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.
Download the entire Product Scorecard
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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.
85 Likeliness to Recommend
1
Since last award
93 Plan to Renew
2
Since last award
79 Satisfaction of Cost Relative to Value
1
Since last award
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
Quality of Features
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of Implementation
Ease of Data Integration
Ease of IT Administration
Product Strategy and Rate of Improvement
Vendor Support
Availability and Quality of Training
Ease of Customization
Salesforce Agentforce Service Reviews
Alexis H.
- Role: Operations
- Industry: Retail
- Involvement: End User of Application
Submitted Dec 2022
It's easy to use for Customer service in BPO
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
Allows more options and easy access to tools
What is your favorite aspect of this product?
How we can handle different cases.
What do you dislike most about this product?
Unable to lock tools that aren't required for certain users.
What recommendations would you give to someone considering this product?
Client should make sure to share their needs with Salesforce so they can develop the tool for optimal performance.
Pros
- Trustworthy
- Efficient Service
- Inspires Innovation
- Client Friendly Policies
Ali G.
- Role: Sales Marketing
- Industry: Retail
- Involvement: End User of Application
Submitted Oct 2022
fantastic to use for CRM
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
it is a superior product
What is your favorite aspect of this product?
nothing specific
What do you dislike most about this product?
nothing specific
What recommendations would you give to someone considering this product?
nothing specific
Pros
- Respectful
Harshita N.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2022
Best Product
Likeliness to Recommend
What differentiates Salesforce Agentforce Service from other similar products?
Service Cloud helps businesses support existing customers through its customer service console, live chat, and communities software
What is your favorite aspect of this product?
It integrates your customer service with social networks and provides a self-service customer portal and knowledge base system
What do you dislike most about this product?
Nothing to dislike about it except it's little costly for smaller organizations
What recommendations would you give to someone considering this product?
Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
