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 Customization, But Needs Better Integration Between Sales and Service Clouds
What do you like best about the product?
One of the standout features is how you can tailor the application to suit your specific business needs and use cases.
What do you dislike about the product?
Sales Cloud and Service Cloud ought to be seamlessly integrated into a single cloud solution. Combining them would provide a more unified experience and streamline processes for users.
What problems is the product solving and how is that benefiting you?
Internal employee support servicing, our account managers, and inside sales teams. It also allows us to track internal bugs via cases.
Great for Case Tracking, Needs Better Product Consumption Features
What do you like best about the product?
The ability to track cases so our customers are quickly contacted when they have an issue.
What do you dislike about the product?
The inability to track products consumed during a case. We created a custom field tk add a quote.
What problems is the product solving and how is that benefiting you?
We use cases to track customer case stage. We created automated email flows to send to customers upon creation of a case and closure of a case.
Great for Service Changes and Case Management, No Major Downsides
What do you like best about the product?
Very helpful with implementing service changes and delivery. Support our case management
What do you dislike about the product?
No downsides off the top of my head other than just continuing to refine
What problems is the product solving and how is that benefiting you?
Workflow enhancing
Effortless Case Management and Personalized Service with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud makes case management effortless with its automation, omnichannel support, and 360° customer view — helping deliver faster and more personalized customer service.
What do you dislike about the product?
The setup and configuration can be a bit complex initially, but once implemented, the platform runs smoothly and offers exceptional service capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us manage customer cases efficiently, track interactions across channels, and resolve issues faster. It’s improved customer satisfaction, reduced response times, and enhanced overall service quality.
Excellent user and permission management, with no disadvantages
What do you like best about the product?
I highlight the use, scalability, and the way permissions, users, and records are managed.
What do you dislike about the product?
The truth is that I don't find any disadvantages.
What problems is the product solving and how is that benefiting you?
Each client usually needs something additional, whether it's customization in a process or something similar. This is useful to me as a developer, as it allows me to create and adapt those requirements according to the specific needs of each one.
User-Friendly Interface and Great Features
What do you like best about the product?
The user interface is easy to use, and the product offers good features and functionality.
What do you dislike about the product?
There is a need for improved integration with third-party tools.
What problems is the product solving and how is that benefiting you?
Handling service tickets and overseeing customer service operations.
Great for Customer Interaction, but Pricey and Hard to Learn
What do you like best about the product?
Allow better customer interaction, faster turn around
What do you dislike about the product?
High cost and steep learning curve. Can be too expensive
What problems is the product solving and how is that benefiting you?
Quick turn around
Easy to Use Salesforce, but Multi-Tenant Setup Can Be Complicated
What do you like best about the product?
I love the ease of use all salesforce solutions offer!
What do you dislike about the product?
We are in a multi tenant instance which makes this complicated at times
What problems is the product solving and how is that benefiting you?
It creates a central point for our organization
Great Case Management, but Task Integration Needs Improvement
What do you like best about the product?
The case management feature is useful for overseeing the patient journey and supports omni-channel communication.
What do you dislike about the product?
Cases and task overlap. Task needs to be tied to a case
What problems is the product solving and how is that benefiting you?
This platform offers multi-channel engagement and supports digital communication, making it easier to connect with audiences across various platforms.
Powerful AI Features with Automation Mastery
What do you like best about the product?
I truly appreciate the powerful automation capabilities of Salesforce Service Cloud. The efficiency in handling repetitive tasks with features like omnichannel and AI has streamlined our processes significantly. The intuitiveness in automating mundane tasks using Flow Builder is a game-changer. Its AI features, which integrate external data smoothly and enhance employee support, are a standout, making it a valuable tool for our team.
What do you dislike about the product?
I find it problematic that it's not easy to see all customer information at a glance. I often have to hunt for the necessary information, which can be time-consuming and inefficient. While AI might be beneficial in addressing this issue in the future, it remains a current challenge.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate repetitive tasks, saving time on case handle times with its omnichannel and AI features, which streamline processes.
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