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 Case Management and Console Features
What do you like best about the product?
Case Management and Case Console are the best features
What do you dislike about the product?
Nothing is least helpful yet. Not applicable
What problems is the product solving and how is that benefiting you?
Case Management and Service Console
Easy Integration, but Pricey
What do you like best about the product?
Ease of integration to thw salesforce suite
What do you dislike about the product?
Cost of the product and the overall suote in general
What problems is the product solving and how is that benefiting you?
Ability to expand and scale
Great Omni-Channel Experience, but High Cost of Ownership
What do you like best about the product?
It's ability to provide a truly unified omni channel experience for both customer and service agents
What do you dislike about the product?
It's high total cost of ownership driven by expensive per user
What problems is the product solving and how is that benefiting you?
Improvement of customer service experience
Effortless Implementation, Great ROI
What do you like best about the product?
I find Salesforce Service Cloud easy to implement and it's faster to use compared to alternatives like SAP. Its case management and queue management capabilities efficiently support our call center operations, helping agents resolve customer queries swiftly. The task and knowledge management features are also crucial to our success. Overall, its ease of use, quick implementation, and excellent ROI make it highly valuable.
What do you dislike about the product?
I find that the user interface could be more customer intuitive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for effective case and queue management, solving customer problems rapidly, boosting call center efficiency, and it's easy and fast to implement.
Great for Centralizing Service Cases, but Switching from Sales Cloud Is a Hassle
What do you like best about the product?
Being able to capture service cases at one place
What do you dislike about the product?
Have to switch from sales cloud while working
What problems is the product solving and how is that benefiting you?
Managing service cases
Service Cloud Helps Us Manage Student Cases Across Departments
What do you like best about the product?
Service Cloud enables our students to submit a variety of case types to different departments. For example, since we have many international students, the DSO can monitor and address any issues students encounter with their visas.
What do you dislike about the product?
At the moment, students tend to submit several similar cases if they do not receive a prompt response. We are hoping that Salesforce will be able to identify and automatically merge these duplicate cases, as our current system lacks this capability.
What problems is the product solving and how is that benefiting you?
This tool has enabled us to streamline the way we respond to student questions, and, importantly, it now allows us to track individual cases and maintain historical records. From a data standpoint, we are able to identify recurring issues more easily, which helps us refine our processes or develop targeted solutions.
Great for Data Integration, Challenging for Enterprise-Wide Alignment
What do you like best about the product?
It helps combine data from multiple platforms information on how we best service our clients, such as triage of change
What do you dislike about the product?
It could be challenge to draft the enterprise wide vision of the execution plan because all business interests and units need to be aligned
What problems is the product solving and how is that benefiting you?
It has been helpful in addressing how we can better serve our customers and manage incoming requests more effectively.
Great for Customer History and Case Management
What do you like best about the product?
Complete customer history and case management
What do you dislike about the product?
Cost and learning curve. Hard to get our team up to speed.
What problems is the product solving and how is that benefiting you?
Customer center knowledge
Easy Access to Service Data for Seamless Collaboration
What do you like best about the product?
Ability to easily access relevant service data to share between service and sales partners
What do you dislike about the product?
Separate cloud experience and would like to bring together data source for service, sales and product
What problems is the product solving and how is that benefiting you?
Ability to easily share service data from a service platform to our sales partners.
Great for Case Management and Reporting
What do you like best about the product?
Cases. Reporting. Case queue management.
What do you dislike about the product?
Different case type values needed. Queue management
What problems is the product solving and how is that benefiting you?
CustomerbService cases
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