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.
Extremely Resourceful and Useful for Field Service and Customer Operations
What do you like best about the product?
Very resourceful and useful for field service and customers operations
What do you dislike about the product?
how complex it can become for end users when too many features or customizations are layered in.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions, making it easier to track cases, follow up on issues, and collaborate across teams. Having a unified view of each customer saves me time, ensures accountability, and helps maintain consistency in communication.
Great for Tracking Quality and Cases, Looking Forward to AI Integration
What do you like best about the product?
It allows us to track quality and our cases
What do you dislike about the product?
At the moment nothing. Hopefully AI and integration with Agents soon
What problems is the product solving and how is that benefiting you?
Allows us to help our customers faster and track issues
Effortless Case Management, Needs More AI
What do you like best about the product?
I find the ability to create cases for our tier-one support team highly beneficial. It keeps all ticket users organized inside Salesforce, making tracking straightforward and efficient. Additionally, the ease of use of Salesforce, whether it's Sales Cloud or Service Cloud, is impressive. Furthermore, the integration capabilities with other tools like Sales Cloud, Marketing Cloud, Data Cloud, and MuleSoft enhance our workflows.
What do you dislike about the product?
I wanted the capability to fully replace BMC Remedy with Salesforce Service Cloud, which implies limitations or gaps in functionality. Additionally, I see potential for more AI integration, suggesting current AI capabilities might not meet all my needs.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to create cases for our tier one support, keeping all ticket users organized and facilitating essential case tracking.
Streamlines Case Management, Robust Yet Slightly Constrained
What do you like best about the product?
I appreciate how Salesforce Service Cloud automates the creation of cases through email, which streamlines the process for my service team and enhances their efficiency in addressing customer issues. The email-to-case feature is incredibly robust and valuable, making customer interactions and support management seamless.
What do you dislike about the product?
There are some limitations in Salesforce Service Cloud causing headaches. These limitations are becoming more problematic as more teams leverage the platform. The initial setup experience was also not ideal due to the implementation partner not performing effectively, which added challenges to the process.
What problems is the product solving and how is that benefiting you?
I find the product automates case creation and streamlines our service team's process, enhancing efficiency in addressing customer issues.
Easy Setup and Omni-Channel Integration, but Interface Needs Improvement
What do you like best about the product?
Easy to configure, easy to use, interconnected with other applications. Allows my organization to enable Omni-channel.
What do you dislike about the product?
Interface can use an uplift. Easy to “clutter”.
What problems is the product solving and how is that benefiting you?
Where is my order, create an order
Great Data Integration, but Workflow Limitations
What do you like best about the product?
The data integration features are impressive, and it's easy to connect with our source systems.
What do you dislike about the product?
The workflow limitations and outdated approval processes provided out of the box are disappointing.
What problems is the product solving and how is that benefiting you?
Data structure
Boosted Response Quality, but Pricey and Complex Setup
What do you like best about the product?
Salesforce Service Cloud has helped our company improve our response rate as well as the quality of our responses.
What do you dislike about the product?
Can be expensive and difficult to configure if you aren’t sure what you’re doing.
What problems is the product solving and how is that benefiting you?
We use it to help direct our clients to the right solution at the right time
Perfectly Smooth Setup, Elevates Customer Relationships
What do you like best about the product?
I really like how easy and straightforward it is to work with Salesforce Service Cloud. The installation process is smooth, and using it speeds up the resolution of cases, which significantly improves my customer relationships. The Knowledge and Agent workspace features effectively support my everyday tasks, enabling my agents to respond faster.
What do you dislike about the product?
Everything
What problems is the product solving and how is that benefiting you?
I find the product speeds up case resolution and enhances customer relationships, benefiting my daily work.
Great Customization Options for Our Business Needs
What do you like best about the product?
Customization for our business case lets us use what we need
What do you dislike about the product?
Setup and distribution is not time consuming than I would prefer with already using sales cloud
What problems is the product solving and how is that benefiting you?
Task management for complaint tasks
Challenging Setup, But Effective for Customer Retention
What do you like best about the product?
I appreciate the voice aspects of Salesforce Service Cloud, which I find very useful. The ability to have assistance and agents effectively working within the system enhances our customer service capabilities. Its contribution to solving customer service challenges and enhancing client retention significantly benefits our operations.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be challenging. Since it was a new product to us, we didn't understand it well initially. We had to work closely with consultants to figure things out and get the software set up properly, particularly integrating it with the existing Salesforce implementation we already had. This process was not straightforward and required a fair bit of effort and external assistance.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to solve customer service issues and increase client retention, benefiting me by effectively managing customer interactions.
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