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.
The Best Tool for Case Tracking, Intuitive and Effective
What do you like best about the product?
I like that the configuration of Salesforce Service Cloud is very intuitive, which makes it easy to use from the start. I find that the tracking of internal tickets is a great advantage, helping in the efficient management of cases. Additionally, I appreciate the automatic information that agents receive, which is very convenient. For me, it is the best tool for case tracking.
What do you dislike about the product?
Everything works great
What problems is the product solving and how is that benefiting you?
I use the product for tracking internal tickets, which makes it easier for agents to have automatic access to information. It is an intuitive tool that I consider the best for case tracking.
Great Platform Integration with Salesforce
What do you like best about the product?
This product is developed on the Salesforce platform, allowing organizations to create adaptable solutions.
What do you dislike about the product?
Cost could be prohibitive for some organizations
What problems is the product solving and how is that benefiting you?
Servicing program participants and escalating issues
Boosted Contact Center Efficiency
What do you like best about the product?
I appreciate how Salesforce Service Cloud has significantly improved efficiency for our contact center agents, allowing for more effective responses to cases. The seamless routing of calls to appropriate platforms is particularly helpful. The system’s integration capabilities with existing CRM and telephony systems are also notable, enhancing our overall service operations.
What do you dislike about the product?
{"The initial setup of Salesforce Service Cloud required significant effort. We needed to conduct extensive training sessions for our product center agents on how to use the service plan effectively.","Integrating Salesforce Service Cloud with our CRM system required additional resources and effort, as there was a need to ensure a seamless connection without introducing unnecessary complexity.","The integration of a DCR capability within the service side, that can work effectively with CRM integration, is lacking. This would help automate processes more efficiently and is not currently present in the system.","The service line and CRM application are not seamlessly integrated as they are supposed to be on the same platform, indicating a need for smoother integration."}
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud increases efficiency for contact center agents by streamlining case response and integrating with downstream systems.
Easy to Start, But Challenging to Master
What do you like best about the product?
It improves customer experience and offer complete view
What do you dislike about the product?
Steep learning curve and complexity of UI to new users
What problems is the product solving and how is that benefiting you?
Help customers reach
Reliable Customer Support Boost with Salesforce Service Cloud
What do you like best about the product?
I appreciate the ease of configuring some of the basic capabilities with the help of a partner. I find the Service Cloud invaluable for tracking customer inquiries and managing demand effectively, ensuring timely responses. The constant innovation and new capabilities, along with the additional agent tech layer, help scale our teams efficiently.
What do you dislike about the product?
I would like Salesforce Service Cloud to offer better self-service options for customers.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to track customer inquiries, optimize staffing for timely responses, automate business processes, and support team scalability with innovative features.
Great Features and Helpful Community, but Complex with Limitations
What do you like best about the product?
I use many of the features, and I appreciate being able to open cases from different places. The community is also helpful, working smoothly with customers.
What do you dislike about the product?
The system is complex and has limitations when it comes to entitlements, as well as some red flags.
What problems is the product solving and how is that benefiting you?
Customer tickets, onboarding requests, product issues, deliveries, and more are all managed here.
Great Solution for Our Client, No Dislikes
What do you like best about the product?
It’s very great solution for our client.
What do you dislike about the product?
No, I don’t have dislike about your solution.
What problems is the product solving and how is that benefiting you?
No, I haven’t seen problems.
Great Omni-Channel Support, But Deployment Milestones Need Improvement
What do you like best about the product?
Omni channel, multi channel, Chat and WhatsApp integration
What do you dislike about the product?
Deploy milestones to production and countdown
What problems is the product solving and how is that benefiting you?
centralized service with multiple channels, voice integration and automatic case opening
Great Omni Channel Routing Feature
What do you like best about the product?
Omni Channel Routings and Comfigurations
What do you dislike about the product?
Should have more feasibility in expanding and configuring omni supervisor
What problems is the product solving and how is that benefiting you?
Skill based routing fir efficient case handling
User-Friendly with Robust Capabilities
What do you like best about the product?
I appreciate how easy the setup process was, thanks to the experienced admin. The Experience Cloud support significantly benefits our organization, and I find the Omni-Channel Routing feature incredibly useful. The agentic capabilities and service intelligence dashboard are particularly valuable and stand out as key features.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud benefits my team with easy setup and omni-channel routing, enhancing workflows. The Experience Cloud support is significant, and the agentic capabilities and service intelligence dashboard add value for possible repurchase.
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