Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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External reviews are not included in the AWS star rating for the product.
Smooth Onboarding and Customizable User Management
What do you like best about the product?
One of the feature that we are using is the user management system for our lms and it is having a smooth onboarding process with lots of customized panels.
What do you dislike about the product?
Sometime user entry seems to take some time to show up after it is entered maybe the data sync seems to be slow sometime.
What problems is the product solving and how is that benefiting you?
The user management is a nightmare working in large organisations and it solves this issue really well
Effortless Lead Management and User-Friendly Experience
What do you like best about the product?
It is easy to use and allows you to sort your leads efficiently.
What do you dislike about the product?
Sometimes the network can crash or take a long time to load.
What problems is the product solving and how is that benefiting you?
Being able to sort my leads and tell me who I should contact on specific days.
Milestones and Entitlements Make Tracking Cycle Time a Breeze
What do you like best about the product?
Milestones and entitlements are very useful to track the cycle time.
What do you dislike about the product?
The email service and the email-to-case feature both have a 25 MB limit. Working hours and holidays needs to be extended to support with few other objects. We are forced to use case object for the milestones.
What problems is the product solving and how is that benefiting you?
we are using Case Milestone to track the cycle time of one of our process.
A Reliable Platform for Managing Customer Support Work
What do you like best about the product?
What I like most about Salesforce Service Cloud is how smoothly it brings customer information, cases, and communication into one place. It helps me respond faster and stay organized without jumping between different tools. The automation and workflow features also save a lot of time, especially when handling repeated tasks or follow-ups.
What do you dislike about the product?
1. Some features feel more complicated than they need to be, especially for new users.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me bring all customer conversations into one place, so I don’t waste time switching between tools. It’s easier to track issues, respond faster, and make sure nothing slips through the cracks. The automation also reduces repetitive work, which helps me stay focused on customers who need real support. Overall, it makes my daily workflow a lot smoother and more organized.
Great Experience From Beginning to End
What do you like best about the product?
I love how Salesforce keeps all my cases and tasks in one spot, so I’m not bouncing around trying to remember who needs what. It’s smooth for tracking updates, checking history, and staying on top of deadlines, which makes my day a lot easier and keeps everything organized.
What do you dislike about the product?
What I don’t love is that sometimes the system feels a little slow or overly complicated, like it takes way more clicks than it should to do simple things. Some screens are crowded, and it can be easy to miss details if you’re moving fast, so it could definitely be more user-friendly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps cut down the confusion that comes with working across multiple teams. We can assign tasks to the right departments, track every update in one place, and keep everyone on the same page. It saves time, reduces miscommunication, and makes it easier for me to move cases forward without chasing down information.
Centralized Support and Seamless Omnichannel Experience
What do you like best about the product?
Salesforce Service Cloud is often praised for its ability to centralize customer support operations and make service teams more efficient. Its best feature is the unified console, which brings cases, customer history, and communication channels together so agents have everything they need in one place. The platform’s automation tools like workflows, macros, and AI-powered routing help reduce manual work and speed up response times. Another major upside is its omnichannel capability, allowing teams to manage phone, email, chat, social media, and self-service interactions seamlessly. Combined with strong reporting, customizable dashboards, and integration with other Salesforce products, Service Cloud provides a scalable and highly flexible solution for improving customer satisfaction and operational efficiency.
What do you dislike about the product?
Many people say that the biggest downside of Salesforce Service Cloud is that it can feel overwhelming at first. There’s a lot to learn, and getting everything set up the way you want often requires someone who really knows the system. It can also get expensive once you start adding more features or licenses. Some users feel the interface can be a bit busy, and performance may slow down if the system is heavily customized or handling large amounts of data. Overall, it’s powerful, but it can take time, money, and the right expertise to make the most of it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps consolidate all our customer support interactions into one place, which makes it much easier to track cases, respond quickly, and maintain consistency across channels. It solves problems like scattered communication, slow response times, and limited visibility into customer history. With automation, workflows, and AI-driven suggestions, our team spends less time on repetitive tasks and more time helping customers. The platform also gives us strong reporting and insights, so we can spot trends, improve processes, and make better decisions. Overall, it has helped us deliver faster, more organized, and more personalized support.
Resolved Cases Faster Than Ever
What do you like best about the product?
It really helped us resolve cases quicker.
What do you dislike about the product?
It could be less expensive, there are competitors cheaper.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us resolve cases that could have lingered if we used other software.
Effortless Email and Meeting Integration with Salesforce
What do you like best about the product?
I like the ease of linking emails and meetings to salesforce through the cloud.
What do you dislike about the product?
There seems to be some kinks and sometimes the meeting, email or activity do not show up in sales force.
What problems is the product solving and how is that benefiting you?
Whenever I encounter issues or challenges, it offers helpful guidance.
Outstanding Case Management That Simplifies Customer Issue Tracking
What do you like best about the product?
Its case management feature is the best as it automatically captures and tracks customer issues.
What do you dislike about the product?
high licensing cost. It is much pricier than competition.
What problems is the product solving and how is that benefiting you?
It allows our customers to view their cases, ask questions and find answers on demand. That's the biggest use case for us.
Streamlines Workflow Efficiently, But Navigation Gets Tricky with Many Tabs
What do you like best about the product?
Fast, efficient system that streamlines processes
What do you dislike about the product?
Navigating the interface can occasionally be challenging, especially when several tabs are open at the same time.
What problems is the product solving and how is that benefiting you?
Salesforce provides representatives with greater control over all aspects of their work, reducing the need for human intervention when handling issues from beginning to end.
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