Agentforce Service
Salesforce, Inc.External reviews
6,956 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great for Routing and Team Management, but Setup Is Cumbersome
What do you like best about the product?
It allows for precise routing of cases and follows capacity rules. Good for managing large teams
What do you dislike about the product?
Hey alex, there are many clicks needed to set up and whenever you change someone's presence status needs to relog in
What problems is the product solving and how is that benefiting you?
It's for routing, repair and support cases to the right team using the right channels
Highly Customizable and Powerful
What do you like best about the product?
Great product that can be customized however you like. It can power large contact centres
What do you dislike about the product?
Some of the ai features are new and a little buggy
What problems is the product solving and how is that benefiting you?
All customer support requests and managing data
Great Customer Insights, But Pricing Is Complicated and Costly
What do you like best about the product?
Good features about service cloud: 360 degree view of customers
What do you dislike about the product?
Service cloud is Expensive, and it has a complex pricing structure
What problems is the product solving and how is that benefiting you?
Providing 360 degree view of clients in the social service sector so that triaging and case mgmt are handled in a consistent manner across the sector
Seamless Transition with Robust Features
What do you like best about the product?
I appreciate the extensive features and functionality that Salesforce Service Cloud offers, which provide account information and enhance communication with sales and CSMs. The setup was straightforward, matching our previous features and allowing additional functionalities. The knowledge base and automated cases are incredibly useful, and the visibility within Salesforce is a significant advantage, enabling the sales team to see service cases clearly.
What do you dislike about the product?
I would like Salesforce Service Cloud to have more out-of-the-box features that match the capabilities of Zendesk. Additionally, I wish there were tools available that would not require setting up some flows.
What problems is the product solving and how is that benefiting you?
I find Service Cloud enhances case management and knowledge sharing, offering better sales and CSM team communication and visibility, facilitating monitoring and tiered service levels, and improving automatic responses and case flows.
Love Salesforce Service Cloud for Consistent Case Management
What do you like best about the product?
I love the organization and management capabilities of Salesforce Service Cloud, particularly in handling customer tickets and product issues efficiently. The business case management, service call omnichannel features, and case supplies are extremely useful. Additionally, the seamless integration with Atlassian’s Jira Cloud enhances our workflow. I'm so satisfied with the service cloud that I'm always looking to add more licenses.
What do you dislike about the product?
Not at the moment
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to organize customer tickets and product issues efficiently, categorizing and tagging them for better accuracy in our product teams.
Powerful Unified Support, but Steep Learning Curve for New Users
What do you like best about the product?
I love how Salesforce Service Cloud brings everything together — customer data, cases, and communication — into one unified console. It helps service teams deliver faster, more personalized support across every channel.
What do you dislike about the product?
While Service Cloud is incredibly powerful, it can feel overwhelming for new users. There’s a steep learning curve, especially when setting up customizations or understanding all the automation capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions — email, chat, phone, and social — in one place. It eliminates silos, so every agent has full context to resolve cases faster and deliver more personalized service.
Powerful, Unified Customer Service with Salesforce Service Cloud—But at a Cost
What do you like best about the product?
Salesforce Service Cloud excels at centralizing customer service operations in one powerful platform. Its omnichannel support seamlessly manages inquiries across email, phone, chat, and social media, ensuring consistent service quality. The intelligent case routing and automation features dramatically reduce response times while boosting agent productivity.
What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.
What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.
What do you dislike about the product?
High costs, steep learning curve, complex customization, overwhelming features—Salesforce Service Cloud demands significant training, dedicated IT support, ongoing maintenance.
What problems is the product solving and how is that benefiting you?
Taking in and managing service cases of our farmers.
Streamlined and Fast User Experience
What do you like best about the product?
It seems very streamlined and fast for users
What do you dislike about the product?
I do not have anything at the moment I do not like
What problems is the product solving and how is that benefiting you?
No problem but more efficient
Easy to Learn, but Lacks Customization Options
What do you like best about the product?
How it’s easy to learn and use and easy to train others on
What do you dislike about the product?
How it’s not customizable all of the time
What problems is the product solving and how is that benefiting you?
This CRM is used by all of our users and helps us manage different user types and their access levels.
Powerful Tool with a Steep Learning Curve
What do you like best about the product?
I love the ability to build fast using Salesforce Service Cloud without needing to deal with complex infrastructure or middleware layers. The Omnistudio UI significantly enhances my productivity, streamlining the building of survey forms. I find it particularly valuable that I can focus solely on the Salesforce product, which simplifies my processes.
What do you dislike about the product?
I find the initial setup of Salesforce Service Cloud quite difficult due to a technical knowledge gap. It requires a deep understanding of technical aspects, making it challenging for someone without extensive technical expertise.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to build survey forms quickly and effectively, allowing me to focus on essential tasks without managing complex infrastructure or middleware layers.
showing 171 - 180