I like the integration and customization of Agentforce Service (formerly Salesforce Service Cloud). It helps keep things organized because everything is in one place, which means less tab switching and more efficiency. I also find it helpful for prioritizing tasks and setting expectations with the end user, like estimating the turnaround time for solutions to tickets. Review collected by and hosted on G2.com.

I think the biggest issue is that our end users find the whole system confusing and baffling. It sometimes does too much, making it hard to troubleshoot and offer support effectively. It's like, I can set it up, but someone else trying to work in it might struggle with the interface. If something doesn't go right, they can't just easily figure it out because the system is so complex. Review collected by and hosted on G2.com.