Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Powerful Case Management with Robust Features, but Setup Can Be Challenging
What do you like best about the product?
The service offers an out-of-the-box data model featuring objects like case. Its case management capabilities also include options for automation and integration.
What do you dislike about the product?
Getting the system configured so that an organization can take advantage of most of its features does require some effort.
What problems is the product solving and how is that benefiting you?
Customer service, complaints, and customer SLAs are all addressed. If implemented correctly, this enables the organization to provide a positive customer service experience.
Great Routing Flexibility, But Needs Better Audit Trail
What do you like best about the product?
Flexibility of using flow to route cases to proper agent or team
What do you dislike about the product?
Lack of audit trail for why a case was routed to a certain agent and the decisions made along the way
What problems is the product solving and how is that benefiting you?
Service Cloud is our primary platform for resolving our customer cases and enabling knowledge search
Streamlined Automation, Challenging Setup
What do you like best about the product?
I appreciate the automation capabilities of Salesforce Service Cloud, which help in automating transactions and significantly save time, making it easier to use. The case tracking feature also stands out as highly useful in managing tasks efficiently. Additionally, its ease of integration with other software like Bumi and Gensai simplifies operations.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be challenging, especially regarding data migration.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate transactions, making processes easy and time-efficient, and for pipeline and case tracking.
Reliable cloud features are an attractive choice.
What do you like best about the product?
I use Salesforce Service Cloud because I like its cloud features. I also appreciate the high level of trust in the Salesforce company. The automation features are particularly useful and greatly assist in performing tasks.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
It helps save time and work efficiently by automating data searches and data processing during work.
Streamlined Case Management & CRM Excellence
What do you like best about the product?
I find the basic CRM capabilities of Salesforce Service Cloud to be industry standard, making it easy for organizations to manage their service teams. The automation features speed up case resolution for our service agents, and the organized customer interaction through case management is highly beneficial. Moreover, the ease of setup without any difficulty was a significant plus. The case management allows efficient distribution of cases among teams without custom objects and supports multiple teams due to diverse record types. Opportunity management facilitates collaboration among sales and presales teams to resolve field cases efficiently.
What do you dislike about the product?
I think we need more reporting capabilities on the case history and more field tracking on various objects. This enhancement would help improve the reporting of service cloud data for sales reps and service agents.
What problems is the product solving and how is that benefiting you?
I find the product accelerates case resolution for service agents through automation and organized customer interactions, improving case management and opportunity management by integrating teams on a unified platform.
Empowers Customer Experience, Setup Needs Streamlining
What do you like best about the product?
I really appreciate Salesforce Service Cloud for addressing significant challenges in customer experience, measurability, observability, and overall improvement. The solutions cater to putting the customer at the core of operations. Its features, such as agent response and Service Cloud Voice, are set to revolutionize customer interactions, significantly enhancing efficiency and customer experience with its robust AI capabilities, allowing human agents to focus on more complex interactions.
What do you dislike about the product?
I find the setup process of Salesforce Service Cloud complicated and lengthy. It's taking around six months for us to implement, which I think could be expedited. Simplifying the setup would significantly improve my experience.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to enhance customer experience, improving measurability and observability. It puts the customer at the heart of everything we do, especially through its case management solution, and revolutionizes our business-to-customer interactions.
Challenging Setup, But Delivers Comprehensive CRM Integration
What do you like best about the product?
I appreciate the comprehensive customer 360 feature that brings all channels and product lines together, offering cohesive insights and transactional support for our end users. I find the knowledge platform, case management, and 360 components of CRM incredibly valuable. MuleSoft integration helps bridge our microservices with legacy systems efficiently.
What do you dislike about the product?
The setup process for Salesforce Service Cloud was not seamless, and I encountered issues getting started. Although Salesforce professional services were engaged, we still faced significant architectural challenges within our company. Additionally, I believe there needs to be an optimization in the Service Cloud platform so it can better operate without having all data resident on the platform.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud creates a cohesive 360-degree customer view across channels and product lines, enabling better transactional support for end users.
Effortlessly Manages Cases, Expands Customer Support
What do you like best about the product?
I appreciate Salesforce Service Cloud's FedRAMP compliance and robust capabilities, which were crucial for our public sector needs. The easy access permissions, reporting, and insights are primary features I value. The tool's seamless integration with systems like Amazon Connect enhances communication capabilities, providing great convenience and expansion potential.
What do you dislike about the product?
I find the current lack of comprehensive mobile app integration somewhat limiting. While the browser-based capabilities are robust, expanding more functionalities into the mobile app would significantly enhance usability and accessibility, allowing for a more seamless experience. This improvement would enable on-the-go access and functionality that currently feels restrictive if constrained to just the browser environment.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud enhances customer understanding and support scalability, starting from effective case management. It boosts omnichannel support, improves agent efficiency, and integrates well with systems like Amazon Connect.
Effortless Automation and Seamless Integration with Salesforce Service Cloud
What do you like best about the product?
I really appreciate how intuitive Salesforce Service Cloud is, especially since I was already using Salesforce Sales Cloud. The setup was straightforward due to predetermined flows that activate key features, making it very simple. I value the omnichannel rerouting, automation of case creation, and email-to-case functionalities, which perfectly tie cases to accounts. The chat services are impressive as they allow direct linking of chat to cases, and I really like the agent features.
What do you dislike about the product?
Nothing in particular
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate case creation linked to client data, bridging previous gaps in my process and enhancing operational efficiency.
Real-Time Insights Elevate Our Workflow
What do you like best about the product?
I appreciate the availability of real-time data analytics, which is incredibly useful for keeping our team constantly informed wherever they are. The ability to access dashboards and reports on the go via mobile is invaluable, especially during meetings, trade shows, and client visits. Additionally, the integration with other platforms like Slack and Tableau enhances our workflow. The return on investment has exceeded our expectations, advancing our data tracking capabilities significantly.
What do you dislike about the product?
I find the user interface could be improved, especially in terms of administration. This is the only complaint I have about the software.
What problems is the product solving and how is that benefiting you?
I find the product provides real-time data access, enabling my team to stay informed and ready for meetings, boosting our efficiency. The dashboards and reporting have significantly improved our tracking abilities and return on investment.
showing 121 - 130