Agentforce Service
Salesforce, Inc.External reviews
6,961 reviews
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External reviews are not included in the AWS star rating for the product.
Great Omni-Channel Support, But Deployment Milestones Need Improvement
What do you like best about the product?
Omni channel, multi channel, Chat and WhatsApp integration
What do you dislike about the product?
Deploy milestones to production and countdown
What problems is the product solving and how is that benefiting you?
centralized service with multiple channels, voice integration and automatic case opening
Great Case Management Tools, but Knowledge Needs Improvement
What do you like best about the product?
Cases workflow and web to case are out of the box tools super usefull for customer service
What do you dislike about the product?
Knowledge should be more intuitive and better organized.
What problems is the product solving and how is that benefiting you?
Technical debt
Great Omni Channel Routing Feature
What do you like best about the product?
Omni Channel Routings and Comfigurations
What do you dislike about the product?
Should have more feasibility in expanding and configuring omni supervisor
What problems is the product solving and how is that benefiting you?
Skill based routing fir efficient case handling
User-Friendly with Robust Capabilities
What do you like best about the product?
I appreciate how easy the setup process was, thanks to the experienced admin. The Experience Cloud support significantly benefits our organization, and I find the Omni-Channel Routing feature incredibly useful. The agentic capabilities and service intelligence dashboard are particularly valuable and stand out as key features.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud benefits my team with easy setup and omni-channel routing, enhancing workflows. The Experience Cloud support is significant, and the agentic capabilities and service intelligence dashboard add value for possible repurchase.
Great Case Management, But Knowledge Customization Lacking
What do you like best about the product?
Case Management and Omni Channel are great. Also, routing configurations and topics for service agents
What do you dislike about the product?
Knowledge has a very poor level of OOTB customization
What problems is the product solving and how is that benefiting you?
Case Management and Live Agent connections with customers
Excellent Solution with No Drawbacks
What do you like best about the product?
Very good solution because do more then expected
What do you dislike about the product?
Nothing because this solution have more than expected
What problems is the product solving and how is that benefiting you?
Everything
Effortless Case Management with Robust Integration
What do you like best about the product?
I appreciate the easy implementation of Salesforce Service Cloud, which made setup hassle-free. I love how all case-related data is centralized, simplifying management for different departments. The integrated workflow, with features like case creation, queue management, and follow-ups, really streamlines our processes. The modern platform, with AI integration and regular updates, keeps everything efficient and up-to-date.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud centralizes data, making it easier to manage cases and improve coordination across departments. It simplifies data management and ensures efficient distribution of information for strategic decision-making.
Great for Supporting Students and Professors, but Survey Automation Needs Improvement
What do you like best about the product?
Help us to support our students and professors
What do you dislike about the product?
Automatic survey hard to implement and hard
What problems is the product solving and how is that benefiting you?
Improve ou nps
Great for Hour Control and Milestones, but Email Integration Needs Improvement
What do you like best about the product?
I appreciate how it manages cases involving hour control and the way it handles milestones to keep everything organized and under control.
What do you dislike about the product?
At times, working with email to case can be challenging due to the policies that govern sending and receiving messages in the appropriate mailbox.
What problems is the product solving and how is that benefiting you?
It does a great job managing calls and cases for each of our clients.
Great Security, But Needs Better Accessibility
What do you like best about the product?
I love that my data is secure and I don’t have to worry about any breaches.
What do you dislike about the product?
I would love for it to be more accessible
What problems is the product solving and how is that benefiting you?
It’s making it easier for me to learn about my business data without surfing through the thousands and millions of raw data
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