Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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External reviews are not included in the AWS star rating for the product.
Great for Case Management, But Lacks Customization
What do you like best about the product?
Very good case management tool that everyone can use
What do you dislike about the product?
Not very customizable. Need a lot of development work.
What problems is the product solving and how is that benefiting you?
One view for managing cases. Escalation is good
Amazing Product That Simplifies Business, With Room for Local Apex Compiling
What do you like best about the product?
It is an amazing product that make business Easy to be build abs lunch, reducing time on repetitive things, and make the time to be spent on what matters.
What do you dislike about the product?
Nothing, as a Dev my self, some level of local apex compiling would be great.
What problems is the product solving and how is that benefiting you?
Infrastructure, time and instabilities.
Reliable Case Management, but Setup Can Be Complicated
What do you like best about the product?
It’s incredibly reliable for managing customer cases at scale. Integration with other Salesforce products makes it easy to get a full view of the customer
What do you dislike about the product?
The setup and configuration can get complicated, especially when customizing workflows
What problems is the product solving and how is that benefiting you?
It helps centralize all customer support interactions in one place. Our team can track, prioritize, and resolve cases faster
Seamless Integration with Sales Cloud for Unified Business Control
What do you like best about the product?
Integrated capabilities with Sales cloud gives an enterprise complete and unified control over it's business operations.
What do you dislike about the product?
None at this moment
Not applicable. None
Not applicable. None
What problems is the product solving and how is that benefiting you?
Business service operations across multiple channels leveraging the power of AI
Excellent Platform with Outstanding Field Service Features
What do you like best about the product?
This is an excellent platform that meets a wide range of service needs. The field service feature, in particular, is a real advantage.
What do you dislike about the product?
So far, I have no complaints. The cloud releases are impressively fast and feel like live footage.
What problems is the product solving and how is that benefiting you?
This product is useful for managing field service operations and handling feedback efficiently.
Consistent Service and 360° Customer View with Seamless Data Sharing
What do you like best about the product?
It’s systematic for our service entities to work on a consistent and effective way.
It shares common customer contact data with other clouds like sales clouds which potentially allows us to have 360 view of customers
It shares common customer contact data with other clouds like sales clouds which potentially allows us to have 360 view of customers
What do you dislike about the product?
It can be further in sync with other master data systems like S4
What problems is the product solving and how is that benefiting you?
Allow us to respond to customer request & issues
Highly Customizable but Costly and Complex to Learn
What do you like best about the product?
highly customizable, allowing my organization to tailor the platform to business needs and workflows
What do you dislike about the product?
Cost to implement and not an easy learning curve
What problems is the product solving and how is that benefiting you?
To determine the initial support level of a text support help desk ticket
Great CRM and Slack Integration, Need more experience
What do you like best about the product?
The integration with our existing CRM and slack.
What do you dislike about the product?
We aren't utilizing it as much as we could be.
What problems is the product solving and how is that benefiting you?
Visibility to our cases and data
My Experience with Salesforce Service Cloud: Strengths and Challenges
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to provide a truly unified and personalized customer experience. It centralizes all customer interactions and data, giving service agents a 360-degree view of the customer. This enables them to quickly understand customer history, preferences, and issues, leading to faster, more effective, and personalized resolutions. The automation features and knowledge base also significantly boost agent productivity, ensuring consistent service quality across all channels.
What do you dislike about the product?
What I find challenging with Salesforce Service Cloud is the effort required for ongoing maintenance and highly customized implementations. While customization is a strength, ensuring that complex configurations remain efficient and scalable requires dedicated administrative resources and expertise. Without proper governance, customizations can sometimes lead to technical debt or slower performance. Additionally, keeping up with frequent updates and adapting existing custom solutions can be a continuous task.
What problems is the product solving and how is that benefiting you?
The solution facilitated the development of a complete customer service operation for a major corporate group, consolidating and standardizing its service channels and processes. Consequently, it enhanced customer satisfaction and elevated the company's NPS.
Excellent for Customer Service
What do you like best about the product?
I think it is Great for customer service.
What do you dislike about the product?
Dreamforce has shown that there isn’t a downside
What problems is the product solving and how is that benefiting you?
It’s a great tool for my team
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