Overview
Product Information on Agentforce Service
What is Agentforce Service?
Agentforce Service Pricing
Overall experience with Agentforce Service
“The most used CRM in the world for a reason, still has it's quirks but is infinitely adaptable to every use case.”
“Integration Process and Training Demands Highlighted as Key Concerns for Product”
About Company
Company Description
Salesforce is a company that integrates artificial intelligence with customer relationship management and data to create solutions for customer-related concerns. Salesforce's primary business problem is to enhance the interaction between businesses and their customers by leveraging technology.
Company Details
Do You Manage Peer Insights at Salesforce?
Access Vendor Portal to update and manage your profile.
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Agentforce Service
Reviewer Insights for: Agentforce Service
Performance of Agentforce Service Across Market Features
Agentforce Service Likes & Dislikes
Case management as mentioned, making it easy to measure KPIs and resolve and assign cases easily. Email to case automation as already mentioned, has allowed us to move away from emails and siloed correspondence. Omnichannel routing has also been very useful, to ensure cases go to the right teams, with the right skills, improving customer experience.
Trusted brand name, lots of customization options, seamless SaaS product, easy integration with SIS systems.
Omnichannel touting with a unified agent console is the standout, combined with a powerful declarative automation that cuts handle time and boosts CSAT. We also value the out-of-the-box analytcs, easy integrations via APIs and the plataforms realiability and scalability for high volume, regulated suport.
It helps massively to have someone with Salesforce experience in administration on board at the very initial scoping stage, having joined the business a bit later in the process, I feel that we could have solved some challenges we had at the very beginning of our MVP rollout. This is not a fault of Service Cloud though. A great admin will be able to unlock the full potential of Service Cloud.
The per-license cost is high and resolving issues with the product can require extensive troubleshooting steps. Can be finicky when it comes to getting data integrations to appear prperly. Takes a good bit of time to train staff in proper use.
cust and complex licensing; UI can become cluttered; and limited native reports.
Top Agentforce Service Alternatives
Peer Discussions
Agentforce Service Reviews and Ratings
- Salesforce Product Manager<50M USDRetailReview Source
The most used CRM in the world for a reason, still has it's quirks but is infinitely adaptable to every use case.
We have had a very good experience using Salesforce Service Cloud. Case management is obviously a strong point and one of the main reasons we have used this, to be able to use cases collaboratively across the business has been a huge benefit for us. We have also rolled out email-to-case alongside multiple inboxes, to centralise all of our case management into one place. - Solution And Experience Manager1B-10B USDBankingReview Source
Stable Platform Empowers Omnichannel Support and Automation With Strong Analytics Tools
At our org., the experience has been very positive. It enabled omnichannel support, improved resolution times and CSAT, and delivered strong analytics and automation. Setup and integrations took some effot, but the plataform is stable, scalable and supports our growth. - CUSTOMER SERVICE & SUPPORT ASSOCIATE<50M USDMediaReview Source
Historical Tracking And Data Integration Helpful
The buildability of the tool is very useful. As more areas of the business begin to use the tool functions, data points etc can be added to meet their needs and ensure data is relayed across the business as needed. can record historical interactions with customers and communicate with other teams. - SOLUTION ARCHITECT50M-1B USDIT ServicesReview Source
Positive Impact on Productivity and Client Satisfaction Noted After Platform Adoption
I found the platform very useful for simplifying how we handle the customers. The system made it easier to interact and follow up on daily to daily tasks which improved efficiency. Overall it is very helpful and has a positive impact on productivity and client satisfaction. - ASSOCIATE1B-10B USDIT ServicesReview Source
Extensive Features Enable Deep Insights but Require Considerable Time to Master
Detailed information in one place on the different client accounts that I manage, in addition to allowing multiple integrations.