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.
Excited to use
What do you like best about the product?
Allows service team to function on their and allowing them to communicate to our outside customers with ease.
What do you dislike about the product?
Service Cloud is great. Nothing i know of yet that I don't like, except cases being a paid.
What problems is the product solving and how is that benefiting you?
Gives more flexibility to our support team to work with our customers
Case management
What do you like best about the product?
I Like case management and Omni channel.
What do you dislike about the product?
No downside to using. Haven't run into any issues.
What problems is the product solving and how is that benefiting you?
It helps manage customer calls and issues.
Easier than you think
What do you like best about the product?
It's so much easier than you think to pull your data together to get a clean profile of your customers and how to best interact with them.
What do you dislike about the product?
How long it took me to get others to start using it effectively.
What problems is the product solving and how is that benefiting you?
We were able to automate orders that were taking over five minutes on a call and provide simpler self service
Case management review
What do you like best about the product?
Automation for admin using dynamic forms, flows, support process and many more
What do you dislike about the product?
Solution object that is still in Salesforce classic
What problems is the product solving and how is that benefiting you?
Automation of case management from assignment to solution
Empower your agents to wow your customers
What do you like best about the product?
Connects the customer journey and brings value to customers and employees
What do you dislike about the product?
High customization to really match your business model
What problems is the product solving and how is that benefiting you?
Resolving customers enquiries, it benefits the business gicing speed
Service Cloud is a great solution that aligns to our strategy.
What do you like best about the product?
Chatbot
Einstein next best action
Macros
Einstein next best action
Macros
What do you dislike about the product?
User Permissions, in our legacy application we were able to assign permissions set to a role and business function. We can't do it as in legacy.
What problems is the product solving and how is that benefiting you?
Customer satisfaction. We center all our activities to the customers needs, and SC is a key tool to gather the key information about our customers
Service Cloud is a great product!
What do you like best about the product?
I love the email to case and Agentforce automations!
What do you dislike about the product?
More robust working queues and notifications
What problems is the product solving and how is that benefiting you?
We had a homegrown system prior to Salesforce Service Cloud and the easy process flows, automations and low code development are all ways we are saving time for our users.
Case Deflection
What do you like best about the product?
We used to increase response times to customers and help with case deflection. Customer satisfaction surveys have indicated an increase of 50 percent
What do you dislike about the product?
Sometimes features are slow to roll out and I wish more ideas were implemented.
What problems is the product solving and how is that benefiting you?
Having a centralized area for company knowledge
A great solution for casemanagement
What do you like best about the product?
Intuitive for users in tracking complaint cases through the entire lifecycle
What do you dislike about the product?
Issues with integrating with outside systems for storing complaint data
What problems is the product solving and how is that benefiting you?
Automation of the complaint ingestion process has reduced manual insight into the process
Improves customer service experience for users and customers alike
What do you like best about the product?
Service cloud's native features offer robust customer service options, including support for SLAs and multichannel support offerings. Coupled with additional third party solutions, case creation by customers is simple and seamless, improving self-service options. Recent AI advances also open up many more options to improve customer service for those ready to take advantage of the new technology.
What do you dislike about the product?
The calendaring options aren't as robust as I'd like and tasks/activities aren't as flexible as they could be, although I appreciate the option to create multiple tasks by assigning them to multiple people now. Also, consumption based pricing for Agentforce makes it cost prohibitive for smaller companies to leverage new functionality.
What problems is the product solving and how is that benefiting you?
Service cloud allows customers to centralize their support activities, allowing for faster resolution and collaboration across teams, reducing the time to resolution significantly.
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