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.
director of marketing
What do you like best about the product?
The unified channel management offerings
What do you dislike about the product?
The number of steps and learning curve for adoption for new team members
What problems is the product solving and how is that benefiting you?
Carrying knowledge about individual cases forward between customer service reps
Great Features, but Customization Needs Improvement
What do you like best about the product?
Too much features are really good, not just 1
What do you dislike about the product?
The Customization must to be more friendly
What problems is the product solving and how is that benefiting you?
Several problems, I’m happy using SSC
Powerful Customization and Integration, but Steep Learning Curve
What do you like best about the product?
You're able to leverage The customizations of the Salesforce ecosystem and integration with other verticals like sales, marketing, operations now XR.
What do you dislike about the product?
Can often be daunting to the match proper case processes for the initiated but leveraging resources can help.
What problems is the product solving and how is that benefiting you?
Helping track our customer service cases and resolution for customer success.
Great Voice Features, but Console View Can Be Confusing
What do you like best about the product?
Voice is cool and I like the ability to use cases
What do you dislike about the product?
Console view is a little confusing sometimes
What problems is the product solving and how is that benefiting you?
Customer service
Highly Customizable and Efficient Multitasking with Service Cloud Console
What do you like best about the product?
Service Cloud Console is super customizable. Agents have the ability to multitask easily all from one browser window.
What do you dislike about the product?
Sometimes the platform errors but no usable data is available to tell us what the issue is.
What problems is the product solving and how is that benefiting you?
Service Cloud Console gives the team the ability to multitask easily. They can take live chats, phone calls and work on special projects from one browser window.
Powerful Case Management with Robust Features, but Setup Can Be Challenging
What do you like best about the product?
The service offers an out-of-the-box data model featuring objects like case. Its case management capabilities also include options for automation and integration.
What do you dislike about the product?
Getting the system configured so that an organization can take advantage of most of its features does require some effort.
What problems is the product solving and how is that benefiting you?
Customer service, complaints, and customer SLAs are all addressed. If implemented correctly, this enables the organization to provide a positive customer service experience.
Great product
What do you like best about the product?
Easy to use. Look forward to expanding with patient use cases
What do you dislike about the product?
Time and refinement needed to build apps
What problems is the product solving and how is that benefiting you?
Working with our trainers and advocacy team
Great Omnichannel Solution, but Data Cloud Capacity Needs Improvement
What do you like best about the product?
I love how Service Cloud serves as an omnichannel solution, providing me with a 360-degree view of my client.
What do you dislike about the product?
I'm still not completely certain about the core of Data Cloud, especially since it seems to have less capacity in terms of the number of users.
What problems is the product solving and how is that benefiting you?
It helps me respond to my clients' core needs in a more visual way.
Easy to Use Software with Versatile Functions
What do you like best about the product?
The software is easy to use and offers a wide range of functions that can be applied in various situations.
What do you dislike about the product?
There isn't much to say at this point, but it is currently being used for its intended purpose.
What problems is the product solving and how is that benefiting you?
I use this daily and have been able to implement a wide range of features with it.
Great Routing Flexibility, But Needs Better Audit Trail
What do you like best about the product?
Flexibility of using flow to route cases to proper agent or team
What do you dislike about the product?
Lack of audit trail for why a case was routed to a certain agent and the decisions made along the way
What problems is the product solving and how is that benefiting you?
Service Cloud is our primary platform for resolving our customer cases and enabling knowledge search
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