Item: Salesforce Agentforce Service
Rating: 10
Author: Bobbi Jo VALIANT

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

Salesforce Service Cloud created a one-stop shop for all emails, chats, and phone calls. We can Omni Route all channels to our agents at the priority level we need. Great for productivity for our agents.

Pros and Cons

Pros

Agent Productivity with Omnichannel Routing
Knowledgebase for agent help articles
Screen Flows to cut down on agent training
Web Chat

Cons

Reporting - need better downloadable reports
Lower Pricing - More bundled products for less

Return on Investment

Lower Agent costs

Reliability and Availability

Salesforce Service Cloud has never been down.

Alternatives Considered

Email Tracking for Zendesk

Key Insights

Do you think Salesforce Agentforce Service delivers good value for the price?

Yes

Are you happy with Salesforce Agentforce Service's feature set?

Yes

Did Salesforce Agentforce Service live up to sales and marketing promises?

Yes

Did implementation of Salesforce Agentforce Service go as expected?

Yes

Would you buy Salesforce Agentforce Service again?

Yes

Other Software Used

Talkdesk

Likelihood to Recommend

Screen Flows provide step by step instructions for our agents so we don't need 4 weeks of training. This knocked our training down to 2 weeks. Salesforce Service Cloud's reports are not great as they just download into excel so they are not client friendly.

Salesforce Agentforce Service Feature Ratings

Comments

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Salesforce Service Cloud is an Awesome Product

Software Version