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 Channel Variety, but Messaging Session Is Overly Complex
What do you like best about the product?
The wide range of channels available makes it fantastic for setting up support across all of them.
What do you dislike about the product?
It seems too complex, especially the messaging session
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues for our client
Intuitive Platform, but Cloud Limitations for Some Use Cases
What do you like best about the product?
The platform is highly intuitive, making it easy for Service users to carry out their responsibilities.
What do you dislike about the product?
There are occasions when the cloud does not fully address our company's requirements.
What problems is the product solving and how is that benefiting you?
The case management feature is useful and helps keep everything organized. It makes handling cases more efficient and straightforward.
Boosted Efficiency and Productivity with Real-Time Insights
What do you like best about the product?
Increased efficiency and productivity through process automation and realtime insights
What do you dislike about the product?
Cost, learning curve and complex for small and simple use cases
What problems is the product solving and how is that benefiting you?
Resolves common sales challenges by centralizing information and automating tasks
Service Cloud: Excellent Tool for Contact Centre Responses
What do you like best about the product?
service cloud helps with contact centre responses
What do you dislike about the product?
nothing - it’s a great tool to have for the org
What problems is the product solving and how is that benefiting you?
it helps resolve friction between customer and the org
Streamlined Service Operations, but Extra Features Cost More
What do you like best about the product?
It made it possible to streamline the entire service sector of the business.
What do you dislike about the product?
Nothing as of now but many features are enabled with additional licenses and cost.
What problems is the product solving and how is that benefiting you?
It is helping route the cases efficiently to the right skilled agent and enabling agentforce is helping reduce the workload of the service agents
Promising Solution for Service Teams, but Cost Is a Concern
What do you like best about the product?
It seems to me to have the potential to solve various issues for our service team. Eliminating hello tickets could be so time saving.
What do you dislike about the product?
Cost could be a big problem for our team
What problems is the product solving and how is that benefiting you?
Getting rid of help tickets
Efficient and User-Friendly, but Adoption May Be a Challenge
What do you like best about the product?
Easy to use and and efficient for business users
What do you dislike about the product?
At the moment, I don't see any real downsides except for the issue of adoption.
What problems is the product solving and how is that benefiting you?
Lack of visibility
Great Integration and AI Tools, but Needs Better Workforce Management Features
What do you like best about the product?
Interconnectivity between other SFDC products. Need to end visibility of data to help improve the customer experience. Ability to leverage existing AI tools to make the employee experience raiser. As well as access to a wide array of third party applications which can compliment your individual need.
What do you dislike about the product?
I have not found many options to leverage workforce management tools to boost productivity and provide insight into agent utilisation. Additionally, I would like to be able to measure response rates for all email interactions, not just first response and full case cycle time.
What problems is the product solving and how is that benefiting you?
Visibility into customer communications and our ability to service customers more seamlessly. We leverage customer touch points and voice of customer pillars to then drive improvements and prioritise projects which matter most to the customer.
Efficient Centralization with Salesforce Service Cloud
What do you like best about the product?
I appreciate the centralization of information in a single system, which greatly facilitates customer service by having the entire case history in one place. The simplicity of Salesforce is fundamental, making it easy to use, and Trailerhead is a valuable resource. The migration was smooth and had no complications for my team. I like the integration with other clouds such as Financial Service Cloud, Marketing Cloud, and Tableau, which enhances digital engagement. I believe these features increase my efficiency in customer service.
What do you dislike about the product?
I think the price could be a little lower to make the tool viable for smaller businesses and companies. Currently, it is not possible for smaller companies to scale with the current cost.
What problems is the product solving and how is that benefiting you?
I centralize information in a single system, facilitating customer service by quickly accessing the complete history of occurrences.
Great Platform Integration, but Data Duplication Issues
What do you like best about the product?
I appreciate the integration available across different platforms, as well as the potential for omnichannel support.
What do you dislike about the product?
The data is clean, but there are still duplicated entries, which makes it difficult to identify and correct them.
What problems is the product solving and how is that benefiting you?
The unified dashboard brings all customer information together in one place, making it easy to follow up and provide service.
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