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.
Streamlined Case Management with Seamless Integration
What do you like best about the product?
I appreciate Salesforce Service Cloud's ability to handle cases and calls, allowing visibility across user interactions. The command center's look and feel is incredibly important, as it centralizes information from other ticketing systems. I find the unification and AI capabilities embedded in the platform critical for its usefulness.
What do you dislike about the product?
The IT service management feature in Salesforce Service Cloud seems to be newly introduced, and I'm not entirely convinced of its quality yet. I'd like to see it become more mature and robust to ensure it is top-notch and unparalleled compared to competitors.
What problems is the product solving and how is that benefiting you?
I use the product for case deflection and seamless user interaction tracking, reducing message repetition and boosting efficiency in resolving complex cases.
Great Omni-Channel Routing, but Email Case Size Limits Are Frustrating
What do you like best about the product?
Omni channel case routing is my favorite feature
What do you dislike about the product?
Limitations in email to case size limits
What problems is the product solving and how is that benefiting you?
All service realed things
Great Automation, but Salesforce Pricing Keeps Rising
What do you like best about the product?
Automate and flexible and easy to plug on
What do you dislike about the product?
about the price of saleforce that increases everyone
What problems is the product solving and how is that benefiting you?
Can handle customer with single step
Great Case Logic and Interface, but Queue Management Needs Improvement
What do you like best about the product?
Logical processing of cases, easy interface
What do you dislike about the product?
Managing queues should be something super users can do (not dependent on an admin).
What problems is the product solving and how is that benefiting you?
Business user questions, training, bugs.
Easy Setup and Support, but Complexity Can Be a Challenge
What do you like best about the product?
Easy to configure, support processes. Salesforce is great innovative company
What do you dislike about the product?
Can become too complex, difficult to change if it has become complex
What problems is the product solving and how is that benefiting you?
Automate service
Great Omnichannel Routing by Agent Skills
What do you like best about the product?
Omnchannel with redorecting cases to agenta based on skills,
What do you dislike about the product?
Would love to have case prioritizing in omni
What problems is the product solving and how is that benefiting you?
Assigning multiple various cases to multiple agents with different skills
Great for Incident Management, but UI Could Be More User-Friendly
What do you like best about the product?
Service cloud is helping managing incident management, very much customizable
What do you dislike about the product?
Nothing as of now. But the UI can better and can me made more user friendly
What problems is the product solving and how is that benefiting you?
Incident management
Integration Is Much Easier Within the Ecosystem
What do you like best about the product?
Integration is much easier on the ecosystem.
What do you dislike about the product?
I don't dislike it, but I wish there were more dynamic tips/toolkits/tutorials
What problems is the product solving and how is that benefiting you?
Getting to customers much more quickly and summarizing key issues
Powerful but Complex to Manage
What do you like best about the product?
Service Cloud makes it easy to centralize customer interactions and streamline case management. The automation and workflows reduce manual effort, and the 360-degree customer view enables faster, more personalized service. It integrates seamlessly with other Salesforce products, which makes scaling and reporting incredibly efficient.
What do you dislike about the product?
While powerful, Service Cloud can be complex to configure and maintain without experienced admins or developers. The licensing and add-on costs can also add up quickly, which can be challenging for smaller teams. Additionally, some standard features require custom development or multiple clicks to accomplish what could be simpler out of the box.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us centralize and track customer support interactions in one place, reducing missed follow-ups and response delays. It gives our team better visibility into open cases, streamlines escalations, and improves overall response times. This has led to more efficient issue resolution and higher customer satisfaction.
Unbelievably Effective and No Dislikes
What do you like best about the product?
It works so well it’s really unbelievable
What do you dislike about the product?
No much there’s nothing I dislike to be honest
What problems is the product solving and how is that benefiting you?
Helping to provide a better service for my clients
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