Salesforce Agentforce Service

Score8.6 out of 10

446 Reviews and Ratings

What is Salesforce Agentforce Service?

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Categories & Use Cases

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Screenshot of Workflows and Orchestration

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Screenshot of Workflows and Orchestration

Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3

Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.6
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.8

#1 most frequent

Professional, Scientific, and Technical Services

20.6%

2,002 installations of 9,718

“Our internal users are very happy with it — for tracking cases, automating the routing of cases, and closing the cases.”
— Senior Enterprise Application Analyst, Supermicro (5001-10,000 employees)

#2 most frequent

Information

14.1%

1,369 installations of 9,718

#3 most frequent

Manufacturing

14.1%

1,368 installations of 9,718

Durga Kalyan Duggirala

Senior Enterprise Application Analyst in Information Technology at Supermicro (5001-10,000 employees employees)

Use Cases and Deployment Scope

First, we allow customers to raise the cases, and once the cases get created, we work on the cases based on the entitlements. We work on the cases and provide the resolution for those cases. And one more thing — we also do case routing to the particular persons. We are using Field Service Lightning also in Service Cloud, where the users can get the cases assigned to them, and they can work on them onsite as well. So in short, we are using it mainly for case management and field management, mostly in those two areas.

Pros

We have given a provision for customers to raise their cases, and we have also given a provision for the customers to keep track of those cases. There is a provision for raising the cases.
They can track at what level the case is, status-wise and all.
In Service Cloud, we are using the asset information, and they can update their own asset information as well.

Cons

We are looking to automate the entire case management process. That is one thing — we don’t want our service agents to explicitly take the cases and work on them. We are looking for an automation kind of thing. This is where we have room to do more enhancements on those areas.

Return on Investment

Right now, we are migrating from a traditional system to Salesforce Service Cloud, and we are evaluating whether we took the right product or not. We have almost all the positives as compared to the traditional system with Salesforce Service Cloud. Our internal users are very happy with it — for tracking cases, automating the routing of cases, and closing the cases. And not only related to cases — also for entitlements, like the SLA kind of thing — how much time you need to close the case, and if you’re not able to close the case within a specific time, what next action the system will take. So we have all the positives compared to the traditional system. So these are all the examples I can see currently with my organization.

Alternatives Considered

ServiceNow Customer Service Management

Usability

Verified User

Manager in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

We use Service Cloud to track everything — every complaint or issue a customer might have. It’s connected with our call center, which is a third-party provider but fully integrated within our Salesforce environment. Every case — complaints, problems, maintenance — goes through Service Cloud. When an issue becomes more technical and the dealer can’t resolve it, we escalate it to the engineering team. I should also mention that our dealers use Experience Cloud to open cases, so we have two different front ends working together for the same case management process.

Pros

It’s very good at giving us real-time visibility into what’s happening. We’re not yet using all the available analytics features, but even with the reports we currently have, we get valuable insights into the main types of cases we’re facing. This helps us identify patterns and address the root causes of issues.

Cons

It's hard to integrate real time and we have a lot of information on connected vehicle that we could be using more to get a proactive assistance by the contact center so that I think it's half of a problem on Salesforce, half of a problem on our own systems. But for everything, if we have real time, since we are using data cloud and many levels, it can be a bit difficult.

Return on Investment

That’s a very good question. I’d say, being self-critical, we definitely need to do a better job tracking our impact. But I’ll have to skip this one since I don’t have the exact numbers on the ROI right now.

Alternatives Considered

Zendesk Suite

Usability

Verified User

Director in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

It basically covers the full sales and service journey — from prospecting, ordering, and quotation to fulfillment and service — the entire customer journey. From “I research” to “I buy,” “I maintain,” and even “I resign,” including all complaint checks as well. It’s also integrated with Communication Cloud for the catalog, which provides all the complex telecommunication bundles across major lines of business like mobile, fixed network, broadband, data transmission, and SD-WAN.

Pros

It’s easy to get started with because it’s an add-on to Sales Cloud and Service Cloud, specifically designed for the communications industry. It solves some — not all, but some — industry-specific problems right out of the box.

Cons

Performance is definitely still an issue, but we’re looking forward to improvements. It’s currently a managed package, and it’s already on the roadmap to be migrated to a core package. Once that happens, performance and stability should be much better.

Return on Investment

The positive is definitely its configurability and flexibility.
The negative would be occasional performance issues.

Alternatives Considered

CloudSense CPQ

Usability

Verified User

Manager in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We are managing our support processes directly from the case, supporting our customers with their challenges. We have an old environment with a lot of legacy processes and many fields, so we need to do some cleanup.

Pros

First of all, it has good integration from Experience Cloud to Salesforce
The UI is very flexible. There are a lot of advantages in Salesforce.

Cons

AI
Case deflection

Return on Investment

It's a positive impact because we're managing all our customer support.

Alternatives Considered

ServiceNow Customer Service Management

Other Software Used

Microsoft Dynamics 365

Usability

Verified User

Vice-President (51-200 employees employees)

Use Cases and Deployment Scope

For us, Service Cloud is handling all of our email and messaging incoming support requests. In a lot of cases it's also handling workflow, so whether it's a process request, billing requests, anything like that that's coming into Service Cloud, usually through email to case or messaging for in-app and web. And then our team is responding and going through the process to help the customer.

Pros

Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
The omnichannel routing, using skill-based routing is really effective.
Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.

Cons

Round robin, we don't have one. So whereas with Omnichannel you can route a case based on an agent's capacity. So if they've got 10 cases or 20 cases or 30 cases all at one time, omnichannel will let you assign based on that skill, right. But there's no just person A to person B to person C to person D routing, which is pretty common in a lot of service companies where there is no logic behind the routing, it just has to go round and round. So that required a lot of complex coding to get that functionality in place and it should just be there.

Return on Investment

It's helped us remove manual workflows and it's helped us share knowledge. So enabling our team to act without having to always escalate because if they don't know, can I do this or that in a certain situation before when it's manual documents, you have to go through and figure out what the rules are, maybe go to a manager, figure out what the answer is more than once and then retain it for yourself. Whereas with Salesforce, we're able to have that knowledge built into the system and then it can just re-reference. It makes making decisions faster.

Salesforce Agentforce Service

What is Salesforce Agentforce Service?

Categories & Use Cases

Media