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 Centralized Sales Data Platform
What do you like best about the product?
Single data touch point for all sales data.
What do you dislike about the product?
I dont use enough salesforce to provide this information
What problems is the product solving and how is that benefiting you?
Being able to obtain support when needed
Efficient Support with Salesforce Service Cloud, but Complex to Customize
What do you like best about the product?
I like how Salesforce Service Cloud brings everything together—cases, customer data, and channels—in one place, making it easy to deliver fast, personalized support and automate routine work.
What do you dislike about the product?
It can be overly complex to configure and maintain, especially when customizing workflows or integrating with other systems.
What problems is the product solving and how is that benefiting you?
It solved our issue of scattered customer communication—now all interactions are centralized, which saves time and improves consistency in support responses.
Great Case Management, but Console Needs Improvement
What do you like best about the product?
Case management and case assignment rules also the email to case
What do you dislike about the product?
Console can be more easier to use with can accolade multiple components
What problems is the product solving and how is that benefiting you?
Case management and case assignments to prebuilt ueues
Efficient Omnichannel Feedback Collection and Case Creation
What do you like best about the product?
The contents necessary for providing services are collected.
Particularly attractive is a place that collects customer feedback, such as complaints, through omnichannels and easily and reliably establishes case creation.
With web-to-case, it was useful in practice because it automatically created and incorporated sources into the site.
Particularly attractive is a place that collects customer feedback, such as complaints, through omnichannels and easily and reliably establishes case creation.
With web-to-case, it was useful in practice because it automatically created and incorporated sources into the site.
What do you dislike about the product?
The problem with SaaS, not just Service Cloud, is that there is little flexibility in development. However, we understand that it is difficult for security reasons, and we are not asking for improvements.
What problems is the product solving and how is that benefiting you?
Centralized data management is the biggest advantage, and the appeal is that customer information and knowledge can be immediately released in a case without any code. Also, being no-code has the advantage of reducing development time.
Great Case Management and Call Summarisation, but Pricey SKU
What do you like best about the product?
Case Mamagement with SLAs and escalations. Note with the addition of SCV the capability is even stronger. Call summarisation is great
What do you dislike about the product?
The cost of the sku and usage is increasing and is not always an option to clients
What problems is the product solving and how is that benefiting you?
Use of Cases is used across clients to streamline complaints/ ticketing process essentially. Consolidated data, 360 view.
Love the Console Feature
What do you like best about the product?
The console view and how it groups things together.
What do you dislike about the product?
It is not API friendly and focused on integrations as best as it could
What problems is the product solving and how is that benefiting you?
Helping allow the users to work with all our applications in one place
Great Voice Features, But Lacks API-First Approach
What do you like best about the product?
Voice is really good feature .. ux is also good
What do you dislike about the product?
It’s not api first solution.. not great ux
What problems is the product solving and how is that benefiting you?
Case management
Highly Customizable, But Lacking Recent Innovations
What do you like best about the product?
Flexibility of adding any kind of business process and high customization.
What do you dislike about the product?
Not as many advances in recent years. Would love to see more effort put into advancement other than agentforce
What problems is the product solving and how is that benefiting you?
Case management for all service calls is robust and the interface is incredibly customizable and responsive.
Efficient Case Management, but Chatter Emailing Needs Improvement
What do you like best about the product?
The platform allows continuous streamline for case management and tracking sla for customer success
What do you dislike about the product?
Chatter is a fantastic feature, but I wish there were a more straightforward way to email Chatter posts to others without having to create a group.
What problems is the product solving and how is that benefiting you?
Creating a platform that allows our org to have continuous customer success and meet needs for them
Easy Access and Customization with Salesforce Service Cloud
What do you like best about the product?
I find Salesforce Service Cloud easy to set up, thanks to its flexibility and customization options. I appreciate the ease of accessing all employee-related files, which eliminates the need for external storage and ensures everything is stored in one place. The built-in data protection also gives me confidence in keeping sensitive information secure.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for easy access to employee files and data protection, consolidating everything in one place without the need for external storage.
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