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.
Effective Solutions, but Setup and Clicks Are Tedious
What do you like best about the product?
Great solutions and techniques to work with.
What do you dislike about the product?
Too many clicks and security setups is tedious
What problems is the product solving and how is that benefiting you?
Customer enganmement
Great Customer Insights, but Setup Can Be Challenging for Small Teams
What do you like best about the product?
Unified view of our customers across all channels, enabling faster, more personal service at SunExpress.
What do you dislike about the product?
Complex setup and customization can take time before we see full value in daily operations. I have a very small inhouse team so I am very much dependent to managed services.
What problems is the product solving and how is that benefiting you?
It unifies guest interactions, reduces handling time, and boosts satisfaction across all channels(web, mobile, call center)
Great Potential, but Setup Is Challenging
What do you like best about the product?
Lots of potential with the functionality
What do you dislike about the product?
Takes a lot to get set up and be useful.
What problems is the product solving and how is that benefiting you?
Customer service rep and phone call quality monitoring
Powerful Omnichannel Features, but Complex Setup and High Costs
What do you like best about the product?
Service cloud Omnichannel, entitlements etc
What do you dislike about the product?
Service Cloud can feel complex to set up and customize, especially for smaller teams. Its interface can be cluttered, and frequent updates sometimes disrupt workflows. Licensing costs are high, and integration with non-Salesforce tools often needs extra configuration. Reporting flexibility is limited without advanced customization or developer support.
What problems is the product solving and how is that benefiting you?
Increased customer satisfaction
Great Out-of-the-Box Features, but AI Setup Needs Improvement
What do you like best about the product?
Case is awesome. So much ootb features. Making it easy to implement
What do you dislike about the product?
Some of the newer features especially AI related is hard to setup
What problems is the product solving and how is that benefiting you?
California osha supprt
Need to be accessible not only to sales team but other departments as well
What do you like best about the product?
Ease of use, visibility within the same system as our sales cloud
What do you dislike about the product?
There are other tools that different orgs use and it can be hard tracking within multiple departments
What problems is the product solving and how is that benefiting you?
Great for intake within our sales team
Great All-in-One Help Desk, but Experience Cloud Needed for Customer Updates
What do you like best about the product?
It’s one stop shop for all my help desk needs like chat, knowledge and ticket management
What do you dislike about the product?
The need to add an experience cloud implementation in order to share progress to customers
What problems is the product solving and how is that benefiting you?
Helping us create better engagement with our customers and improve our brand NPS
Great Omnichannel Support
What do you like best about the product?
Seamless Omni channel support and knowledge
What do you dislike about the product?
Custom report types for knowldge related custom objects
Complex / unclear routing when multiple channels and skills
Complex / unclear routing when multiple channels and skills
What problems is the product solving and how is that benefiting you?
Automated case responses
Call center efficiency/ handling time
Call center efficiency/ handling time
Powerful Customization and Omni-Channel Features, but Messaging Integration Needs Work
What do you like best about the product?
Service Cloud, and Salesforce overall, offer a high degree of customization. The omni-channel routing feature has especially made a significant positive difference in our support team's efficiency. Additionally, Omni Supervisor and the capability to flag work for supervisor assistance or monitor an agent's work in real time have both contributed to improved overall handle times.
What do you dislike about the product?
Integrating Messaging In-App and on the Web, especially using the In-App SDK, was not straightforward. Our mobile engineers struggled to tailor the experience, which led to app-initiated messaging sessions sometimes behaving unpredictably.
What problems is the product solving and how is that benefiting you?
The self-service features of our help center Experience site have been incredibly valuable in lowering our overall case volume. Similarly, the Flow capabilities in Salesforce and Amazon Connect (for Service Cloud Voice) have played a significant role in prioritizing and strategically routing our customers to specialized teams. This has led to higher first-touch resolution rates and improved customer satisfaction.
Simple and Secure Experience
What do you like best about the product?
Simplicity and security of data. Would recommend it.
What do you dislike about the product?
Not entirely sure but I would prefer to defer to the IT.
What problems is the product solving and how is that benefiting you?
Creating a more streamlined system
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