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.
Reliable Service for Case Management
What do you like best about the product?
I appreciate that Salesforce Service Cloud has been working out very well for case management at DTCC, providing seamless integration with our portal and training center. The implementation of Einstein and continued progress with agent force capabilities is promising. I find the process very easy to use, and the case management feature is crucial for our operations. Additionally, exploring and potentially using Salesforce native search capabilities excites me for future optimization.
What do you dislike about the product?
Nothing at this time
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud works well for case management, and the integration with our portal is effective. We are exploring its search capabilities further.
Great Omnichannel Case Management, but Entitlements Need Improvement
What do you like best about the product?
Possibility of creating cases among obmichannel and manage them
What do you dislike about the product?
Entitlements are not intuitive for begoners
What problems is the product solving and how is that benefiting you?
Omnivhanel like a tool to manage them
Great Case Management Feature
What do you like best about the product?
Case management component to use with the ops teams to get things done and track items pending
What do you dislike about the product?
Not much this is something we are still ltesting
What problems is the product solving and how is that benefiting you?
All the cases we have when it comes to solve oso problems
Effortless Usability with Built-In Automation
What do you like best about the product?
I like the prebuilt automation that Salesforce Service Cloud offers, particularly for managing cases. It's great not needing to construct standard objects and fields since they already come with the system. I find it easy to use and flexible, which are key benefits I'd consider if buying again.
What do you dislike about the product?
I feel that the current setup of Agentforce in Salesforce Service Cloud could be improved. It's currently not integrated out-of-the-box, and it requires users to set it up separately, which can be cumbersome. Having this as a built-in feature would streamline the process and improve user experience.
What problems is the product solving and how is that benefiting you?
I find prebuilt automation in Salesforce Service Cloud saves us time by eliminating the need to build standard objects and fields from scratch, streamlining case management.
Great Customer 360 Features, but High Cost and Licensing Issues
What do you like best about the product?
Customer 360 and kb mgmt
Integrations for holistic view
Integrations for holistic view
What do you dislike about the product?
Cost and licensing
Named user instead of community
Named user instead of community
What problems is the product solving and how is that benefiting you?
CSRs and CSMs for our contact center
Great Out-of-the-Box Features, Especially Case Management
What do you like best about the product?
Awesome out of box feature like case management
What do you dislike about the product?
Nothing as such. We love using Salesforce
What problems is the product solving and how is that benefiting you?
Financial services and it’s helping our customers getting fast results
Great Cloud Service Tool, Data Usage Can Be High
What do you like best about the product?
The best cloud service tool to help our customers.
What do you dislike about the product?
Large amount of data we use when creating follow up tasks and events from service calls.
What problems is the product solving and how is that benefiting you?
Allowing better service to our participants for keeping Financials accounts in good standing.
Streamlined Customer Connections with Robust Customization
What do you like best about the product?
I appreciate Salesforce Service Cloud for connecting my team to customers, which streamlines communication and enhances experiences. I find case warming, reporting, and internal communication features particularly useful in our operations. These capabilities are pivotal in our call center operations, enabling a smooth workflow.
What do you dislike about the product?
I found the over-customization challenging because it was not integrated globally across different sections. This caused difficulty during the initial setup. Additionally, I wish for an expanded generalized capacity of the console setup.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to connect my people with customers, unsilo communication, and streamline experiences, which improves operational efficiency.
Great for Business, but Implementation Needs More Support
What do you like best about the product?
Easy to use. And help a lot with my business
What do you dislike about the product?
Implementation can be hard, I needed more support
What problems is the product solving and how is that benefiting you?
Understand business
Our Team Loves It – Extremely Good Experience
What do you like best about the product?
It’s extreme good. Our team loves it……..
What do you dislike about the product?
We like all the features of service cloud.
What problems is the product solving and how is that benefiting you?
Case management, chat.
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