Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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External reviews are not included in the AWS star rating for the product.
Great Features, But Difficult to Navigate
What do you like best about the product?
I like the features from the reports and contact record
What do you dislike about the product?
It’s hard to navigate all of the information architecture
What problems is the product solving and how is that benefiting you?
It’s solving our case management solutions
Great FSC Data Model, But Missing Some Bank Features
What do you like best about the product?
FSC data model is great and integrated on Experience Cloud where we're hosting our Online Banking
What do you dislike about the product?
Not all bank features are available in FSC
What problems is the product solving and how is that benefiting you?
Teller services, branch banking, live agent chat, online banking
Easy Customer Support Makes Users Happy
What do you like best about the product?
The Easy way how the user can support our customers
What do you dislike about the product?
All is fine , our users are happy about service cloude
What problems is the product solving and how is that benefiting you?
All email from our B2B and back customers are manage in service cloude also live chat
Great for Case Tracking, Needs Better Product Consumption Features
What do you like best about the product?
The ability to track cases so our customers are quickly contacted when they have an issue.
What do you dislike about the product?
The inability to track products consumed during a case. We created a custom field tk add a quote.
What problems is the product solving and how is that benefiting you?
We use cases to track customer case stage. We created automated email flows to send to customers upon creation of a case and closure of a case.
Great for Service Changes and Case Management, No Major Downsides
What do you like best about the product?
Very helpful with implementing service changes and delivery. Support our case management
What do you dislike about the product?
No downsides off the top of my head other than just continuing to refine
What problems is the product solving and how is that benefiting you?
Workflow enhancing
User-Friendly Interface and Great Features
What do you like best about the product?
The user interface is easy to use, and the product offers good features and functionality.
What do you dislike about the product?
There is a need for improved integration with third-party tools.
What problems is the product solving and how is that benefiting you?
Handling service tickets and overseeing customer service operations.
Great for Customer Interaction, but Pricey and Hard to Learn
What do you like best about the product?
Allow better customer interaction, faster turn around
What do you dislike about the product?
High cost and steep learning curve. Can be too expensive
What problems is the product solving and how is that benefiting you?
Quick turn around
A Strong Platform That Requires Expertise
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to centralise all customer interactions — cases, emails, chats, and calls — in one place, giving teams full visibility and control.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is its complex setup, high cost, and sometimes slow performance when heavily customised.
What problems is the product solving and how is that benefiting you?
The customer service experience stood out to me. I found it to be a notable aspect of my interaction.
Streamlined Setup and Enhanced Call Center Efficiency
What do you like best about the product?
I appreciate the fast setup options available with Salesforce Service Cloud, making the initial transition smoother. I am also enjoying the platform, particularly exploring the AgentForce feature, which seems like a significant enhancement to our operations. Additionally, I anticipate it will help reduce average handle time in our call center, improving efficiency.
What do you dislike about the product?
The setup process required change management due to its differences from our old system. This indicates a learning curve and necessary adjustments when switching. Additionally, while integrating with Guidewire is desired, it poses challenges—not due to Salesforce Service Cloud, but because of Guidewire's complexity.
What problems is the product solving and how is that benefiting you?
I find the product reduces average handle time in our call center, improving efficiency.
Great for Case Tracking, but Needs Billing Integration
What do you like best about the product?
It is very helpful with case tracking and ensuring customer success
What do you dislike about the product?
wish that we could do billing from cases
What problems is the product solving and how is that benefiting you?
Helping us better service our customers
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