Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Great Service Agent Integration
What do you like best about the product?
Service agent integration with slack workflows.
What do you dislike about the product?
Nothing specifically, but would love to have more options on slack and flow templates from Salesforce.
What problems is the product solving and how is that benefiting you?
Automating service workflows in slack and IT help desk requests.
Solid IT Support Solution with Room for Feature Growth
What do you like best about the product?
I appreciate the service cloud's ability to offer a wide range of services for tech support and field services. It makes managing IT support and cases easy. Moving cases from one state to another is straightforward, and it's beneficial for our IT support management.
What do you dislike about the product?
I found that for beginners who are new to Salesforce, there is a significant learning curve, which makes it challenging to get started. Additionally, there are some disadvantages in maintaining and managing IT support and cases effectively. Furthermore, I would like to see more agent support or force-based support features to better meet our needs.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for IT support management and case management, which helps streamline managing IT support and handling cases efficiently, moving them seamlessly from one state to another.
Powerful Capabilities, But Needs a Modern UI
What do you like best about the product?
I appreciate how Salesforce Service Cloud boosts our revenue and drives efficiency, providing a seamless customer experience. It maximizes productivity and resolves cases much faster. The agent experience is much better, AI capability is good, and having all data in one place through the data cloud makes it a comprehensive solution.
What do you dislike about the product?
I find setting up Salesforce Service Cloud quite challenging due to its steep learning curve compared to other CRM providers. Additionally, the user interface feels outdated and lacks modern integration capabilities. I would appreciate more abstractions to make the setup and use easier.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud boosts revenue, enhances efficiency, provides seamless customer experiences, increases productivity, and accelerates case resolution.
Service Cloud, Your CRM
What do you like best about the product?
The ability to make it fit your needs is what I find most helpful about service Cloud.
What do you dislike about the product?
Complexity of some of the basic screens and UI.
What problems is the product solving and how is that benefiting you?
Total view of the customer experience and being able to leverage the data to provide a personalized experience
User-Friendly Interface and Seamless Scheduling, but Integration Needs Improvement
What do you like best about the product?
User friendly user interface. The ability to drag and drop crews and schedule is very seamless
What do you dislike about the product?
Ability to integrate could be improved a bit
What problems is the product solving and how is that benefiting you?
Coordination and communication between field and back office is in real time. Faster response and timely dispatch
Great for Digital Engagement and Case Management, but VOIP Customization Needed
What do you like best about the product?
The way it handles digital engagement and case management is impressive. The assignment process provides a comprehensive 360-degree view, making it easier to track and manage everything efficiently.
What do you dislike about the product?
Sometimes, customers have VoIP solutions that are less than ideal and require additional customization.
What problems is the product solving and how is that benefiting you?
This tool assists us in prioritizing and managing cases more effectively by enabling better collaboration.
Great for Streamlining Processes, but Adoption Takes Time
What do you like best about the product?
We were able to quickly assist in streamlining many of our client's cumbersome and often manual processes.
What do you dislike about the product?
As with any large platform, it takes some time to fully adopt and get clients and their employees used to it.
What problems is the product solving and how is that benefiting you?
This tool enabled the client to efficiently monitor both the volume and nature of requests, which in turn allowed them to address recurring yet unpredictable issues in a proactive manner.
Happy to leverage Service Cloud for our customers
What do you like best about the product?
Ease ability for Salesforce customer data to be viewable with service cases
What do you dislike about the product?
Separate licenses and additional configuration for case routings
What problems is the product solving and how is that benefiting you?
Serving our customers with the fastest most efficient and effective customer resolutions
Boosts Agent Productivity, but Pricing Is a Concern
What do you like best about the product?
It’s useful to improve agents productivity
What do you dislike about the product?
Licensing prices could be expensive for an small company
What problems is the product solving and how is that benefiting you?
Agents are able to reduce manual steps
Great Overall, but Overwhelming Number of Features
What do you like best about the product?
Great customer success service and feature release hub
What do you dislike about the product?
Lots of features to track and ensure you are ready for releases
What problems is the product solving and how is that benefiting you?
Helping us support players when they have issues and stringing data along
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