Salesforce Agentforce Service
What is Salesforce Agentforce Service?
Salesforce Agentforce Service (formerly Salesforce Service Cloud) software gives you faster, smarter customer support. Personalize every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, and more.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
86 Likeliness to Recommend
95 Plan to Renew
80 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+88 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Salesforce Agentforce Service?
Pros
- Respectful
- Security Protects
- Acts with Integrity
- Helps Innovate
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Analytics and Reporting
Customer Service Knowledge Management
Customer Community Management
Customer Service Workflow Management
Contact Center Integration
Agent Collaboration
Customer Self Service Capabilities
Intelligent Search
Mobile Customer Care
Multi Channel Support
Agent Scripting
Vendor Capability Ratings
Business Value Created
Quality of Features
Breadth of Features
Usability and Intuitiveness
Ease of Implementation
Ease of Data Integration
Ease of IT Administration
Availability and Quality of Training
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Salesforce Agentforce Service Reviews
Venkateshwar Naidu D.
- Role: Information Technology
- Industry: Retail
- Involvement: Initial Implementation
Submitted Nov 2023
Ese of user and easy to build
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
faster GTM, easy to. build and roll
What is your favorite aspect of this product?
Einstein with Lightning experience and omnichannel
What do you dislike most about this product?
Costing is bit high
What recommendations would you give to someone considering this product?
got for it but make sure you have the right impementation team
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
Sean H.
- Role: Sales Marketing
- Industry: Insurance
- Involvement: End User of Application
Submitted Nov 2023
Turning Customer Service into Customer Success
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
The 360-degree customer view it offers
What is your favorite aspect of this product?
The user-friendly interface. Robust analytics and reporting tools
What do you dislike most about this product?
It does not have AI-driven chatbots and advanced sentiment analysis.
What recommendations would you give to someone considering this product?
Major on the scalability and long-term benefits while considering if it's an investment
Pros
- Helps Innovate
- Efficient Service
- Saves Time
- Altruistic
Nathalie G.
- Role: Information Technology
- Industry: Transportation
- Involvement: IT Leader or Manager
Submitted Oct 2023
Too slow for logistics industry but great tool
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
Salesforce has a lot of great features, building your own rules, workflows, you can add and remove really easy fields.
What is your favorite aspect of this product?
The level customization in salesforce is incredible
What do you dislike most about this product?
Too slow for logistics industry
What recommendations would you give to someone considering this product?
If you are going to manage cases and a lot of information it would be a great tool, but in our case, we were managing all of our operations emails. It was too slow for what we needed.
Pros
- Acts with Integrity
- Security Protects
- Helps Innovate
- Continually Improving Product
Cons
- Less Reliable
- Less Productive
- Less Effective Service
