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 for Customer Service, but Add-On Costs Are High
What do you like best about the product?
It allows me to service my customers and invest UI that I can imagine more capabilities instead of worrying about creating apps.
What do you dislike about the product?
The candy cost prohibitive when trying to add on new users
What problems is the product solving and how is that benefiting you?
Platform is very forward looking and always provides great web map features that we can take advantage of so we can plan for the future
Great Channel Variety, but Setup Needs Improvement
What do you like best about the product?
All the different channel we get in one cloud
What do you dislike about the product?
Setup could be easy to setup and Omni channel could be more efficient
What problems is the product solving and how is that benefiting you?
Helps our support and service teams
Great Macros and Step-by-Step Actions, but Challenging Initial Adoption
What do you like best about the product?
The macros and step by step actions are a huge hit with our business
What do you dislike about the product?
It was difficult to get business adoption at first
What problems is the product solving and how is that benefiting you?
Tracked customer questions and concerns with response times
Very nice visibility for the all agents
What do you like best about the product?
Its very easy for orquestrator the customer service team
What do you dislike about the product?
Not intégrate with social media . I need a other partner ( Sproud)
What problems is the product solving and how is that benefiting you?
The omnichanel for the different channels
User-Friendly and Versatile, Minor Integration Issues
What do you like best about the product?
The user friendliness and endless ways to make life easier foe our reps
What do you dislike about the product?
Some integration issues but not so serious
What problems is the product solving and how is that benefiting you?
It is bringing all of our customer support touchpoints into one place
Great Tool Access, but Integration with CRM and Data Cloud Is Challenging
What do you like best about the product?
Access to all of the tools and data at hand
What do you dislike about the product?
Requires significant integration with crm and data cloud
What problems is the product solving and how is that benefiting you?
Efficiently supporting incoming requests
Powerful for Productivity, but Expensive and Complex to Customize
What do you like best about the product?
Unify customer interactions (phone, email, chat, social) into a single console.
Resolve issues faster with intelligent case management and automation.
Empower agents with a complete 360-degree view of the customer.
Enable self-service options for customers (knowledge base, portals).
designed to boost agent productivity and deliver exceptional customer experiences at scale.
Resolve issues faster with intelligent case management and automation.
Empower agents with a complete 360-degree view of the customer.
Enable self-service options for customers (knowledge base, portals).
designed to boost agent productivity and deliver exceptional customer experiences at scale.
What do you dislike about the product?
My biggest dislikes regarding Salesforce Service Cloud can be summarized as:
High Cost & Complex Pricing: The licensing is expensive, and costs quickly rise with necessary add-ons and extra features.
Steep Learning Curve/Complexity: The platform is incredibly powerful but can feel overwhelming and non-intuitive, requiring significant training and specialized administrators.
Customization Dependency: Achieving advanced, specific business requirements often necessitates costly development resources (Apex/consultants) rather than simple no-code changes.
High Cost & Complex Pricing: The licensing is expensive, and costs quickly rise with necessary add-ons and extra features.
Steep Learning Curve/Complexity: The platform is incredibly powerful but can feel overwhelming and non-intuitive, requiring significant training and specialized administrators.
Customization Dependency: Achieving advanced, specific business requirements often necessitates costly development resources (Apex/consultants) rather than simple no-code changes.
What problems is the product solving and how is that benefiting you?
t solves the problem of fragmented customer service across multiple channels (phone, email, chat).
The Benefits:
Creates a 360-Degree View of the customer for personalized support.
Boosts Agent Productivity by automating routine tasks (case routing, etc.).
Reduces Costs by providing customer self-service options (Knowledge Base).
Improves Customer Loyalty through faster, more consistent case resolutions.
The Benefits:
Creates a 360-Degree View of the customer for personalized support.
Boosts Agent Productivity by automating routine tasks (case routing, etc.).
Reduces Costs by providing customer self-service options (Knowledge Base).
Improves Customer Loyalty through faster, more consistent case resolutions.
Great Email-Friendly Experience for End Users
What do you like best about the product?
It is email friendly for end users which speedup the process
What do you dislike about the product?
Users can not see the history of email which were sent before
What problems is the product solving and how is that benefiting you?
Is tracks the communication between dealers and processing team
Highly Customizable with Great SLA Tracking, but Feed Functionality Needs Improvement
What do you like best about the product?
Very customizable. Lots of options for tracking SLAs and automating parts of our process.
What do you dislike about the product?
The feed functionality can be limiting. I would love to be able to insert images in line on the feed
What problems is the product solving and how is that benefiting you?
Easily move tickets and cases through the workflow and reassign to teams as needed. Complex case routing is very configurable
Flexible Platform with No Major Drawbacks
What do you like best about the product?
The flexibility and friendliness's of the platform.
What do you dislike about the product?
We could have an option to have three columns, but overall it works well.
What problems is the product solving and how is that benefiting you?
To create tickets and assigning it to collaborators.
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