What do you dislike about the product?
It Gets expensive depends on your volume
What problems is the product solving and how is that benefiting you?
Streamline sevice cloud products
Great Case Management, Needs Better Duplicate Detection Automation
What do you like best about the product?
Case management is handy and great to use
What do you dislike about the product?
More automation can be introduced at case level to identify duplicate cases
What problems is the product solving and how is that benefiting you?
It is great even for small scale industries
Easy Case Management and Convenient Emailing Features
What do you like best about the product?
I appreciate how simple it is to raise cases, as well as the convenience of the emailing functionality.
What do you dislike about the product?
I cant complain about much. The product works quite well
What problems is the product solving and how is that benefiting you?
The ability for students and staff to raise issues. Also one of our departments uses live chat
Great for Organizing Tasks with Customizable List Views
What do you like best about the product?
I like using list views to organize my work and prioritize what I need to work on.
What do you dislike about the product?
Nothing really, it's super customizable so weakness can always be resolved.
What problems is the product solving and how is that benefiting you?
It solved us consolidating our work into one central location
Efficient Customer Service Automation with Helpful Omnichannel Support
What do you like best about the product?
How it centralizes and automates customer service to improve efficiency, speed and customer satisfaction. The omnichannel support is helpful.
What do you dislike about the product?
High cost for small to mid-sized businesses.
What problems is the product solving and how is that benefiting you?
Problem: Disconnected customer service channels
Benefit: Omnichannel Support
Ex: Agents no longer miss messages sent on social media or forget to follow-up on an email-everything is tracked in one place.
Benefit: Omnichannel Support
Ex: Agents no longer miss messages sent on social media or forget to follow-up on an email-everything is tracked in one place.
Flexible Platform with option for add ons
What do you like best about the product?
I love the flexibility it allows, across several support realms and sales as well.
What do you dislike about the product?
I wish we had access to more that was available.
What problems is the product solving and how is that benefiting you?
It allows for collaboration and cross communication across a global spectrum.
Great
What do you like best about the product?
Unified platform with AI, automation, and omnichannel tools that boost agent efficiency and CX.
What do you dislike about the product?
Setting up and customizing this product is quite complex, demanding a high level of expertise. Additionally, ongoing maintenance can become expensive.
What problems is the product solving and how is that benefiting you?
This tool streamlines support processes, centralizes important data, and enhances customer satisfaction by leveraging automation.
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