Item: Salesforce Agentforce Service
Rating: 9
Author: Alfiya Mukadam

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

I was on the middleware team at builder.ai, where data used to flow from the front end to middleware and then to the cloud—Salesforce, Xoho, and Netsuite. It was an app-building platform where customers used to come and design their own tailor-made apps. But many customers do not have technical expertise, so we have to collect their requirements and have a handy solution so they do not lose customers. To address this use case, Salesforce Service Cloud came into the picture for us.

Pros and Cons

Pros

Problem solving.
Customer use case management.
Comprehensive tool in market growth.
Minimal costs for implementation.

Cons

There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
Costing is high.
Maintenance is more.
Expertise is required for implementation.
The number of communication messages have some limit per organisation account.

Return on Investment

High returns in terms of market.
High quality output based on real time customer data.
Service Now integration is a useful feature to capture some requests that the platform cannot service.
Email notifications are prompt.
Useful insights about customer engagement.

Reliability and Availability

Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.

Alternatives Considered

Zoho Analytics

Zoho is not very real-time, it has limited integration capabilities, and the UI is not very satisfactory for any incoming customer. The performance is slow and impacts the overall customer journey. The data stored in the backend is slightly scattered and needs to be cleaned further. So, overall, it's not that up to the mark.

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?

I wasn't involved with the implementation phase

Would you buy Salesforce Agentforce Service again?

Yes

Other Software Used

ClickUp, BrowserStack, Jira Service Management, Bullhorn for Salesforce, ServiceNow IT Asset Management

Likelihood to Recommend

This cloud is a good option for attracting large numbers of customers for mid-scale and large-scale organizations. However, it’s not suitable for small companies or startups due to its high cost. For use cases where real-time input from customers is taken and then processed on the cloud to give them output, this platform is a must.

Salesforce Agentforce Service Feature Ratings

Comments

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Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.

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