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 Navigation with Service Console, Needs More Time-Saving Features
What do you like best about the product?
Service console makes it easy to navigate
What do you dislike about the product?
Possibly providing more time saving mechanics
What problems is the product solving and how is that benefiting you?
Helps save our customer service team time by automating mundane tasks
Great Automation and AI, but Setup and Case Management Need Improvement
What do you like best about the product?
The integrated knowledge base, along with the robust automation and AI features, really stand out. These elements work together to enhance the overall experience and make tasks more efficient.
What do you dislike about the product?
The setup and configuration process is quite complex, and managing case duplication can be challenging.
What problems is the product solving and how is that benefiting you?
Improved efficiency means that agents are able to resolve cases more quickly and manage a greater number of interactions within the same amount of time. This leads to higher customer satisfaction, as faster and more personalized support helps to build trust and foster loyalty.
Ease of Setup, But High Cost
What do you like best about the product?
I love how Salesforce Service Cloud makes us more agile and faster in providing services, improving the interconnection between them. The accessibility and ease of configuration of the services are especially useful for us. Additionally, the support received from Salesforce partners during the initial integrations was crucial.
What do you dislike about the product?
The price of Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
We are much more agile and faster in providing our services and they are better interconnected.
Unified Customer Interactions, but Setup Can Be Complex
What do you like best about the product?
What stands out to me about Service Cloud is how it brings all customer interactions into one unified workspace. From email and chat to social media and calls, agents have everything at their fingertips.
What do you dislike about the product?
Service Cloud is powerful, but it can be complex to set up, and some features require training or admin support to use effectively.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of disconnected customer interactions by centralizing all touchpoints in one platform. It also automates case routing, provides AI insights, and supports omnichannel communication — which helps me resolve issues faster, stay organized, and deliver a better overall customer experience.
Great for Team Alignment, but Customization Can Be Clunky
What do you like best about the product?
Easily aligns teams across different processes
What do you dislike about the product?
Some processes can be clunky or not customisable enough for our org
What problems is the product solving and how is that benefiting you?
Forcing teams into one channel of communication means that we don't miss any updates from any team
Easy Onboarding, but Setup Can Be Tricky
What do you like best about the product?
Ease of use to onboard. Quick out of the box features
What do you dislike about the product?
Can be complicated for some setups for administration of flows
What problems is the product solving and how is that benefiting you?
First level support fo questions
Intuitive and Customizable
What do you like best about the product?
The SalesForce is intuitive yet highly customizable.
It serves as a great CRUD source of truth for our operations.
It serves as a great CRUD source of truth for our operations.
What do you dislike about the product?
Some of the customization options are difficult to configure.
As a data scientist I've found it a bit difficult to do proper aggregations.
As a data scientist I've found it a bit difficult to do proper aggregations.
What problems is the product solving and how is that benefiting you?
It is the core of our case management system. used by our customer services team.
It helps us track and update all cases related to a lot of different business processes and patient & provider requests.
It helps us track and update all cases related to a lot of different business processes and patient & provider requests.
Boosts Efficiency, Strong Community Support
What do you like best about the product?
I value the time-saving features Salesforce Service Cloud offers, especially compared to ServiceNow. I find the automation capabilities particularly beneficial as they significantly reduce repetitive tasks for our agents. Additionally, I appreciate the supportive community, customization, and ease of use, which enhance our overall experience.
What do you dislike about the product?
The entitlements process
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud saves my team significant time with streamlined processes over ServiceNow and automates numerous tasks using flows. This optimizes our operations and enhances productivity.
Streamlined Workflows, Smart Automation with Salesforce
What do you like best about the product?
I find the automation processes in Salesforce Service Cloud incredibly valuable, as they help manage a huge volume of cases, around 60,000 a month, and reduce the need for manual agent time significantly.
What do you dislike about the product?
I find the initial setup of Salesforce Service Cloud somewhat challenging due to the complexities involved in workflows and architecture, leading to delays in UI response. Over time, as business requirements became more complex, it added to the difficulty. Additionally, the user interface could be more flexible and optimized for a better experience.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate 60,000 monthly cases, reducing agent workload and streamlining case management through automated processes and planning, allowing focus on other tasks.
Flexible and Customisable, but Pricey Per-User Licensing
What do you like best about the product?
It's Flexible and Customiseable. It is good
What do you dislike about the product?
it is expensive indeed as charging per person for licence
What problems is the product solving and how is that benefiting you?
It provides hood dashboards
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