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.
User-Friendly Interface and Great Features
What do you like best about the product?
The user interface is easy to use, and the product offers good features and functionality.
What do you dislike about the product?
There is a need for improved integration with third-party tools.
What problems is the product solving and how is that benefiting you?
Handling service tickets and overseeing customer service operations.
Great for Customer Interaction, but Pricey and Hard to Learn
What do you like best about the product?
Allow better customer interaction, faster turn around
What do you dislike about the product?
High cost and steep learning curve. Can be too expensive
What problems is the product solving and how is that benefiting you?
Quick turn around
A Strong Platform That Requires Expertise
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to centralise all customer interactions — cases, emails, chats, and calls — in one place, giving teams full visibility and control.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is its complex setup, high cost, and sometimes slow performance when heavily customised.
What problems is the product solving and how is that benefiting you?
The customer service experience stood out to me. I found it to be a notable aspect of my interaction.
Streamlined Setup and Enhanced Call Center Efficiency
What do you like best about the product?
I appreciate the fast setup options available with Salesforce Service Cloud, making the initial transition smoother. I am also enjoying the platform, particularly exploring the AgentForce feature, which seems like a significant enhancement to our operations. Additionally, I anticipate it will help reduce average handle time in our call center, improving efficiency.
What do you dislike about the product?
The setup process required change management due to its differences from our old system. This indicates a learning curve and necessary adjustments when switching. Additionally, while integrating with Guidewire is desired, it poses challenges—not due to Salesforce Service Cloud, but because of Guidewire's complexity.
What problems is the product solving and how is that benefiting you?
I find the product reduces average handle time in our call center, improving efficiency.
Great for Case Tracking, but Needs Billing Integration
What do you like best about the product?
It is very helpful with case tracking and ensuring customer success
What do you dislike about the product?
wish that we could do billing from cases
What problems is the product solving and how is that benefiting you?
Helping us better service our customers
Great for Case Optimization, Needs Improvement in Organization Assignment
What do you like best about the product?
Case optimization and assignment to users
What do you dislike about the product?
Organizations and assign the cases to right set to users
What problems is the product solving and how is that benefiting you?
All good
Great Features and Easy Setup, but Integration Can Be Tricky
What do you like best about the product?
Ease of setup and the variety of features
What do you dislike about the product?
sometimes difficult to connect with our homegrown products
What problems is the product solving and how is that benefiting you?
Bringing centralized visibility to our agents
No Strong Feelings About This Product
What do you like best about the product?
its ability to increase both agent productivity and customer satisfaction through features like AI-powered automation, case management, and a unified, omnichannel console
What do you dislike about the product?
platform expensive, particularly because they may not use all the features, and feel trapped by contracts, while the complexity requires extensive training for effective use
What problems is the product solving and how is that benefiting you?
Helping find information for our company to. Help use with needs
Streamlined Customer Service with Robust Dashboard
What do you like best about the product?
I appreciate the real-time tracking capabilities of Salesforce Service Cloud, which allow my team to effectively report service levels to senior management. The comprehensive dashboard is a one-stop shop for tracking service tickets and customer feedback, helping in problem identification before, during, and after purchase. I also value the system's ability to filter incoming queries from multiple channels like telephony, email, and chat messenger. With the support of a system integrator, setup was smooth and uncomplicated. Additionally, the AI features are promising for helping us draft more effective responses.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I use the product for real-time SLA tracking and centralized reporting, improving customer feedback analysis and service levels before, during, and after purchase.
Great for Service-Based Organizations, but Pricey
What do you like best about the product?
It’s a great tool for service based organisations
What do you dislike about the product?
Cost of usage as customers think it is too much
What problems is the product solving and how is that benefiting you?
Customer comms simplification
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