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.
Powerful AI Automation, but Steep Learning Curve
What do you like best about the product?
Ai powered automation and case management
What do you dislike about the product?
The Learning curve is too steep and complex
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us address our slow case resolution times by bringing all interactions together in a single, centralized location. This consolidation makes it easier to manage and resolve cases efficiently.
Easy to Configure, but Needs More Insurance-Specific Features
What do you like best about the product?
It's really easy to configure and a lot of the standard objects cover most of our needs or need very little alteration.
What do you dislike about the product?
It would be good to see more Fire and General Insurance specific options including associated work like fraud investigations - public sector have some very relevant functionality outside of our stack
What problems is the product solving and how is that benefiting you?
Automation of key processes, additional data capture for insights and customer portals
IPR Cust Serv
What do you like best about the product?
Growth,integration, facts and data analysis
What do you dislike about the product?
Unless integrated, it’s very manual and subject to human error
What problems is the product solving and how is that benefiting you?
Email to Case Premium for Customer Service. Converting email requests into a case. Actual view of customer issues, time it takes to respond from open to close, track the type of request and identify opportunity gaps
Service cloud review
What do you like best about the product?
Case management; service agent, service console as unified view in sub tabs
What do you dislike about the product?
In a large orgs like ours with heavy case volumes users report performance issues
What problems is the product solving and how is that benefiting you?
Cases management
Great Knowledge Function, No Complaints
What do you like best about the product?
The knowledge function can be used in conjunction with other functions, so internal know-how can continue to be used.
What do you dislike about the product?
Knowledge objects are different from other objects and are difficult to handle. Data migration is difficult.
What problems is the product solving and how is that benefiting you?
Resolving questions received at the call center, sharing internal knowledge, etc.
Great Omnichannel Functionalities
What do you like best about the product?
Omnichannel functionalities and cti integratiom
What do you dislike about the product?
The need to define agent skills and routing configuration is tricky
What problems is the product solving and how is that benefiting you?
Facilitate agent work by including all information in one console
Great Omnichannel Features, But Disappointing Pricing Model
What do you like best about the product?
Omnichannel is really useful in my context and scope
What do you dislike about the product?
The pricing model does not fit the expectations
What problems is the product solving and how is that benefiting you?
It offers users a fast way to get in touch.
Omni-Channel Shines in Service Cloud, but Pricing Is Complicated
What do you like best about the product?
One of the most valuable features in Service Cloud is Omni-Channel. I find it to be the most useful aspect of the platform.
What do you dislike about the product?
I find the pricing model to be somewhat complicated.
What problems is the product solving and how is that benefiting you?
I appreciate how quickly I can access my contacts, which really helps me stay agile and efficient in my work.
Highly recommended as platform
What do you like best about the product?
It’s easy to use and it’s everything in one tool
What do you dislike about the product?
Nothing really to say about service cloud
What problems is the product solving and how is that benefiting you?
Unified platform
Easy to Use for Service Team, but Requires Both Sales and Service Cloud
What do you like best about the product?
The ease of use for my service team and being able to get metrics on how quickly they solve customer concerns.
What do you dislike about the product?
I wish I didn’t have to use both Sales and Service cloud.
What problems is the product solving and how is that benefiting you?
It helps our service team members quickly resolve customer concerns, having all their data at their fingertips
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