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.
Milestones and Entitlements Make Tracking Cycle Time a Breeze
What do you like best about the product?
Milestones and entitlements are very useful to track the cycle time.
What do you dislike about the product?
The email service and the email-to-case feature both have a 25 MB limit. Working hours and holidays needs to be extended to support with few other objects. We are forced to use case object for the milestones.
What problems is the product solving and how is that benefiting you?
we are using Case Milestone to track the cycle time of one of our process.
A Reliable Platform for Managing Customer Support Work
What do you like best about the product?
What I like most about Salesforce Service Cloud is how smoothly it brings customer information, cases, and communication into one place. It helps me respond faster and stay organized without jumping between different tools. The automation and workflow features also save a lot of time, especially when handling repeated tasks or follow-ups.
What do you dislike about the product?
1. Some features feel more complicated than they need to be, especially for new users.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me bring all customer conversations into one place, so I don’t waste time switching between tools. It’s easier to track issues, respond faster, and make sure nothing slips through the cracks. The automation also reduces repetitive work, which helps me stay focused on customers who need real support. Overall, it makes my daily workflow a lot smoother and more organized.
Outstanding Case Management That Simplifies Customer Issue Tracking
What do you like best about the product?
Its case management feature is the best as it automatically captures and tracks customer issues.
What do you dislike about the product?
high licensing cost. It is much pricier than competition.
What problems is the product solving and how is that benefiting you?
It allows our customers to view their cases, ask questions and find answers on demand. That's the biggest use case for us.
Excellent Case Management and Reporting with Few Drawbacks
What do you like best about the product?
I appreciate the robustness of the Case Management and reporting features.
What do you dislike about the product?
There’s not much that I dislike about Service Cloud.
What problems is the product solving and how is that benefiting you?
The management and tracking of customer requests and issues that must be solved across multiple teams.
Great Features Like 360° View and AI, but Performance Lags with Heavy Data
What do you like best about the product?
360° Customer View, AI powered assistance, Omni channel support
What do you dislike about the product?
Performance Issues with Heavy Data, Offline capabilities are limited compared to some dedicated field service tools
What problems is the product solving and how is that benefiting you?
Slow and Inconsistent Case Resolution, Lack of Real-Time Visibility for OEMs and Dealers
Great All-in-One Platform
What do you like best about the product?
It’s all in one place - all the communication channels, all customer data.
What do you dislike about the product?
It is on the expensive side pf similar products.
What problems is the product solving and how is that benefiting you?
Supporting our customers in am effective way.
Easy to Use, No Major Drawbacks
What do you like best about the product?
Easy to use, usable UX, and easy to manage and works great with our business.
What do you dislike about the product?
Too convulsed ux and cumbersome - too much use of thr real estate
What problems is the product solving and how is that benefiting you?
Helping mange customer service calls
Efficient Case Management with Robust Support
What do you like best about the product?
I find Salesforce Service Cloud's case management and routing capabilities excellent for managing end-to-end service processes efficiently. The knowledge articles provide valuable insights for agents, and the use of Chatter for communication enhances team collaboration. The support team helped us through the initial setup challenges, making the system work smoothly. The predefined service processes are incredibly helpful for my organization, simplifying workflow with built-in features we just need to adapt and utilize.
What do you dislike about the product?
I initially faced difficulties in setting up Salesforce Service Cloud due to the complexities involved with integrating various interfaces like web-to-case and email-to-case. Although the system is working smoothly now, this setup process was challenging. Additionally, I feel that the platform could be improved by integrating more AI capabilities. This enhancement would assist agents in obtaining proper resolutions more efficiently.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for efficient case management and routing, with features like knowledge articles and Chatter enhancing our service process and agent communication.
Great Call Center Experience, No Complaints
What do you like best about the product?
Call center, console, navigation I’ll prompt
What do you dislike about the product?
Nothing nothing’s nothing nothing nothing’s
What problems is the product solving and how is that benefiting you?
Call center
Great Case Management, But Navigation Needs Improvement
What do you like best about the product?
Case management and approval process, case
What do you dislike about the product?
navigating with default page layouts and
What problems is the product solving and how is that benefiting you?
Operations management for salespeople and
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