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.
Powerful Tools & Data Tracking, but Requires Significant Setup
What do you like best about the product?
All the tools that simplify my team's work and provide my managers with the necessary data are conveniently located in one place. I really appreciate the depth of data analysis available. Everything you need to manage your team can be tracked and measured in several helpful ways.
What do you dislike about the product?
As with many aspects of Salesforce, the quality of your experience depends on the effort you invest. To achieve an outstanding result, you really need to dedicate significant time to customizing the app so it fits the needs of you and your team.
What problems is the product solving and how is that benefiting you?
No customer issue is lost, and the data we build over time helps us deliver a product and customer experience that actually matters to our customers.
Great Connectivity, Security Concerns Remain
What do you like best about the product?
I really appreciate that our clients find the Salesforce Service Cloud to be trustworthy, especially in terms of security, which is very reassuring. The cloud-based data handling capabilities are also very satisfying, making it easy to access and use important data efficiently. Additionally, I value the connectivity across all Salesforce products, which facilitates seamless integration when implementing new products, ultimately enhancing our service cloud experience.
What do you dislike about the product?
I find that the setup process for Salesforce Service Cloud was not easy. Due to our lack of familiarity with Salesforce, we needed a lot of help from Salesforce experts and their account team. Additionally, there is a significant concern about the security of the cloud system, as clients, particularly their IT departments, are hesitant to trust it. This indicates a trust issue with cloud-based services. The user experience (UX/UI) is also challenging for beginners, making it not very easy to start with for new users.
What problems is the product solving and how is that benefiting you?
The product allows easy access to important data through the cloud, making it straightforward to find, which benefits my client despite initial trust issues with cloud systems.
Great Toolset for CS Teams, No Major Drawbacks
What do you like best about the product?
The collection of tools it offers is very helpful for CS teams.
What do you dislike about the product?
Thats a hard one as there isnt something
What problems is the product solving and how is that benefiting you?
Traceability of tickets
Highly Customizable but Needs Some TLC
What do you like best about the product?
The standout feature of Service Cloud is its high level of customizability. It’s useful to create a fully tailored experience for each service team, adapting the platform to their specific requirements, and much of this customization can be achieved using declarative tools. Additionally, configuring various channels such as web-to-case and email-to-case is fairly straightforward. Salesforce’s reporting and dashboard features, along with customizable Home pages, make it possible to track important metrics and share them with stakeholders and service team members.
What do you dislike about the product?
Knowledge and Service Cloud would benefit from updates to make the setup process feel more modern and user-friendly, particularly when configuring a self-service Experience Cloud site that incorporates Knowledge. Additional enhancements, such as improved HTML editor support for web-to-case forms, would also make setup more approachable. Rather than dedicating most resources to the latest features, it would be great to see renewed attention on the core platform and longstanding idea exchange or known issue articles. Not everyone can invest in the newest agentic experiences, but we still want to provide the best possible solutions for our organizations.
What problems is the product solving and how is that benefiting you?
This tool allows both users and customers to submit help or service requests, enabling us to monitor the progress of internal and external requests alike. It also helps us distribute responsibilities more effectively within our team.
Great Multichannel Support and Automation, but Data Presentation Needs Improvement
What do you like best about the product?
What I appreciate most is how it enables us to assist our customers across a wide range of channels without any disruption, while keeping everything organized in a single location. The automation features are especially valuable, as they help us spot trends and take action accordingly.
What do you dislike about the product?
A customer case involves a significant amount of data coming from various sources and objects, which makes it challenging to present all that information to the representative in a clear and efficient manner.
What problems is the product solving and how is that benefiting you?
Omnichannel support was something we lacked before implementing Salesforce Service Cloud. Now, we can assist our customers across all these channels, and we’re also able to identify trends in their case history data. This allows us to automatically initiate retention efforts whenever we notice warning signs.
Powerful and Versatile Tool with No Downsides
What do you like best about the product?
I like how it can be a complex tool but extremely powerful and we use it.
What do you dislike about the product?
Nothing that I can think of at this point.
What problems is the product solving and how is that benefiting you?
It solves our case management issues and multi use.
Great for SLA Management, but A/B Testing Needs Improvement
What do you like best about the product?
I appreciate how this tool allows me to automate my service processes and manage SLAs effectively. It gives me confidence that no customer will be overlooked.
What do you dislike about the product?
Conducting pilot programs or A/B testing various processes requires a significant amount of effort.
What problems is the product solving and how is that benefiting you?
We use Service Cloud alongside Field Service to make sure our customers receive the level of quality they expect. Many of the large municipalities and enterprises we work with have unique service requirements that we must keep in mind and fulfill.
Efficient Agent Tools and Fast Automation, but Pricey and Sometimes Laggy
What do you like best about the product?
Streamlined agent workflows and tools, Fast case resolution with automation
What do you dislike about the product?
Occasional lags with large case volumes, High cost for advanced features
What problems is the product solving and how is that benefiting you?
Speeds up case handling and resolution
Optimize Flows, Improve Customer Experience
What do you like best about the product?
I like that Salesforce Service Cloud allows a continuous flow for ticket management and automatically diverts them to the corresponding areas. This automation improves the call center operation and significantly reduces customer wait times, ultimately enhancing their experience.
What do you dislike about the product?
Sometimes, the main ticket screen requests too much information that customers might not have available at the moment.
What problems is the product solving and how is that benefiting you?
I use the product to improve the operation of the call center, enhance the entry of claims and management, and reduce customer wait times, which also ensures that tickets automatically reach the corresponding areas.
Great for Centralized Customer Management, but Developer Tools Need Improvement
What do you like best about the product?
A place where customer information can be centrally managed, such as through Case
What do you dislike about the product?
The Apex Editor and Developer Console are difficult to use.
What problems is the product solving and how is that benefiting you?
It allows for quick management and analysis of customer interaction histories.
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