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 Support for Our CS Team
What do you like best about the product?
How its helping our CS and leveraging their support
What do you dislike about the product?
I think its a bit conplex to use for out afents
What problems is the product solving and how is that benefiting you?
Automation
Convenient All-in-One System, but Could Be Faster with More Dashboard Templates
What do you like best about the product?
It's convenient to have everything integrated into a single system.
What do you dislike about the product?
At times, the system can be a little slow. I also wish there were more dashboard templates available.
What problems is the product solving and how is that benefiting you?
Automating customer service can greatly improve efficiency and response times. By streamlining routine tasks, it allows for quicker resolutions and frees up staff to focus on more complex issues. This approach can enhance the overall customer experience.
Great QA Tools, but Feels Too À La Carte
What do you like best about the product?
Ease of use and built in features to help with my quality assurance
What do you dislike about the product?
it feels à la cart with features would be nice for all quality assurance/performance tools to be in one package
What problems is the product solving and how is that benefiting you?
I am not on the business side but on the IT
Easy Client Access and Fast Ticket Submission, but Some Drawbacks
What do you like best about the product?
Easy access for clients, quick ticket submission and triaging
What do you dislike about the product?
I would say sometimes the service cloud could route a ticket incorrectly if the client did not select the correct form answer.
What problems is the product solving and how is that benefiting you?
Service Cloud is taking issues and creating help desk tickets, so we don’t have to manually create tickets or rely on email submissions.
Great Case Management, but Omni Studio Configuration Is Problematic
What do you like best about the product?
Case management wich help with a lot of processes
What do you dislike about the product?
Omni studio throws a lot of problems in config
What problems is the product solving and how is that benefiting you?
Communication with customers
Customizable Features, Minor Complexity Hurdles
What do you like best about the product?
I appreciate Salesforce Service Cloud for allowing our multiple teams to work seamlessly on the same platform while sharing the same information. The tool is indispensable for efficiently managing consumer contacts and sales operations in one place, enhancing our team's productivity. The robust suite of features and the customizability through managed packages ensures that it's perfectly tailored to our needs.
What do you dislike about the product?
I dislike the complexity of the permissioning and access policies in Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud helps manage consumer contacts and sales efficiently in one place, aligning our teams with shared information.
Great Features and Functionality, Very Satisfied
What do you like best about the product?
It’s features and functionality all
Looks good
Looks good
What do you dislike about the product?
nothing all looks good for me I am
Happy to use it
Happy to use it
What problems is the product solving and how is that benefiting you?
To get leads and their reviews
Great Integration and Customization, with excellent third party support
What do you like best about the product?
Integration with the wider CRM, wide suite of third party apps, customization
What do you dislike about the product?
Some of the out of the box metrics and tracking could be improved
What problems is the product solving and how is that benefiting you?
Account management queries and technical support
Email to Case Simplifies Work, No Complaints with Agent Force
What do you like best about the product?
Email to case functionality makes our teams’ tasks so simple and we are able to serve our customers in timely fashion.
What do you dislike about the product?
With agent force, no compaints at all as we are able to support our cross functional teams with different case queue
What problems is the product solving and how is that benefiting you?
We have different varieties of customers and with service cloud email to case settings, we are able to serve them on time.
Efficient Ticket Management, Challenging Setup
What do you like best about the product?
I love using Salesforce Service Cloud to efficiently manage and accelerate problem-solving through seamless collaboration with my team. The omnichannel capabilities, including integration with WhatsApp, my website, and email, greatly enhance our operational efficiency. Additionally, the SLA focus and tracking are crucial for maintaining compliance, making it an indispensable part of my workflow.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be quite difficult and time-consuming. At the time, we didn't have much experience, which made the process challenging, and it took us around five months to implement it fully.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us handle a high volume of tickets efficiently, allowing faster resolution of simpler tickets and enabling us to address 100% of incoming tickets, thus enhancing our support service.
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