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.
Astro dreamforce review
What do you like best about the product?
Configuring products and everything related to them is quite straightforward. The process is easy to follow, making it simple to set up and manage all aspects involved.
What do you dislike about the product?
At times, it requires quite a few clicks just to make simple configurations.
What problems is the product solving and how is that benefiting you?
There are multiple queues available to speed up various levels of service.
Great Industry Features and Integration, but UI Needs Improvement
What do you like best about the product?
Out of the box capabilities tailored for industry and seamless integration woth data 360 and agentforce
What do you dislike about the product?
The user interface would benefit from a more modern and intuitive design.
What problems is the product solving and how is that benefiting you?
This product offers both case management and customer relationship management features.
Great for Uniting Sales and Service Teams
What do you like best about the product?
I appreciate how it (and sales cloud together) brings our sales and service teams together into a shared environment, making it easier to close the gaps between them.
What do you dislike about the product?
Much like with Sales Cloud, I find it frustrating that so many features are restricted unless you purchase extra licenses. This creates challenges, especially when first adopting the product.
What problems is the product solving and how is that benefiting you?
This tool provides our support team with access to both customer and product data, enabling them to make informed decisions when helping our customers. Additionally, it allows us to manage the live chat feature on our website.
Great Functionality and Usability, but Costs and Licensing could be better.
What do you like best about the product?
Built for purpose, easy to use, robust and scaleable
What do you dislike about the product?
Cost is a consideration and additional licenses for key features is also a deterrent.
What problems is the product solving and how is that benefiting you?
Service engine for customer facing issues
Easy to Use and Configure, but Date Integration Can Be Tricky
What do you like best about the product?
Ease of use and ease to congifure dddddd
What do you dislike about the product?
Can be difficult to integrate date qqqqq
What problems is the product solving and how is that benefiting you?
Track customer issues
User-Friendly and Customer-Focused, but Limited by Licensing
What do you like best about the product?
I like the ease of use and end to end flow where customer is in the focus
What do you dislike about the product?
Available only with a certain kind of license
What problems is the product solving and how is that benefiting you?
The amount of cases and the difficulty in reviewing and responding within the given SLA
Salesforce service cloud
What do you like best about the product?
Salesforce Service Cloud provides exceptional omnichannel customer support, allowing seamless case management across email, phone, chat, and social media from a unified platform. The centralized data and reporting make it easy to track service metrics and deliver personalized support. Automation features, like AI-driven case assignment and knowledge base integration, significantly boost agent productivity and improve response times, ultimately enhancing customer satisfaction
What do you dislike about the product?
While powerful, Salesforce Service Cloud can have a steep learning curve, requiring significant training and change management for new users. Customization and integrations can be complex and sometimes require additional consultant resources. Additionally, the cost can increase quickly with premium features and user licenses, and there may be occasional limits to mobile app functionality and data storage.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several business challenges by streamlining help desk operations and providing a 360-degree view of customer interactions, which leads to faster case resolution and improved customer satisfaction. By centralizing support requests across channels like email, chat, phone, and social media, it ensures nothing is missed and helps agents respond quickly and consistently. Automation and AI-powered tools reduce manual workload, enabling agents to focus on complex issues while common cases are handled efficiently, resulting in lower response times and better customer experiences.
Powerful and Flexible, but Complex Setup and Steep Learning Curve
What do you like best about the product?
What I like most about Salesforce Service Cloud is its flexibility and scalability. It centralizes all customer interactions in one place, allowing for a 360-degree view of each client. The automation tools, such as Flows and Case Management, make service operations more efficient and reduce manual work. Additionally, its reporting and dashboard capabilities provide real-time visibility into KPIs and team performance, which is invaluable for decision-making.
What do you dislike about the product?
While Salesforce Service Cloud is extremely powerful, its initial setup and customization can be complex and time-consuming, especially for organizations without dedicated Salesforce expertise. Some configurations require advanced knowledge of the platform, and the licensing costs can become significant as usage scales. The user interface, though improving, can feel overwhelming for new users due to the number of features available.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline case management and customer service operations by centralizing all customer inquiries, interactions, and case histories in one platform. It has significantly improved response times and accountability across teams by automating workflows and routing cases to the right departments. The integration with other Salesforce clouds allows for a complete view of the customer journey, which enhances decision-making and improves customer satisfaction. Overall, it has helped reduce manual tasks, improve reporting accuracy, and increase team productivity.
Powerful Features but Slow Performance in Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud stands out for several powerful and integrated capabilities.
What do you dislike about the product?
Services cloud can be slow and have some limitations
What problems is the product solving and how is that benefiting you?
Connect withe platform and ease of use
Great for Cases, but Not a Fan of Salesforce Chatter
What do you like best about the product?
Love cases, queues tasks and flexibility
What do you dislike about the product?
Salesforce chatter is difficult and clunky
What problems is the product solving and how is that benefiting you?
Users submit Questions or small ticket requests
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