Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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External reviews are not included in the AWS star rating for the product.
Great Case Management, But Reporting Needs Improvement
What do you like best about the product?
Case management and omni channel routing
What do you dislike about the product?
Reporting limitations- standard reporting is good but less flexible
What problems is the product solving and how is that benefiting you?
Managing cases and routing through omni channel
Great OOB Functions for Agents, but Permissions Model Is Too Complex
What do you like best about the product?
The oob functions for service agents to ease the configuration.
What do you dislike about the product?
The complexity of the permissions model and all of the layers
What problems is the product solving and how is that benefiting you?
Unifying all the call center tools onto one platform
Integrating the telephony for seamless guest interaction entry point.
Integrating the telephony for seamless guest interaction entry point.
Reliable Tool with Cost Considerations
What do you like best about the product?
I find Salesforce Service Cloud invaluable for supporting customers, especially in resolving issues efficiently. It enhances our service quality and makes our customers feel appreciated and supported, which gives us a competitive advantage. The setup was smooth due to our prior use of Sales Cloud, and live chat and article features are particularly beneficial.
What do you dislike about the product?
I have concerns about the cost of Salesforce Service Cloud, which may not be affordable for some organizations.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to support customers by resolving order accuracy issues, enhancing live chat support and making interactions feel seamless and efficient.
Great Knowledge Management, No Complaints
What do you like best about the product?
Knowlege Mgmt and the new agent for services
What do you dislike about the product?
easier licensing model would help us admins to better address user concerns
What problems is the product solving and how is that benefiting you?
knowledge mgmt is now streamlined into one place
Great Unified Support, but High Costs for Smaller Teams
What do you like best about the product?
What I like most about Salesforce Service Cloud is that it unifies customer information and inquiries from all channels like phone, email, and chat. This allows agents to instantly understand the customer's situation and provide consistent, high-quality support quickly.
What do you dislike about the product?
The licensing fees are quite expensive, and the total cost of ownership often increases further due to expenses related to the initial setup, customization to fit particular business workflows, and the addition of extra features. For small and mid-sized companies or smaller teams, these costs can become a significant financial burden.
What problems is the product solving and how is that benefiting you?
The main issue lies in inefficiency and reduced productivity caused by manual processes. Agents often waste valuable time directing inquiries to the appropriate person and replying to each straightforward request one by one.
The advantage is that it enhances team productivity. Automating the routing of inquiries and streamlining workflows, along with utilizing a shared knowledge base, enables agents to focus on more complex and valuable issues. As a result, each agent can manage a greater number of cases, which raises the team's overall performance.
The advantage is that it enhances team productivity. Automating the routing of inquiries and streamlining workflows, along with utilizing a shared knowledge base, enables agents to focus on more complex and valuable issues. As a result, each agent can manage a greater number of cases, which raises the team's overall performance.
Comprehensive Platform for Managing Customer Service
What do you like best about the product?
How it brings everything together in one place - cases, customer details, and communication channels. It makes it easier to track interactions, automate repetitive tasks, and manage service workflows efficiently.
What do you dislike about the product?
It can feel overly complex to manage. Configuration changes often have dependencies across multiple objects, flows, and permission sets, which makes impact analysis and troubleshooting challenging.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions and case data in one system, allowing officers to handle inquiries from multiple channels efficiently. It also automates repetitive tasks through flows, improving turnaround time and consistency.
Efficient and Fast, but Pricey
What do you like best about the product?
Fast and speedy which make it super efficient.
What do you dislike about the product?
It is costly and price can be made more attractive.
What problems is the product solving and how is that benefiting you?
Customer feedback. Access to all the essential info for attending to customers.
Powerful Customization and AI, but Expensive and Complex to Master
What do you like best about the product?
This platform is powerful and offers a high level of customization for customer service management. I appreciate its case management automation features, as well as the robust AI integration it provides.
What do you dislike about the product?
The product is quite expensive and comes with a steep learning curve because of its complexity. In many cases, you may need an experienced administrator or consultant to achieve full optimization.
What problems is the product solving and how is that benefiting you?
One of the major advantages of this tool is its built-in AI features and automation for managing customer service. Routine tasks can be handled automatically, which is a significant benefit.
Efficient Case Management, but Expensive Licensing for Extras
What do you like best about the product?
Streamlined case creation, routing, and resolution processes
What do you dislike about the product?
High licensing costs, especially for additional features
What problems is the product solving and how is that benefiting you?
Customer data fragmentation is a significant challenge, as customer information is often scattered across multiple systems. By implementing a unified customer 360-degree view, agents gain access to a complete customer history, which helps reduce call resolution time. Inefficient case routing is another issue, with cases being manually assigned or poorly distributed. Automated case routing and skill-based assignment address this, resulting in faster response times and better first-call resolution rates. Knowledge management can also be problematic, as agents may struggle to quickly find accurate information. An integrated knowledge base with AI-powered suggestions helps reduce average handle time and improves the accuracy of answers provided. Channel silos, where customer interactions are disconnected across phone, email, chat, and social channels, can hinder the customer experience. An omnichannel platform with unified queues creates a seamless experience for customers and boosts agent productivity. Finally, manual processes and workflows can be time-consuming. By introducing automation rules, macros, and Einstein AI, agents are able to focus on more complex issues instead of repetitive tasks.
Effortless Setup, Powerful Case Management
What do you like best about the product?
I find the email to case functionality in Salesforce Service Cloud to be one of the best features. It allows seamless communication with clients while internally keeping track of time spent on tasks and providing historical context for past cases. The ease of use combined with customization options allows for flexibility and scalability, making it a reliable choice for case management. I appreciate its powerful out-of-the-box functionality, which made the initial setup straightforward.
What do you dislike about the product?
I find extending the email case functionality challenging, particularly in getting it set up to work properly with features like lightning threading tokens.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management, using features like email to case to streamline communication with clients and track case history, enhancing efficiency and client service.
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