Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
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Great Functionality, No Major Complaints
What do you like best about the product?
Is practical for users and this is good for me
What do you dislike about the product?
I haven't found anything that I dislike so far, maybe in the future, but for now there is nothing that bothers me.
What problems is the product solving and how is that benefiting you?
The response time for clients has been reduced, leading to greater efficiency.
Efficient Case Management, but Steep Learning Curve with Service Cloud
What do you like best about the product?
What I like most about service cloud is the ability to streamline and centralize case management. Service Cloud provides a single location to manage all customer interactions, cases, and support workflows.
What do you dislike about the product?
The hardest part about Service Cloud is that it involves a steep learning curve. The platform can be overwhelming for new users due to its vast features and complexity, requiring extensive training for staff.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us have a centralized system for customer cases as well as allow us the ability to utilize powerful automations within our org.
Great for Client Experience and Automation, but Analytics Needs Improvement
What do you like best about the product?
What I appreciate most is the ability to create excellent experiences for our clients. I also value how we can gather data to identify what aspects of our services are working well and which areas need improvement. Additionally, the option to automate certain support activities is a significant benefit.
What do you dislike about the product?
The built-in analytics feature isn't very impressive.
What problems is the product solving and how is that benefiting you?
This tool assists us in managing client success, as well as handling escalations and feedback more effectively.
Simplicity and Efficiency with Salesforce Service Cloud
What do you like best about the product?
I appreciate the simplicity of setting up Salesforce Service Cloud. Communication between our teams has improved, and the response time to our customers is much faster, which is beneficial for our customer service.
What do you dislike about the product?
The price!
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to improve communication between our teams and speed up our response times to our customers, which is crucial for our customer service.
Comprehensive Customer Support with a Steep Learning Curve in Salesforce Service Cloud
What do you like best about the product?
The best part of Salesforce Service Cloud is its 360° customer view — it centralizes all interactions (cases, chats, calls, emails) in one place, making it easy for agents to deliver fast, personalized support. Features like case automation, knowledge base, and omnichannel routing also boost efficiency and response times.
What do you dislike about the product?
The downside of Salesforce Service Cloud is that it can be complex and expensive to set up and maintain. Customization often requires admin or developer skills, and users can feel overwhelmed by the number of features. It’s powerful — but not always intuitive for new teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems like scattered customer data, slow response times, and lack of visibility across support channels. By centralizing everything in one platform, it helps deliver faster, more consistent service, improves team collaboration, and gives managers real-time insights into performance and customer satisfaction.
Simple and User-Friendly Experience
What do you like best about the product?
It’s easy to use, we can put a lot of use cases
What do you dislike about the product?
the interface is not really user friendly
What problems is the product solving and how is that benefiting you?
Help my clients to solve their issues
Service cloud
What do you like best about the product?
Easier and customizable
Voice feature
Customer satisfaction
Voice feature
Customer satisfaction
What do you dislike about the product?
Cost is more
Voice integration hard
Have been using from years
Voice integration hard
Have been using from years
What problems is the product solving and how is that benefiting you?
Easy communication
Great Case Management and Omnichannel Features, but WhatsApp Integration Needs Improvement
What do you like best about the product?
The feature I use most often is case management, which, along with its processes and automations, helps enable a comprehensive customer 360 view. However, the feature I enjoy the most is the live agents and omnichannel capabilities, especially because of the detailed performance monitoring they provide.
What do you dislike about the product?
I think the area that could benefit most from improvement is the current solution for WhatsApp integration and digital engagement. This is the aspect I would most like to see enhanced.
What problems is the product solving and how is that benefiting you?
A seamless way to centralize all of the company's internal work, ensuring everything is properly connected to the appropriate objects and records.
Efficient Customer Management and Omnichannel Support with AI Insights
What do you like best about the product?
Manage customer inquiries, complaints, and requests efficiently.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
• Provide agents with a unified view of customer data.
• Automate workflows and case routing to improve service speed and accuracy.
• Offer omnichannel support (phone, chat, email, SMS, WhatsApp, etc.).
• Deliver AI-powered insights for proactive customer care.
What do you dislike about the product?
Licensing costs are significant — Service Cloud is priced per user, per month, and can quickly become expensive for large support teams.
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
• Add-ons like Einstein AI, Digital Engagement, Field Service, or Voice each require separate licenses.
• There are hidden implementation and customization costs (consulting, admin, API integration, data storage, etc.).
What problems is the product solving and how is that benefiting you?
In the context of Salesforce Service Cloud, problem solving = managing the full lifecycle of an issue:
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Detect → Diagnose → Resolve → Learn → Prevent
Service Cloud provides the digital tools and data visibility needed at each stage.
Great Automated Case Management, But Some Drawbacks
What do you like best about the product?
Automated case management, assignment and new agentforce features
What do you dislike about the product?
Still believe that the ux should be improved and easier to stylize without hiring a salesforce consultant
What problems is the product solving and how is that benefiting you?
Tracking case requests for tech, sysadmins, document requests
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