Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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External reviews are not included in the AWS star rating for the product.
Simple and User-Friendly Experience
What do you like best about the product?
It’s easy to use, we can put a lot of use cases
What do you dislike about the product?
the interface is not really user friendly
What problems is the product solving and how is that benefiting you?
Help my clients to solve their issues
Service cloud
What do you like best about the product?
Easier and customizable
Voice feature
Customer satisfaction
Voice feature
Customer satisfaction
What do you dislike about the product?
Cost is more
Voice integration hard
Have been using from years
Voice integration hard
Have been using from years
What problems is the product solving and how is that benefiting you?
Easy communication
Great Case Management and Omnichannel Features, but WhatsApp Integration Needs Improvement
What do you like best about the product?
The feature I use most often is case management, which, along with its processes and automations, helps enable a comprehensive customer 360 view. However, the feature I enjoy the most is the live agents and omnichannel capabilities, especially because of the detailed performance monitoring they provide.
What do you dislike about the product?
I think the area that could benefit most from improvement is the current solution for WhatsApp integration and digital engagement. This is the aspect I would most like to see enhanced.
What problems is the product solving and how is that benefiting you?
A seamless way to centralize all of the company's internal work, ensuring everything is properly connected to the appropriate objects and records.
Efficient Customer Management and Omnichannel Support with AI Insights
What do you like best about the product?
Manage customer inquiries, complaints, and requests efficiently.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
What do you dislike about the product?
Licensing costs are significant — Service Cloud is priced per user, per month, and can quickly become expensive for large support teams.
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
What problems is the product solving and how is that benefiting you?
In the context of Salesforce Service Cloud, problem solving = managing the full lifecycle of an issue:
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Great Automated Case Management, But Some Drawbacks
What do you like best about the product?
Automated case management, assignment and new agentforce features
What do you dislike about the product?
Still believe that the ux should be improved and easier to stylize without hiring a salesforce consultant
What problems is the product solving and how is that benefiting you?
Tracking case requests for tech, sysadmins, document requests
Great Features, But Difficult to Navigate
What do you like best about the product?
I like the features from the reports and contact record
What do you dislike about the product?
It’s hard to navigate all of the information architecture
What problems is the product solving and how is that benefiting you?
It’s solving our case management solutions
Great FSC Data Model, But Missing Some Bank Features
What do you like best about the product?
FSC data model is great and integrated on Experience Cloud where we're hosting our Online Banking
What do you dislike about the product?
Not all bank features are available in FSC
What problems is the product solving and how is that benefiting you?
Teller services, branch banking, live agent chat, online banking
Easy Customer Support Makes Users Happy
What do you like best about the product?
The Easy way how the user can support our customers
What do you dislike about the product?
All is fine , our users are happy about service cloude
What problems is the product solving and how is that benefiting you?
All email from our B2B and back customers are manage in service cloude also live chat
Great for Case Tracking, Needs Better Product Consumption Features
What do you like best about the product?
The ability to track cases so our customers are quickly contacted when they have an issue.
What do you dislike about the product?
The inability to track products consumed during a case. We created a custom field tk add a quote.
What problems is the product solving and how is that benefiting you?
We use cases to track customer case stage. We created automated email flows to send to customers upon creation of a case and closure of a case.
Great for Service Changes and Case Management, No Major Downsides
What do you like best about the product?
Very helpful with implementing service changes and delivery. Support our case management
What do you dislike about the product?
No downsides off the top of my head other than just continuing to refine
What problems is the product solving and how is that benefiting you?
Workflow enhancing
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