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.
Cloud Service with a Natural Orientation
What do you like best about the product?
The service naturel orientation of the cloud
What do you dislike about the product?
One can struggle tot fulltime benefit from it
What problems is the product solving and how is that benefiting you?
Letting us chat with each other is a feature.
Great Features and Easy Setup, but Integration Can Be Tricky
What do you like best about the product?
Ease of setup and the variety of features
What do you dislike about the product?
sometimes difficult to connect with our homegrown products
What problems is the product solving and how is that benefiting you?
Bringing centralized visibility to our agents
No Strong Feelings About This Product
What do you like best about the product?
its ability to increase both agent productivity and customer satisfaction through features like AI-powered automation, case management, and a unified, omnichannel console
What do you dislike about the product?
platform expensive, particularly because they may not use all the features, and feel trapped by contracts, while the complexity requires extensive training for effective use
What problems is the product solving and how is that benefiting you?
Helping find information for our company to. Help use with needs
Effective Multi-Channel Transformation with Salesforce Service Cloud
What do you like best about the product?
I love the ability of the Service Cloud to easily switch from one channel to another, which makes interaction with customers very smooth, no matter their preferred channel. The ergonomics are seamless, and the ease of use, especially for handling calls, emails, and web forms, is a real asset. The supervision features are very powerful, making management more efficient. The single platform for interacting with customers enhances the service's efficiency. Additionally, the integration with the agent force part makes the service very competitive.
What do you dislike about the product?
I find that better integration with the marketing part of Salesforce Service Cloud would be desirable.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to interact effectively with customers across different channels, which simplifies multichannel management and improves the customer experience.
Transformative for Case Management and Team Efficiency
What do you like best about the product?
I find Salesforce Service Cloud incredibly convenient to use, and it has been very beneficial for case management and handling. It significantly reduces resolution times and enhances management efficiency when set up properly. The service cloud is easy to set up, which has been advantageous in my role as a ProServe consultant.
What do you dislike about the product?
Convenient and easy to use
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud extremely beneficial for case management, reducing case resolution times and improving internal ticket management.
Case Management Revolutionized with Seamless Integration
What do you like best about the product?
I love Salesforce Service Cloud for its exceptional fit in our case management needs. The capabilities and seamless integrations it offers make it stand out from other options. Utilizing features like case management and omni support has drastically improved our operations. Additionally, the ability to integrate with chat services like Facebook, WhatsApp, and Viber enhances our communication efficiency.
What do you dislike about the product?
I faced some challenges aligning Salesforce Service Cloud with our existing business processes, particularly when implementing single sign-on (SSO) or multi-factor authentication (MFA) for our contact center.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud excels in case management, offering omni support and seamless integrations, enhancing our operations significantly.
Innovative and Valuable, but Pricey
What do you like best about the product?
Always improving and trying to think out of the box to provide more value
What do you dislike about the product?
It’s expensive… but I understand why it is
What problems is the product solving and how is that benefiting you?
I can access the data I need, when I need and the way I need it
Great Platform Experience
What do you like best about the product?
The platform is straightforward to build on and offers a good level of customization. The standard features are also easy to use.
What do you dislike about the product?
The agentforce does not seem to be functioning properly with all the data.
What problems is the product solving and how is that benefiting you?
The car management features and the customer-facing aspects are both important parts of this product.
20 years of using service cloud and its capabilities
What do you like best about the product?
One place for all your support needs for a support org
What do you dislike about the product?
Nothing which I don't like in service cloud.
What problems is the product solving and how is that benefiting you?
360 view of customer support.
Powerful Service Cloud, but Pricing Can Be a Challenge
What do you like best about the product?
Service cloud is a great tool and it’s helped many organisations solve their business problems
What do you dislike about the product?
service cloud can often be expensive, flex in pricing
What problems is the product solving and how is that benefiting you?
Great tool for us to take to clients as part of managed services and with voice too
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